Mark Henson
Tarzana
Summary
Dedicated service coordinator with extensive experience in scheduling and client communication. Known for attention to detail and supervisory skills, driving improvements in service delivery and client satisfaction.
Overview
14
14
years of professional experience
Work History
Dispatcher
Ascot Limousine
Inglewood
08.2025 - Current
- Coordinated client transportation schedules using scheduling software to optimize service delivery.
- Communicated effectively with drivers regarding pick-up and drop-off locations.
- Monitored vehicle locations in real-time to ensure timely service delivery.
- Assisted clients with inquiries about services and pricing options.
- Managed customer bookings via phone and online platforms to ensure a smooth reservation process.
- Resolved scheduling conflicts promptly to maintain service reliability.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Assigned drivers to appropriate routes based on customer needs.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Provided customers with timely updates on orders or requests to enhance communication and satisfaction.
- Received and processed work orders to ensure accurate task management.
Service Coordinator
Better Together Builders
Reseda
12.2020 - 03.2025
- Coordinated service schedules for clients and team members to enhance workflow.
- Managed client communications to ensure clear understanding of project requirements.
- Analyzed market trends to inform strategic planning and resource allocation decisions.
- Implemented customer feedback systems to improve service delivery and client satisfaction.
- Managed and maintained an up-to-date database of potential customers.
- Tracked key metrics such as cost per lead, conversion rate.
- Ensured all leads are tracked accurately in CRM software or other tracking systems.
- Provided guidance on best practices for lead management processes.
- Assisted sales team in prioritizing leads based on their potential value.
- Evaluated effectiveness of existing lead acquisition channels.
- Collaborated with marketing teams to create content that resonates with leads.
- Analyzed customer data to identify trends, needs, and opportunities for improvement.
- Participated in brainstorming sessions to come up with innovative ideas for generating leads.
- Generated reports on lead performance and provided feedback accordingly.
- Resolved customer complaints regarding sales and service.
- Resolved customer service inquiries quickly and efficiently.
- Greeted customers, took orders, and provided customer service.
Customer Account Representative
Maintco
Burbank
06.2018 - 05.2020
- Coordinated daily maintenance schedules for facility operations and employee safety.
- Managed vendor relationships for equipment servicing and repair tasks.
- Managed the installation, repair, and upkeep of facility electrical, plumbing, HVAC, and other mechanical systems to over 100+ grocery stores, gas stations and craft stores.
- Maintained records of all facility repairs and maintenance activities.
- Supervised a team of maintenance technicians and provided guidance when needed.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Developed and maintained project plans, timelines, and budgets.
Reservation Agent
Ascot Limousine
Inglewood
01.2013 - 06.2018
- Coordinated transportation schedules for clients using scheduling software.
- Communicated effectively with drivers regarding pick-up and drop-off locations.
- Monitored vehicle locations in real-time to ensure timely service delivery.
- Assisted clients with inquiries about services and pricing options.
- Managed customer bookings through phone and online platforms efficiently.
- Resolved scheduling conflicts promptly to maintain service reliability.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Assigned drivers to appropriate routes based on customer needs.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Provided timely updates to customers regarding their orders or requests.
- Received or prepared work orders.
Education
High School Diploma -
Otay Ranch High School
Chula Vista, CA01-2006
Skills
INDEED ASSESSMENTS
- Call Center/Customer Service (Applying customer service skills in a in-person or call center setting) - Expert
- Administrative Assistant (Using basic scheduling, attention to detail, and organization skills in an office setting) - Highly Proficient
- Attention To Detail (Identifying differences in materials, following instructions and detecting details among distracting information) - Proficient
- Strong organizational skills
- Data entry accuracy
- Customer relationship management
- Supervisory Skills (Motivating others to achieve objectives and identifying improvements or corrective actions) - Proficient
- Basic Maintenance and Repair (Performing basic repairs and maintenance for apartment complexes, office buildings and other facilities) - Proficient
- Communication
- Strong organizational skills
Timeline
Dispatcher
Ascot Limousine
08.2025 - Current
Service Coordinator
Better Together Builders
12.2020 - 03.2025
Customer Account Representative
Maintco
06.2018 - 05.2020
Reservation Agent
Ascot Limousine
01.2013 - 06.2018
High School Diploma -
Otay Ranch High School