Customer Service Manager @ Set up and launched customer service operations in Manila, Philippines and Bucharest, Romania. Work with 3rd party vendors to assure SLA's are met and exceeded. Develop customer service training materials and run initial training classes. Gather customer feedback via surveys and testimonials. Work with product and other company share holders to keep others abreast of what our customers are saying. Monitor social media outlets and schedule social postings via HootSuite. From April 2011 to Present (4 years 9 months) San Francisco Bay AreaOperations Manager @ Operational manager for call center dedicated to answer questions from respondents to the 2010 Census as well as to gathering correct information through outbound calls. Primary functions include managing daily call center operations, working with supervisors to ensure all KPI's are met and exceeded, and ensuring that the center meets its financial targets. Review and resolves issues affecting floor operations, quality and performance objectives. Helped organized and execute plan to train and deploy 380 agents for launch of program within a 3 week window. Hired and deployed 9 supervisors and 15 leads to support the Census project. Ensured that center met and exceeded all KPI's to ensure full allocation of award fees. Led efforts to reduce attrition to ensure that project head count was maintained. Mentored and coached supervisors to ensure their teams performance. From December 2009 to August 2010 (9 months) Senior Resource Manager @ Industry Leader in Executive Level Coaching for Individuals; Operational manager for resource support team, dedicated to assisting clients succeed in their purchased program, and new student orientation team, dedicated to welcoming new clients, setting them up for success, and reducing the number of accounts pulled within 3 days of purchase. Combined three separate support teams into one unified team. Implemented rollout of LivePerson CRM tool. Wrote training materials for use in company training database. Wrote and maintained call scripts for outbound welcome call team. Installed reporting metrics for department while creating a reporting dashboard that was presented to executive management on a monthly basis. From May 2007 to June 2009 (2 years 2 months) Senior Team Lead @ One of largest retail chains in U.S.A.; Responsibilities included opening/closing store, act as store manager on rotating schedule, and ensure that store hit sales goals. Helped interview, hire, and train over 100 employees for opening of new store. Responsible for nightly cash deposits and cash office security. Managed three departments within store. Worked with employees to ensure that all sales plans were set on time and for maximum impact From July 2006 to May 2007 (11 months) Doba @ From February 2006 to May 2006 (4 months) Technical Support Supervisor @ World's largest online Genealogy site and top selling Genealogy software; Duties included managing a team of up to twenty support agents assisting customers with technical problems via phone, email, and online chat. Supervised the daily activities of technical support team. Acted as administrator for CRM tool RightNow Web. Hired and conducted training of new technical support team after acquisition of Family Tree Maker software program. Led effort that reduced response time for emails from 3 business days to under 12 hours. Managed Genforum message board community and online chat room. From September 2000 to February 2006 (5 years 6 months) Technical Support Agent @ From September 2000 to April 2003 (2 years 8 months)

BA, History @ California State University-East Bay From 1991 to 1996 Mark Devlin is skilled in: Call Center, Management, CRM, Training, Leadership, Team Management, Customer Service, Interviews, Time Management, Sales Management, Selling, Technical Support, Security, Lead Generation, Finance