Mark Deleon
Benton
Summary
I am a dedicated and results-oriented professional with a strong background in customer service. Throughout my career, I have honed my ability to manage and resolve diverse customer inquiries across multiple communication channels, delivering exceptional service with professionalism and empathy. My approach combines strong problem-solving skills with a positive attitude, fostering trust and satisfaction among customers and colleagues alike. I excel at collaborating with cross-functional teams to enhance service quality and efficiency, consistently exceeding performance metrics and contributing to organizational success. My adaptability in mastering new systems and procedures enables me to deliver accurate and timely support, driving both customer retention and operational improvements. Recognized for my commitment to excellence, I take pride in creating positive customer experiences that align with business goals.
Enthusiastic professional proudly touting multiple awards for exceptional customer service. A team player poised in all types of situations. Pursuing new opportunity's and giving it my all.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Lead
MRCOOL
03.2024 - Current
- Monitoring all customer service representatives on the afternoon shift
- Helping answer questions about Mr. Cool's units
- Creating customer tickets in Zendesk
- Providing excellent customer service
- Auditing the customer service representatives to ensure timely and efficient work
- Coaching customer service representatives on efficient work method. Supervise and support a dynamic customer service team, ensuring prompt, accurate, and empathetic responses to customer inquiries via phone, email, and chat.
- Use Zendesk daily to manage tickets, monitor agent performance, track customer satisfaction (CSAT), and streamline workflow through automations and macros.
- Leverage Google Workspace tools (Gmail, Sheets, Docs, Drive, and Meet) for communication, reporting, performance tracking, and cross-department collaboration.
- Handle escalated customer cases with professionalism and attention to detail, ensuring resolution and follow-through in alignment with company standards.
- Train, mentor, and coach new and existing agents on customer service best practices, product knowledge, and Zendesk usage.
- Maintain and audit documentation in internal systems to ensure accurate recordkeeping and compliance.
- Identify service gaps and recommend process improvements by analyzing ticket trends, customer feedback, and support metrics.
- Collaborate with IT and technical support teams to address and resolve complex system-related customer concerns.
- Recognized for strong communication skills, attention to detail, and ability to lead by example in a fast-paced, tech-driven environment.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Customer Service Representative
Walmart
10.2022 - 10.2023
- As a Customer Service Representative, I adeptly managed a high volume of customer inquiries and issues via diverse communication channels, consistently ensuring exceptional service delivery. Utilizing strong problem-solving skills, I resolved complex concerns while maintaining a friendly and professional demeanor. Skilled in navigating various systems and procedures, I provided accurate and comprehensive information on products and services. Achieved consistent recognition for meeting and exceeding performance targets, contributing significantly to customer satisfaction and the overall success of the team. Collaborating effectively with cross-functional departments, I played an integral role in enhancing service quality and efficiency. Notably, I consistently maintained a positive attitude, fostering a supportive and empathetic environment for customers, resulting in high retention rates and positive feedback.
- Successfully managed and resolved a high volume of customer inquiries, maintaining an above-average satisfaction rate.
- Exceeded performance metrics by 10% consistently, contributing significantly to the team's success and recognition.
- Actively contributed to process improvements, resulting in an 10% increase in efficiency and customer service quality.
- Recognized for exceptional problem-solving skills, significantly reducing customer complaints and escalations.
- Demonstrated adaptability in learning and mastering new systems, leading to a more comprehensive and efficient customer support experience.
Education
Associate of Applied Science - Business Administration And Supervisory Management
West Kentucky Community And Technical College
Paducah, KY12.2023
Skills
- Customer Service
- Computer Literacy
- Microsoft Outlook
- Communication
- Customer Support
- Customer Service Management
- Customer Satisfaction
- Data Entry
- Leadership
- Customer Service Representatives
- Management
- Customer service excellence
- Department operations
- Customer complaint resolution
- Payment processing
- Telephone etiquette
- Staffing oversight
- Call center experience
- Team training and development
- Administrative duties
- Email etiquette
LANGUAGES
English - Native
Accomplishments
- Boosted Team Performance: Increased team performance by 15% through effective coaching and support.
- Resolved Customer Issues: Resolved 200+ complex customer issues monthly, maintaining 95% customer satisfaction rate.
- Enhanced Service Efficiency: Implemented service improvements, achieving 20% reduction in handling time.
- Achieved Top Ranking: Maintained top 5% ranking for service quality among department peers consistently.
Certification
- Certificate of Supervisory Management
- MCAS - Microsoft Certified Application Specialist
- CAP - Certified Administrative Professional
Timeline
Customer Service Lead
MRCOOL
03.2024 - Current
Customer Service Representative
Walmart
10.2022 - 10.2023
Associate of Applied Science - Business Administration And Supervisory Management
West Kentucky Community And Technical College
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