Mark Pitre

Experience

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  AT&T - Get Wireless Now

  Jul 1994 - Oct 2001

  Customer Operations Resource Manager

  * Managed the call center for the AT&T (BellSouth Mobility) Louisiana Headquarters.* Composed the daily schedules, tracked attendance, vacation approval, coordinated training and monitored adherence to company policies for 150 customer service representatives.* Updated personnel files and trained employees on telephony software and equipment.* Prepared daily and monthly call reports, monitored daily service levels, in addition to acceptance and abandoned rates.* Scheduled all call monitoring and transferring for Customer Operations within the state.* Coordinated the implementation of a Rockwell ACD (Automatic Call Distribution) VRU (Voice Response Unit) system and created a Disaster Recovery Manual for Customer Operations in Louisiana. Show less

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  Hospitality Enterprises

  Feb 2002 - Oct 2002

  Central Reservations Office Director

  * Managed the reservations departments for Airport Shuttle, Destination Management, New Orleans Tours and New Orleans Paddle wheels.* Created a consolidated training manual and coordinated the training of multiple new software systems.* Monitored the daily operations of the department which included departmental expenses, employee payroll and attendance.

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  American Automobile Assoc

  Nov 2002 - May 2004

  Member Service Manager

  *Managed the operations of the emergency road service and dispatch departments for several Southeastern states.*Ensured that Five -Diamond service standards and AAA policies were maintained through training, development, counseling and schedule forecasting of the personnel.*Completed performance reviews, maintained personnel records and documented disciplinary action of 50 member service representatives.*Investigated and resolved member service complaints; also handled routine equipment repairs. Show less

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  Mayflower National Life Ins Co

  May 2004 - Nov 2007

  Customer Care Manager

  *Managed the daily insurance operations of insurance contract processing, death claims, telecommuting and customer service departments. *Facilitated monthly departmental meetings.*Created and distributed bi-monthly reports to funeral homes throughout 38 states.

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  CGI Federal, Inc.

  Apr 2008 - Dec 2017

  Passport Processing Manager

  • Managing administrative, personnel, and operating processes in order to meet production expectations for timely issuance of Passports at the New Orleans Passport Center.• Site manager for CGI Federal at the NOPC for federal contractor staff. • Documenting and managing performance, attendance or conduct issues.• Planning, directing, and coordinating the daily activities of mail open, cashier, image capture /scanning, image review, data entry, book print, quality control, and PRISM for Passport production. Manage the international production and shipment of Overseas Photo Digitized Passports and CRBA Certificates.• Overseeing customer service functions such as National Passport Information Center searches, re-writes, re-issues, re-mails, suspense, abandons, letters to applicants, CSOP and passport destruction. • Provides recommendations to the Government for achieving daily and weekly processing goals and determines the level of support required within numerous departments.• Monitors and schedules the delivery of accountable items inventory for Passport and CRBA production. • Created and developed Standard Operating Procedures for Passport and CRBA Processing. • Handles the staffing and operating budget for CGI at the New Orleans site office. Show less

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  Perspecta

  Apr 2018 - Jun 2020

  Resource Manager

  Managed technical staff working within Project Management, Cyber Security, Network Operations, Information Technology and an Enterprise Service Desk. Increased revenue and staffing levels while managing 140 specialists on the NGEN Federal Contract.Coordinated Wireless Implementation Project at the Marine Corps Facility in New Orleans.

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  Leidos

  Jun 2020 - now

  Regional Manager

  Multi - Functional Transition Team Lead for the Marine Corps Enterprise Network (MCEN). Resource Manager over Marine Forces Reserves Billets on the SMIT-MCEN, Department of Defense Contract. Defense Group President Achievement Award in 2021.