Manager at Viscom, MN
Greater Minneapolis-St. Paul Area
- Current
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- Manager of Accounts/Operations at Viscom
- Past
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- Project / Vendor Manager at Viscom
- Customer Service Manager at Viscom
- Education
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- NAU, NCC, MN
- Connections
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20
connections
- Industry
- Information Technology and Services
- Websites
Mark Salinas’s Summary
My name is Mark Salinas. I have over 20 years of experience in Operations, Technology, Support Management, Project Management and Sales, working in the IT and service field. I have:
• Increased call center reps from 10 to 126 employees in three years;
• Set up an in-home service repair program that deploys in all 50 states;
• Set up support and fulfillment parameters for out state vendors
Set up a fulfillment escalation team to handle customer service, Warehouse/Distribution issues; and
• Created distribution, fulfillment and support processes with vendors.
• Created an Online program to sell out-of-warranty, used product up to lare sales volumes.
Maintained staffing levels.
My skills, experience, and dedication to Customer service and Operations Management are extensive in many different areas.
Mark Salinas’s Specialties:
HR, Purchasing, Negotiation, Procurement.
Mark Salinas’s Experience
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Manager of Accounts/Operations
Viscom
(Privately Held; 1-10 employees; Information Technology and Services industry)
July 2006 — Present (2 years 1 month)
• Direct and effectively develop strategic goals into specific operating and business plans and decisions
• Manage multiple employees/individuals at multiple locations in a very fast paced environment
• Responsible for administrative cost, and quality management to ensure meeting metrics and goals
• Collaborating with vendors and monitoring their quality standards to ensure they are meeting their guarantees and warranty obligations
• Identifying trends, performing strategic quality analysis on various competencies and programs
• Responsible for Hiring / Firing, employee retention and attendance.
• Develop the appropriate product, marketing and operating strategy to sell surplus products utilizing online services
• Provide leadership, direction and skill development to direct reports; managing warehouse, distribution and customer service centers; Ensure appropriate prioritization of initiatives and good personnel management -
Project / Vendor Manager
Viscom
(Privately Held; 51-200 employees; Information Technology and Services industry)
July 2004 — July 2006 (2 years 1 month)
• Managing hardware deployment teams, working with field technicians and clients
• Set up and designed the process work flow for new accounts with vendors from start to finish
• Manage program and project level issues and risk logs
• Implemented a specific manufacturer warranty for each account
• Initiated 3rd party support parameters for vendors
• Enterprise Resource Planning (ERP)
• Contract Negotiation
• Reviewed projects to ensure timelines and accuracy are met -
Customer Service Manager
Viscom
(Information Technology and Services industry)
July 2000 — July 2004 (4 years 1 month)
• Management of floor supervisors and call center staff
• Direct end-user phone and email support for escalated customers
• Created training documents, resources for staff as needed
• Trained staff
• Highly involved with workforce management and load balancing (i.e. appropriate balance of staff)
• Handled customer service escalations and appeals, ensure compliance with Better Business Bureau (BBB), and State Attorney General Offices
• Develop a climate for superior customer service
Mark Salinas’s Education
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NAU, NCC, MN
Business
MN Workers Compensation 2005, St. Paul MN
NLP training, MN
Additional Information
Mark Salinas’s Websites:
Mark Salinas’s Interests:
health, fitness, running, movies, family
Mark Salinas’s Honors:
MN Workers Compensation 2005
Mark Salinas’s Contact Settings
Interested In:
- career opportunities
- new ventures
- job inquiries
- expertise requests
- reference requests
- getting back in touch
