Mark Rivard Email & Phone Number

Greater Atlanta Area

Greater Atlanta Area

Liaison to 60,000 customers to resolve their purchase of gift cards that were no longer valid due to retail client filing for Chapter 7.Provided assistance to customer via telephone and e-mails averaging 60-80 contacts per day* Researched card numbers to verify gift card activation via client point of sale* Monitored and maintained Excel spreadsheet of issued replacement gift card * Responsible of tracking overnight packages which contained production and test gift cards for the implementation team of retail clients.

Liaison to 150 furniture gallery showroom stores (furniture, mattresses and rugs) over nine states for Macy’s Central Region of the South area. Responsible for researching and resolving escalated issues from customer claims by coordinating a mutual resolution with the warranty provider, store sales associates, store managers, regional WNM managers and external vendors.• Responsible for providing detailed written communications to customers, vendors, Macy’s associates at all levels and to assist with ensuring satisfactory resolution.• Provide weekly open issues report that provides a comprehensive log of unresolved claims and parts which provided accountability to resolved customer issues.• Coordinated monthly billing from local logistic offices for completed parts and full replacements of those reselected for warranty provider. • Researched and provided customer sales checks invoice to the Warrantee Provider as proof of purchase, which averaged 25 requests per day.• On a daily basis noted sales check invoice of issuing full and part replacements from Warrantee Provider resolution - averaging 25 per day.• Supported the Protection Plan Coordinator for the Macy’s Central Region of the Midwest area when needed provided coverage to an additional customer support to 100 furniture gallery showroom stores.

Reviewed and provided final decision for applications by corporations seeking authorization to use one of VeriSign / GeoTrust Secure Socket Layer (SSL) encryption products for e-Commerce transactions. Vetted legitimacy and credibility of organizations worldwide seeking to purchase TruBusiness ID and True Site product lines. Issued certification that provided international recognition of the legitimacy of the applying organization. Success and growth of the organization has been credited to the strong customer focus and state-of-the-art product line. Organization increase in market share led to the acquisition by the industry leader, VeriSign, and subsequent elimination of shared positions.• Processed an average of 25-50 applications daily with a 0-1% error rating for highly visible product line in which VeriSign / GeoTrust authentication seal is posted on approved clients’ e-Commerce websites. • Followed-up with domestic and international clients to proactively acquire critical information needed to meet targeted 2-day turnaround. • Demonstrated strong technical expertise in daily interactions with IT staff and third-party web hosting organizations worldwide, exceeding productivity standards.

Onsite at ADP National Account in Alpharetta, GA Member of a 2-person team that managed all operations of an onsite mail operation for a 5,000-employee organization. • Responsible for sorting and delivering incoming mail and overnight packages in a timely manner for 5,000 employees.• Administered the scan and tracking of overnight packages, courier deliveries and analyzed the daily meter mail reports and provide monthly report to Corporate.• Responsible for handling escalated problems by acting as a liaison between customer and overnight vendors to locate missing packages. • Reported to client with most efficient alternatives to postage, overnight and courier usage.

Provided through Randstad Temporary Services:Level 1 troubleshooting support for Fortune customers of this technology industry leader delivering unparalleled e-mail security and spam protection.• Demonstrated strong technical aptitude, initiative and customer focus in providing interim technical support during a phase of high growth in providing Ironmail hardware that filters and secures multiple email and spam applications. • Fielded 100-200 calls daily, initiating a trouble ticket that provided detailed documentation on complex software issues for Tier 2 Support Technicians. • Reviewed open trouble tickets and re-routed them to ensure a timely resolution.

Promoted from Part-time Assistant Director to a fulltime position overseeing all Youth Ministry activities and events for high school students in this 6,000-member organization. • Developed and facilitated leadership training for adult volunteers on communication skills, conflict management, time management and work-life balance. • Arranged logistics for retreats, including site identification, transportation, food, educational program content, speakers and activities. • Maintained records of activities and attendance; monitored expenses and complied with departmental budget allocation. • Recruited, selected and oriented new volunteers.• Coached students with developmental and social challenges.

As second-in-charge of the e-Commerce group, oversaw processing of 500+ daily orders for camera equipment and managed daily operations of the group. Ran backorder, inventory and other key decision support reports. Utilized JDA and ASA 400 systems. • Key point-of-contact for internal customers in 500+ stores and external customers regarding order fulfillment delays. • Achievement Award - Wolf Camera - July 2001 - Recognized for “thinking ahead” and proactive problem resolution • Trained and supervised two new operations associates on computer systems, company policies and procedures.• Periodically handled managerial responsibilities including escalated customer complaints.• Liaison between Inventory Management, Inventory Audit, Purchasing and the Warehouse for inventory control of the merchandise.