Mark Huss Email and Phone Number

• Work directly with customers to evaluate existing systems, processes, and user needs, analyzing, recommending, designing, and implementing best practices associated with multiple NAVEX applications.• Manage multiple projects and responsibilities simultaneously, consistently delivering results with minimal supervision.• Analyze and map customer business requirements to implementation objectives and the defined Scope of Work, ensuring alignment with project goals.• Act as a liaison cross-functional departments, coordinating and executing all phases of the project lifecycle, ensuring timely delivery of high-quality software.• Effectively report and communicate to project teams, including customer stakeholders and internal management teams, maintaining transparency throughout project execution.• Develop and maintain a deep understanding of the functional architecture of various NAVEX software solutions.• Initiate change impact assessments, sponsorship plans, communication plans, and training plans, enhancing project effectiveness, awareness, and adoption.• Present NAVEX’s products and services to customers, providing both functional and technical expertise to meet customer needs.• Utilize company CRM (Salesforce.com) and Professional Service Automation tools to optimize Sales and Project Management activities, enhancing workflow and efficiency.

• Achieved promotion from the role of Customer Support Technician to Customer Support Technician Specialist within six months of hire date.• Accurately and efficiently managed customer support requests via phone, email, and customer portal, consistently meeting service level agreement requirements.• Diagnosed, prioritized, and troubleshooted customer issues through to resolution, demonstrating problem-solving skills and commitment to customer satisfaction.• Developed a comprehensive understanding of customer needs and problems to assist with system configuration changes, ensuring alignment with their expectations.• Consistently educated and trained customers on solutions, fostering their ability to achieve objectives with their systems.• Leveraged product and platform knowledge to identify potential system and customer relationship enhancements, maximizing upsell opportunities within the existing customer base to optimize system performance.•Interpreted and communicated specialized technical material into user-friendly information, ensuring clear understanding by customers.•Established tasks, defined related timelines, and updated NAVEX’s CRM to track and manage progress effectively.• Collaborated with cross-functional teams to ensure customer objectives were met, actively communicating customer input to contribute to product development.• Recognized as “Most Helpful” on the Customer Support Team during the second quarter of 2022.• Administered weekly meeting to train, mentor, and support other Customer Support Team members, fostered learning and skill enhancement.

• Took an intentional full-time work pause to focus on being a caregiver to my children• Worked in roles as an independent contractor• Completed Master’s Degree in Cybersecurity from Utica College• Volunteered as a soccer coach for Lakefront Soccer Club

• Partnered and coordinated with editors to monitor the fast-paced sports world • Collected data to identify and share popular articles and news on social media• Piloted initiatives to increase social media presence for numerous network accounts• Operated on multiple social media platforms to maximize audience engagement

• Transformed website and social media presence for a top real estate agent in Hartford, CT • Cultivated relationship with the client to assure successful delivery• Designed website to include real estate information, property pictures, and statistics• Analyzed, compiled, and presented local real estate statistics on blogs and social media