Here are a few of my favorite web sites:

• Gorp.com
• National Park Service
• REI.com
• Washington Trails Association

Mark Bradley

4129 43th Ave. SW #204 · Seattle, WA 98116 · (303) 555-1012

Objectives

To obtain a challenging position that utilizes my technical, training, management, and customer service skills in a team environment providing an opportunity for personal challenge and career development.

Education

The Ohio State University (1989-1993)

Majored in Political Science

Grade Point Average: 3.7 overall, 3.5 in major

Member, Phi Alpha Omega Honor Society

Miami University (1998-1999)

Undergraduate studies in Chemical Engineering

Grade Point Average: 3.5 overall, 3.5 in major

Employment

NorthPoint Communications - Emeryville, California (9/99 - 3/00)

Technical Support Center Supervisor

• Managed first tier technical support representatives and team leads in a call center environment that was responsible for the maintenance of partner DSL circuits.
• Monitored contact queues to provide optimal service levels.
• Worked as part of a management team to create innovative and efficient solutions in an ever-changing, high-stress environment.
• Managed escalated customer and partner issues to the point of closure.
• Regularly resolved executive level escalations.
• Helped develop call center strategies for supporting new products.
• Led a team of provisioners in partner and customer facing positions that require strong working relationships within the internal organization, as well as with various external groups.
• Instrumental in designing and managing the “Research and Reporting Center” (a proactive troubleshooting/resolution center for partner orders).
• Responsible for interviewing, hiring, coaching, and evaluating employees.
• Provided daily direction and mentoring for my teams.
• Developed team metrics, reports, workloads, and initiatives.
• Helped create training materials and M&Ps.

MindSpring/Sprynet Internet Services - Seattle, Washington (10/96 - 4/99)

Quality Assurance Supervisor

• Monitored the oral and written customer interactions of technical support and customer support representatives.
• Coached technical support and customer support representatives on their customer interactions; looking for technical accuracy and quality customer service support.
• Helped representatives develop strong verbal communication skills and accurate troubleshooting skill-sets.
• Responsible for training all new technical support and customer support associates in quality customer service and technical issues via a two day training course developed by Quality Mentor Team.
• Assisted in interviewing, hiring, and training new Quality Mentor associates as well as technical support and customer service technicians.
• General supervision of phone queues and tech support / customer support representatives to ensure service level maintained.

Sprynet/CompuServe - Columbus, Ohio & Seattle, Washington (12/94 - 9/96)

Technical Support Representative II

• Responded to incoming telephone calls and e-mail from customers.
• Responsible for troubleshooting technical problems with customers’ hardware, software, and connectivity issues.
• Responsible for troubleshooting customers’ billing inquiries and issues.
• Handled billing and technical escalations for the supervisory staff.
• Escalation point for other technicians on advanced technical and billing issues.
• Participated in training of new associates and helped educate associates having performance issues.

Skills

Windows 2000 · Windows NT 4.0 · Office 2000 suite · Advanced Microsoft Windows · Training the trainer · CompuServe · Sprynet and MindSpring technical training ·Microsoft Windows 95 · Microsoft Windows 98 · Microsoft Excel · Microsoft Word · Leadership Training for Managers · Business Objects · DSL Technology Training · Local Loop Testing · Harris Tester Training

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