Mark E.
Mid-Level Customer Support Specialist
Actively lookingNew to PlatformAbout
Mark R. is an accomplished Customer Support service professional with a dynamic portfolio of experience within the financial services, healthcare, and technical support sectors. At prominent organizations like JP Morgan Chase and Intuit, he has expertly handled high-volume inbound and outbound operations with a focus on issue resolution and KPI-driven performance metrics including First Contact Resolution (FCR) and Customer Satisfaction (CSAT). In his tenure, he has played critical roles in managing sensitive fraud-related inquiries and technical client interactions, while ensuring compliance with security standards. His specialized skills include appointment setting, client coordination, objection handling, and medical order follow-up, utilizing CRM tools and data entry systems efficiently. Mark has consistently demonstrated proficiency in remote-ready workflows, excelling in multi-channel customer communication via voice, chat, and email, and is adept in maintaining strong customer relationships through effective troubleshooting and clear communication.
Experience
Order Mgmt. Specialist
Bayada Home Healthcare/Virtual Staffing Solutions · 2025 — 2026Executed high-volume outbound follow-ups with providers to obtain signed medical orders. Developed relationships and effectively addressed objections to finalize essential documentation. Conducted research and updated provider contact information while coordinating with alternative authorized signatories. Collaborated with internal teams to arrange necessary appointments and addressed documentation discrepancies, ensuring a focus on accuracy and management of multiple cases.Customer Service Representative
JP Morgan Chase/Teleperformance · 2023 — 2023Handled sensitive inquiries related to fraud and financial issues with care and precision. Established trust with customers, providing education on account security best practices. Managed multiple cases effectively while complying with strict security and regulatory standards. Achieved 75% First Contact Resolution on key issues and maintained approximately 80% resolution on escalated cases, while sustaining 85% Customer Satisfaction.Customer Service Representative
Quickbooks Online/Intuit · 2021 — 2022Delivered technical support to customers through various channels including voice, chat, and email. Strengthened customer relationships and ensured satisfaction by communicating clearly and employing effective troubleshooting skills. Addressed complex account and software challenges while maintaining professionalism in a fast-paced environment, achieving about 70% First Contact Resolution and approximately 80% Customer Satisfaction.
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