Mark Pouncil

9821 View High Drive Home: 816.765.4376/Cell: 816.769.0547

Kansas City, Missouri 64134 Email: mp881ec4@westpost.net
OBJECTIVE
Self disciplined, and motivated with good work ethics. Excellent communication
skills, and able to effectively work with all levels of associates and managers.
Currently seeking a position that will effectively utilize my public speaking,
organizational and leadership skills to compliment corporate image and enhance
company profits.
EDUCATION
Park University, Parkville, MO
Bachelor of Science Degree in Management
EXPERIENCE
CVS/CAREMARK
Customer Care Supervisor January 2008 ? Present
Key Accomplishments
? In a new supervisory role, and as a new employee, came in during the busiest t
ime of the year and quickly learned a new role and effectively coached a team th
at was new to the organization.
? Assisted in a project to design criteria for the ?Team of the Month? throughou
t the call center.
General Responsibilities:
? Provided first line management to a team of 15 to 20 employees through regular
coaching sessions, positive feedback sessions, and performed disciplinary actio
ns when needed.
? Effectively learned and coached the ?Behavioral Analytical? process for call m
onitoring and measuring the different personality types of the members calling i
n to the call center.
? Interviewed candidates to make hiring recommendations and decisions.
? Assisted in escalated issues pertaining to member?s medications and benefits p
lan designs.
SPRINT NEXTEL CORPORATION
Customer Service Supervisor November 2006 ? December
2007
Key Accomplishments:
? In a new supervisory role, and as a new employee, assisted in setting up an en
tirely new department within the organization.
? By consistently providing coaching and quality audits to my team, I maintained
a score of 100% and higher on my company scorecard review.
? Enhanced my leadership and management skills by participating in the company ?
On The Move? program. I was mentored by an Operations Manager to enhance my job
knowledge in this area and prepare for advancement.
? Created and implemented new interviewing guide for the selection of candidates
within the organization.
General Responsibilities:
? Provided first line management to a team of 15 to 20 employees through regular
coaching sessions, positive feedback sessions, and performed disciplinary actio
ns when needed.
? Interviewed candidates to make hiring recommendations and decisions.
? Impressive leadership and management skills prompted upper Management to begin
cross-training for a different department after 60 days of employment.
TIME WARNER CABLE
Customer Service Supervisor January 2004 ? Nov
ember 2006
Key Accomplishments:
? Intense coaching and training techniques helped improved team quality auditing
average from 88% to 91% within a 3 month period.
? Partnered with Executive Management Team to create a fairer and more structure
d work schedule for supervisors.
General Responsibilities:
? Provided first line supervision for customer care specialists and sales associ
ates answering incoming calls.
? Analyzed and provided coaching, counseling and development for all direct repo
rts.
? Interviewed candidates to make hiring recommendations and decisions.
? Developed and implemented customer satisfaction initiatives and monitored perf
ormance.
? Provided input to meaningful and constructive performance reviews.
? Facilitated training and development for procedural changes and new products a
nd services.
? Administered and assigned special projects to other supervisors and floor lead
s.

KINKO?S, INCORPORATED
Branch Manager November 2002 ? January 2004
Key Accomplishments:
? Improved branch?s overall customer service and sales by strengthening the busi
ness relationship with the top 20 accounts and developing new initiatives to pro
vide exceptional customer service.
General Responsibilities:
? Prepared and managed budget for branch.
? Established strategic direction and set annual branch goals and objectives.
? Researched and developed marketing strategies to help improve sales.
? Created schedule for all branch employees.
? Managed and maintained store inventory.
? Interviewed candidates to make hiring recommendations and decisions.

GATEWAY, INCORPORATED
Overall Key Accomplishments: June 1995 ? October 2002
? Consistently helped branch exceed the quarterly budget by 10% ? 30 %.
? Successfully managed Client Relations Team to the number one spot in the Natio
n in the month of April, 2000.
? Mastered aspects of computer systems to enhance selling techniques.
Assistant Branch Manager September 2000 ? October 2002
General Responsibilities:
? Supervised and mentored sales associates responsible for selling the latest te
chnology in computer hardware and software.
? Administered training for sales associates and customer service representative
s on Microsoft Office applications.
? Responsible for overseeing internal web based training and verified completed
exams.
? Supervised technicians responsible for diagnosing and repairing computer hardw
are related issues.
? Established and maintained employee schedules.
Client Relations Supervisor October 1998 ? September 2000
General Responsibilities:
? Monitored and directed associates call handling techniques to ensure complete
customer satisfaction.
? Trained associates on changes to corporate and department policies and procedu
res.
? Managed associates work schedules.
Sales Representative August 1996 ? October 1997
General Responsibilities:
? Met customer needs through phone and retail computer sales.
? Completed sales presentations to prospective clients.
? Assisted management with devising sales plans and strategies.
Material Handler June 1995 ? August 1996
General Responsibilities:
? Coordinated the transport of materials within and between departments.
? Developed and managed inventory system for accurate product records.