Mark Britnell Email & Phone Number

Franklin, Tn, Us

Ridgeland, Ms, Us

WHO IS C SPIRE? We are the nation’s first full-stack managed solutions provider, capable of offering advanced connectivity, cloud, software, hardware, communications, professional services, cybersecurity, business continuity, and technology support in a single, seamless IT solution portfolio. The result is smarter. Faster. More secure. From desktop to data center, we meet you wherever you are and take on your biggest technology challenges. Consider IT Managed.- Support and develop operational excellence initiatives in support of all aspects of the business.- Leverage ServiceNow platform capabilities to implement best in class functionality from Order Management to Case Management.- Lead strategic continuous improvement opportunities by identifying and eliminating waste and building a culture of continuous improvement powered by company core values.

Ridgeland, Ms, Us

- Ensure that everyone in Customer Operations Service Delivery has knowledge and understanding of C Spire Business' Service Catalog, Service definitions, Service Level agreements, agreements and relevant operational policies, processes and procedures.- Implement, maintain, and improve Service Level Management and Service Level Reporting for all Operational functions.- Drive operational efficiencies in both our Implementations of new customers and Support of existing customers.

Ridgeland, Ms, Us

- Ensure the General Support Teams are in alignment with the overall vision and mission of C Spire while meeting corporate and departmental objectives by providing direction and guidance in setting KPI's.- Comprehensive process review/updating as part of our Continual Service Improvement initiatives as we align with ITIL standards- Work with Senior Leadership across departments to understand each aspect of the line of business and how Operations can best support the desired outcomes

Ridgeland, Ms, Us

- Manage the System Administration team that serves hundreds of clients across multiple states - Evaluate team performance and coach the System Administrators in a continual improvement model to better serve our clients and meet SLA’s - Complete performance reviews, expense management, hiring and develop best practices - Set KPI’s to measure critical business functions and manage based off that data - Work with other departments to ensure customer experience is seamless across the different lines of business

Ridgeland, Ms, Us

- Actively managed high level accounts, understanding their needs, to guide short and long term goals. - Track and escalate issues to ensure timely resolution.- Partner, serve and lead across three key areas, executive presence, technical knowledge and business management

Ridgeland, Ms, Us

- Build and maintain all customer agreements, via internal and external requests​​​- Audit billing procedures and products to ensure accurate billing​​​- Created policies for combined use in a new integrated ConnectWise (CRM)

Columbia, Tn, Us

Maryville, Tn, Us

- Managed a portfolio of delinquent accounts through telephone negotiations​​​- Planned, scheduled and executed field chases and legal notices​​​- Analyzed debt to income information to find permanent solutions

- Opened new accounts and serviced existing customers needs​​​- Worked reports to meet audit requirements​​​- Performed teller duties, managing and distributing money to customers

Farmers Branch , Tx, Us

- Managed online ordering shops from inception to completion​​​​​​- Ensured order entry quality by resolving all discrepancies or incomplete orders​​​- Trained and assisted sales pros in order entry and customers in order fulfillment

- Assisted with sales efforts of all Vol Network account executives- Created sales proposals using PowerPoint and Word formatting- Fulfilled Vol Network Home Entertainment online orders- Prospected potential clients and assisted in sales proposal meetings