Mark Weingarten Email & Phone Number

New York, New York, United States

Pelham Manor, Ny

Manage the Patient Services area to maximize revenue and provide exceptional customer service. In order to meet this charge I must optimize, technology, operational flow and motivate my staff. I also manage our cloud based phone system, 8x8. In addition, act as the liaison to our external I.T. department.

Hillsdale, New Jersey

Tarrytown, New York, United States

Rye Brook, Ny

I served on this committee to improve the technology and phone systems used by students, parents, teachers, and staff at the Blind Brook Public School system.

Rejoined Arbors Board of Directors in January 2016 and was voted to Board President in April, 2016.

Part of the senior management team charged with improving the customer experience and streamlining operations to improve the bottom line.• Handle all escalated complaints to customer’s satisfaction• Build customer facing systems to improve process flow and services• Manage phone system to ensure timely and professional responses• Analyze all processes and procedures and improve bottom line and production• Hands on team leader focused on inspiring and motivating all office… Show more Part of the senior management team charged with improving the customer experience and streamlining operations to improve the bottom line.• Handle all escalated complaints to customer’s satisfaction• Build customer facing systems to improve process flow and services• Manage phone system to ensure timely and professional responses• Analyze all processes and procedures and improve bottom line and production• Hands on team leader focused on inspiring and motivating all office staff- Handle HR functions to include recruitment, termination, designing of forms, employee relations, and setting of appropriate processes, policies and procedures- Manage HR Generalist Show less

New York, Ny

Performed call center management expertise as well as phone system expertise for a leading health care monitoring company located in downtown NYC. Suggested improved process flows and customer handling. Made changes to phone system to reduce abandon rates.

Hauppauge, Ny

Directed a team of 60 and the day-to-day operations of managed video conferencing services call center, the helpdesk team and the day-to-day operations of remote AV on site teams for this privately held company• Led team of highly technical video conferencing industry experts meeting over 35 key objectives in less than 2 years• Investigated, developed and executed plans for new services and technology for recently acquired clients• Increased usage by 45% without increasing costs… Show more Directed a team of 60 and the day-to-day operations of managed video conferencing services call center, the helpdesk team and the day-to-day operations of remote AV on site teams for this privately held company• Led team of highly technical video conferencing industry experts meeting over 35 key objectives in less than 2 years• Investigated, developed and executed plans for new services and technology for recently acquired clients• Increased usage by 45% without increasing costs or staffing. Over 16,000 managed conferences annually• Drove efficiency and productivity enhancements across departments• Handled top tier customer satisfaction for global beverage corporation and the leading U.S. health care provider• Developed process flows for all activities and made adjustments to reduce redundancy and other wastes• Setup system to establish ticket levels and setup standards for responses and escalations• Rolled out new Cisco ACD phone system and setup call queues to more efficiently direct calls which decreased average hold time to < 1 min and increased customer satisfaction to 92% (based on Boston Research Group survey)• Directed and reviewed procedures for Helpdesk to reduce ticket hold times through optimization of skill sets and increasing efficiency• Designed and implement employee review process to standardize process• Developed staffing calculator to ensure appropriate but lean staffing levels• Developed bonus calculator to compensate employees based on their and their team’s accomplishments• Developed dashboard to allow for live, daily, weekly and monthly reports to measure and report on our successes• Rolled out audio and web conferencing system to internal and external customers• Redesigned prospective client tour and information session process• Took various personnel actions including, but not limited to, recruiting, hiring, performance appraisals, promotions, transfers, and vacation schedules Show less

President of the Board of Directors for my townhouse community (250 homes). During my tenure supervised, oversaw and project managed a 2.5 million dollar upgrade project to our roads, curbs, lights and signage. Finished on schedule and on budget. Before I joined the Board this project was stalled.

White Plains, Ny

Performed consulting services for marketing firm by connecting them with a vendor to do follow up outbound calling on their current student recruiting campaign (College in Westchester). Wrote scripts, set up call flow and picked individuals to work on outbound calling. Also, worked with I.T. manager to set up informative links.

