Mark Jefferies Email & Phone Number

Dayton, Oh, Us

Atlanta, Georgia, Us

I just took a contacting position with NCR working virtual from Dayton, Ohio.

Atlanta, Georgia, Us

Managed projects, in collaboration with Field Support, Operations, Service Logistics and Customer Care Management, for over 6,207 ATM’s with value of $22.5M in West Coast, Southeast and Southwest Territories.• Streamlined communications between internal and external key customers significantly improving relationship. Collaborated with customer’s Process Owners to resolve issues and improve satisfaction.• Leveraged technology to be single repository for all account information providing consistent customer support and increasing productivity for customer and field support.• Analyzed parts usage for service contracts, identified issue and provided recommendations for improvement. Reduced daily ATM outages from 94 to 20, saving approx. $300k / day.• Communicated specific service requirements to international managers to resolve customer issues.• Attended vendor and customer meetings to ensure high levels of customer care.• Trained customer to use proper escalation contacts for problem resolution.• Ran service call report, analyzed results and provided solutions to managers to reduce repeat calls.• Provided customer information to accounting ensuring accurate billing.

Atlanta, Georgia, Us

Managed 10 accounts with revenue of $275M, acted as single point of contact to proactively manage logistics from order creation to invoice trigger for assigned projects and customers. • Assisted in setting records for revenue on Bank of America (BofA) account exceeding $100M (2008).• Managed 13,538 installations across country (2008), meeting deadlines and below budget. Assured high customer satisfaction, providing frequent communication of project status and prompt handling of issues. Developed Documents of Understanding and Site Readiness Checklists.• Improved processes by utilizing technology tools.• Completed 10,186 installs with revenue of $39.9M in 2009 for BofA.• Assisted in completing 2,549 installs for J.P. Morgan Chase (JPMC) in 2009.• Attained revenue of $6.55M for third quarter for JPMC.• Received various monetary awards for assisting co-workers with training for Help Desk duties.• Billed 100% of all time billable to customers; billed 100% of all contracts on time.

Atlanta, Georgia, Us

Managed 13+ accounts worth $16M. Provided billing expertise and life cycle management of billing integrity for major accounts. Presented accurate and timely invoices to customers. Built quotes for maintenance contracts.• Improved financial results through implementation of innovative processes and tools, while ensuring accuracy, timeliness and completeness of billing and entitlement information for US and Canada.• Billed 95% of all contracts on time in 2002, 93% in 2001.• Generated strong internal and external customer relationships.• Provided single point of contact for renewal agreement negotiations ranging from $10k to $10M.• Established price increases, discounts, uplifts and coverage codes for renewals to present new pricing to customers.• Evaluated legal agreements for completeness of Terms & Conditions for maintenance billing.• Received numerous awards for exemplary support of customers and assisting co-workers.

Atlanta, Georgia, Us

Reported departmental status to Global Management (quarterly or as necessary). Provided process leadership, coordination and overall support for facility moves as business requirements drove infrastructure change. • Helped save over $150k of utility costs during downsizing of 130+ cubicles.• Recognized for using project management skills on Quarterly Audit Review team.• Reduced business day turn-around for set-up of new employees and accounts for existing employees.

Atlanta, Georgia, Us

Managed all commercial property management services / facility moves for Dayton campus consisting of 4,000 associates. Implemented all project scheduling, budget estimates, purchase orders, capital appropriation requests, and furniture inventory. Served as liaison with outside contractors and departmental facility coordinators. Assisted with all trouble calls, maintenance and environmental issues within each building. Worked closely with UAW staff on various detail jobs including carpentry, cubicle layouts and construction.• Assisted client build out with projects ranging from $10k to $1M.• Saved $500k in planning / implementing move of 230 associates. • Relocated 1,082 associates and redesigned cubicles to maximize space requirements per department.• Saved over $1.5M by restructuring entire campus, closing two facilities and designing floor plans.• Received numerous awards for exceptional performance, outstanding contributions, dedication, diligence and commitment.

Master'S Certificate, Project Management

Coursework Toward Associate Of Science, Business Management

Certification, Heating / Air Conditioning / Refrigeration

Negotiation, Conflict Resolution And Time Management