Summary
Overview
Work History
Education
Skills
Timeline
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Mark Easley

Summary

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

14
14
years of professional experience

Work History

Sr. Expert

Uber Technologies Inc.
10.2016 - Current
  • Skilled at working independently and collaboratively in a team environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Provide extraordinary service to new and active partners in New York, New Jersey,
    Connecticut, Pennsylvania and SoCal Uber markets.
  • Assist partners with earnings information, reimbursements, incentive payouts, application
    issues and troubleshooting, regulatory and compliance questions and issues, account
    changes, and filing of claims.
  • Triage Claims and incidents to ensure proper handling and assisted drivers with reporting system outages, incidents, accidents, claims to Incident
    Response team.
  • Analyzed key business drivers, trends and operational metrics and led weekly meetings to
    inform stakeholders on improvement strategies.

Retention Customer Service Representative

Time Warner Cable Inc
08.2013 - 10.2016
  • Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Increased customer retention rates by effectively addressing and resolving concerns in a timely manner.
  • Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.
  • Facilitated open communication between customers and management when needed, acting as a liaison to address any escalated concerns.
  • Trained new hires on company policies, product offerings, and best practices for handling difficult customer situations.

Center Consultant

FedEx Office
04.2012 - 12.2014
  • Developed strong relationships with clients, fostering trust and loyalty through exceptional customer service.
  • Managed multiple projects concurrently, ensuring timely completion and meeting client expectations.
  • Streamlined service processes for faster response times and increased client retention.
  • Identified areas of opportunity within the center''s operations, proposing actionable recommendations that led to tangible improvements over time.
  • Implemented innovative solutions for process improvements, resulting in cost savings and enhanced service quality.
  • Collaborated with cross-functional teams to successfully execute complex projects within tight deadlines.

Visual Merchandising Assistant

Express Clothing
08.2010 - 02.2013
  • Coordinated with marketing department to align in-store visuals with ongoing promotional campaigns, reinforcing brand messaging and boosting sales performance.
  • Provided input on merchandise assortment decisions based on customer preferences and current trends, optimizing overall inventory mix.
  • Supported cross-functional teams during busy retail seasons by providing additional assistance in other departments as needed, ensuring a seamless customer experience.
  • Managed inventory and stock levels, ensuring optimal product availability for customers.
  • Analyzed sales reports to identify top-selling products, strategically placing them within the store layout for maximum exposure.

Education

High School Diploma -

Overbrook
Philadelphia, PA
06-2009

Skills

  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Friendly, positive attitude
  • Flexible and adaptable
  • Dependable and responsible
  • Multitasking
  • Excellent communication
  • Critical thinking
  • Computer skills
  • Active listening
  • Attention to detail

Timeline

Sr. Expert

Uber Technologies Inc.
10.2016 - Current

Retention Customer Service Representative

Time Warner Cable Inc
08.2013 - 10.2016

Center Consultant

FedEx Office
04.2012 - 12.2014

Visual Merchandising Assistant

Express Clothing
08.2010 - 02.2013

High School Diploma -

Overbrook

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Mark Easley