Dobbs Ferry, Ny

 Held the following positions: Director of Business Systems and Quality Assurance, Interim Director of Information Technology, Interim Director of Campus Management, AVP for Enrollment Management and Operations, Director of Operations, and Customer Service/ Call Center Manager. Acted as Account Administrator responsible for managing 50-member I.T. department (Sungard).  Planned, set and managed I.T. budget ($8,000,000) and parts of Financial Aid/ Admissions budget… Show more  Held the following positions: Director of Business Systems and Quality Assurance, Interim Director of Information Technology, Interim Director of Campus Management, AVP for Enrollment Management and Operations, Director of Operations, and Customer Service/ Call Center Manager. Acted as Account Administrator responsible for managing 50-member I.T. department (Sungard).  Planned, set and managed I.T. budget ($8,000,000) and parts of Financial Aid/ Admissions budget ($1,000,000). Developed and managed Request for Proposals (RFP’s) in order to choose business partners in the following areas: Public Relations, Financial Aid Call Center, Facilities, Admissions Call Center, Preferred Lenders, Document Archives, Customer Service Training, Dining Services and Book Store. Managed day-to-day and long-term operations of two outsourced remote call centers. Directed the build and managed web based lead management/ customer contact system. Purchased, modified and set up trouble ticketing system. Set up and monitored internal phone system to promote appropriate tracking and customer efficiencies. Assisted in Marketing, Admissions Processing and Admissions Recruiting Department functions. Was jointly responsible for major relocation of back office personal and met 60-day deadline. Explored and built new technologies to improve process, procedures and customer service. Was Interim Director of Campus Management in charge of facilities and student support at Mercy College's five campuses. Directed marketing functions on an interim basis and recruited Director of Marketing. Directed Financial Aid office for ninety days.  Developed process and systems to track and manage employee production. Restructured teams and organizational hierarchies, which, providing cost savings and improved services. Show less

Tarrytown, Ny

• Provided leadership for the NY Metropolitan customer care team and was promoted each year to expand my roll• As Save and Retention Manager Increased retention from 22% to 47% within 6 months by setting up appropriate policies and procedures, hiring appropriately, and training efficiently. Churn percentage was lowest in the industry (close to 2% monthly)• Managed premier care team of 50 who provided custom support to strategic Fortune 500 companies.• Personally handled NY Market… Show more • Provided leadership for the NY Metropolitan customer care team and was promoted each year to expand my roll• As Save and Retention Manager Increased retention from 22% to 47% within 6 months by setting up appropriate policies and procedures, hiring appropriately, and training efficiently. Churn percentage was lowest in the industry (close to 2% monthly)• Managed premier care team of 50 who provided custom support to strategic Fortune 500 companies.• Personally handled NY Market President and all large customer complaints• Started up retention team with 15 temporary employees. This team currently handles all deactivation requests nationally for Sprint • Managed telemarketing teams responsible for selling add on equipment and additional cellular services. Show less

 Held the following positions: National Customer Service Manager and Technical Support Manager. Managed national corporate account and local area customer service departments. Managed alarm service technicians responsible for adding and servicing equipment. Maintained relations with subcontractors to meet multi-regional requirements. Provided technical support.

 Advised COO as to proper scheduling to allow orderly and timely shutdown of operations. Formulated temporary environment to continue productivity during downsizing. Brainstormed with department heads to improve overall processes and procedures. Managed 20 million dollar parts and returns department.

Yonkers, Ny

 Maintained daily operations, sales, and inventory levels. Mentored team on selling techniques. Forecasted store revenues and expenses setting monthly and annual budgets. Attended and conducted industry seminars and workshops designed to teach new technologies and kept service community informed of new products.

 Negotiated contracts with subcontractors and designated company vendors Sold appliances to dealers and end users Developed computer database system to track inventory and customer profiles Initiated locator system and implemented outdated supply identification system

Bronx, Ny

Held the following positions: Technician, Customer Service Representative and Customer Service Manager Installed air conditioners and roof antenna systems. Sold household appliances. Developed computer database system to track inventory and customer profiles.

Ba In Economics, Lehman College

Education record

Education record

Education record