Mark Castaneda Email & Phone Number

Scottsdale, Arizona

Work with and collaborate with teams, supporting 30+ Ticketmaster software applications, including: Archtics, AccessManager, AccountManager, eEntry, Event Management Tool, Host, Kiosk, PCI, Permissioning, TMMessenger, TMONE, WPS, etc.Supporting a variety of issues from clients (i.e. venues/concert halls) & internal TM staff.Work within a Help Desk environment engaging daily with a virtual team of approx. 40 people.Handle inbound and outbound calls averaging 15-20 calls per day.Log all support time in Salesforce (case tracking system) averaging 25+ hours per week minimum.Working closely with many Ticketmaster departments across the company to resolve issues and enhance overall client experience.Contribute to Salesforce Knowledge Base in order to facilitate customer self-service.Participate and Lead in bi-annual training and development to maintain awareness of new and emerging technologies.

Chandler, Arizona

Roles: Tech Support Coordinator 2009 Customer Advocate 2011 Customer Relations Specialist and Employee Support 2012 Responsibilities: Multitask in a fast paced environment by handling high risk callsMeet company goals and call quotas Provide excellent customer service and consistently meet Verizon Wireless StandardsUse strong communication skills to create a WIN-WIN-WIN scenario Assist team members with support while on calls and support on escalations Use outside the box thinking to troubleshoot and resolve customer concerns Communicate other tools for customer to educate themselves on device, plan and