Mark Lawrence Polidario

Workforce Supervisor

Led workforce management for multiple accounts, supervising RTA and scheduling teams. Worked with operations and planning on volume and staffing forecasts, driving continuous-improvement initiatives.

Workforce ManagementReal time AnalysisSchedulingForecastingContinuous Improvement

Workforce Scheduler

Built and maintained agent schedules and adjusted for volume changes with team leads and operations.

SchedulingWorkforce ManagementVolume Control

Workforce Specialist / Senior Workforce Specialist

Managed scheduling, real-time monitoring, and adherence tracking; supported intraday and volume-adjustment decisions. As Senior Specialist, mentored junior analysts on scheduling and adherence processes.

SchedulingReal time MonitoringAgent Adherence TrackingMentorship

GoHighLevel CRM Specialist

Configured GHL CRM accounts for clients across industries, building funnels, pipelines, and workflows for lead generation and follow-up. Set up SMS, email, and voicemail sequences and integrated third-party tools and APIs.

GoHighLevelCRM ConfigurationFunnel BuildingPipeline ManagementWorkflow AutomationSMS MarketingEmail MarketingAPI Integration

L2 Specialist

Handled escalated customer concerns and served as subject matter expert for first-level agents.

Customer SupportEscalation ManagementSubject Matter Expertise

Cruise Specialist

Handled cruise-related customer service and support duties.

Customer Service and Technical Support Representative

Provided customer service and technical support to clients.

GoHighLevel CRM Specialist

Audited 50 live GHL email/SMS workflows, diagnosed duplicate-send causes, consolidated overlapping workflow groups, and migrated 33 email templates. Delivered an audit report with status and test logs.

GoHighLevelWorkflow AuditsAutomationEmail MarketingSMS MarketingTrigger AnalysisTemplate MigrationTesting