Mark Fratus Pmp Email & Phone Number

Columbus, Oh, Us

Columbus, Ohio Metropolitan Area

Columbus, Ohio Area

I was responsible for the strategic and tactical leadership of the Customer Service program and management/administration of the CRM (Salesforce.com) platform for a growing SaaS company. Manage all aspects of the customer life cycle to include leadership of the include customer provisioning (intcluding database conversion), Tier I, II and III support, training (internal and external), customer retention and collections. Day to day balancing the needs of a rapidly growing customer and employee base while focusing on process improvement and managing costs.

Led an Information Technology team which provided support to the Call Center Services Division (9 Outsource Call Centers with 3500 employees). Services included application development, business analysis and reporting, program and project management, peripheral technology (Call Recording, Workforce Management, ACD and Predictive Dialer) support, client support/management and management of shared services.

Led a team that provided technical and operational support for all critical call center technologies to include time keeping and human resource information systems, workforce management software, telephony and quality monitoring software.

Led a 600 associate multi-site (3) call center organization that provides inbound customer service, service provisioning, outbound customer care, customer correspondence processing, bankruptcy administration, outbound sales and collections for a major long distance and wireless carrier.

Accountable for the development and execution of the company-wide distribution strategy for cellular, long distance, and paging business. Primary focus was the management of high potential distribution channels (both 360° extended retail and national retailers) that accounted for 30% of the company’s cellular activation’s and revenues in excess of $140 million.

Provided direction to company’s eighteen call centers in support of the company’s customer service objectives. Examined and monitored all aspects of the company’s customer service call center organization (technology, structure and processes) to identify opportunities for improvement and facilitate change. Revamped the customer service organization to improve cost efficiencies, enhance the delivery of service to our customers, and provide development opportunities for our associates.

Led a 60-member team providing 24-hour customer service for the West Region (Nevada, Texas, and New Mexico). The call center consistently exceeded customer service level objectives and was recognized as the best call center within the wireless organization.

Answered customer inquiry regarding billing, service, and technical issues. Resolved billing disputes and customer complaints.

Responsible for new account acquisition and development of existing accounts. Serviced existing customer accounts and provided them with technical assistance as needed.

Supervised 15 team members in the preparation and delivery of quality food service.

Responsible for new account acquisition. Duties included the development of cellular and business systems, customer service, and inventory management.

Served in positions of increasing responsibility culminating in the selection for early promotion and attendance of advance schooling.

Masters, Business Administration

Bachlor Of Science, Business Management

Activities and Societies: Football

Education record

Activities and Societies: Football, Track, Serteens, FCA