www.MarcusBall.com

[ Employment Info ][ Community Manager ][ Ast Property Mgr ][ Clinical Massage Therapist ][ Account Manager ][ ][ Sales Executive ][ Client Services ][ Design Engineer ][ Gartner Group ][ Red Lion Hotels ][ Special Orders ][ Retail Ast Manager ][ Short Resume ]

Employment Info ...

Employment Info

Community Manager

Ast Property Mgr

Clinical Massage Therapist

Account Manager

Sales Executive

Client Services

Design Engineer

Gartner Group

Red Lion Hotels

Special Orders

Retail Ast Manager

Short Resume

6995 Port Rowan Dr. San

Jose, CA 95119

Marcus Ball. CMT

Phone: 408-***-****

abpn07@r.postjobfree.com

Clinical Massage Therapy

Massage Therapy

Being a Male Therapist

Ethics

Many occupational hazards of adult life will be greatly alleviated by

massage: aching back and shoulder after a long office stint

exhaustion or overstrained muscles from physical labor or

excessive exercise

circulatory problems from too little exercise by sedentary

workers.

Customer Management Tip

Creating Customer Loyalty

End user Training

Objective:

I am

looking to return to an inbound account manager style sales, support, or client

care position.

Important Points:My experience is centered around the many

different aspects of customer care including working in, managing and designing

high volume telephone customer service/call centers, managing accounts,

successfully running my own business, residential property management, and

nearly 10 years in various capacities at a 5 star business hotel. I enjoy

inbound environments: taking calls, repetitive tasks, evaluating solutions, and

the immediate gratification of resolving issues. I am a very creative problem

solver, confident in taking on new tasks, and comfortable working both "on the

front line" or "in the back office". Contact Center Experience

Hands on experience in

designing, developing, maintaining layouts, facilities, infrastructure of

multi-level technical/customer support help desks & call centers.

ASP Contact Center Design and

Development

Re-engineered the existing support

services infrastructure, created service levels and then provided those levels

of support to an existing 17M+ active user base.

-Commtouch Software

Deployed US 24-hour 16 language

international ISP telephone, email, monitoring support service center in

conjunction with Israeli counterpart. Comtouch

Software

Designed facilities, telecom,

written training material and internal processes for a support center of 20 to

50 agents answering phone and email inquiries supporting email solutions for

Microsoft s bCentral small business enterprise.

Comtouch Software

Supervised a high volume inbound

internet and telephone Call Center environment, primarily providing client

services to the Western U.S. and Asia-Pacific Regions.

Gartner Group/DataQuest Inc

Service and Support Experience

Managed overall operation, evolved

policies and procedures, pricing, increases, and upgrades for a 143 unit

residential property - Heritage Village

Apartments

Provided consulting services in

Hands on situations developing the clients infrastructure, internet presence and

customer care environments. Heritage

Village Realty Management; Paradigm Home Loans; Priority One Funding

Provided sales and telecom hardware

consulting to general and corporate call center accounts consistently

maintaining the highest departmental dollar per call sales average.

Hello Direct Inc

Responsible for the deployment and

continued pre and post sales training, support, and improvement of three

software applications for major clients such as MTS, Dell Canada, AT&T,

Victoria s Secret and Citibank. NewChannel Inc

Supported 300+ local Windows95,

Windows98, Outlook98, Office98 users and provided telephone support for 12

additional regional offices. Garner Group/DataQuest

Inc

Managed service levels, billing,

contracts, and all other Act Mgmt functions for companies including Visa,

Citibank, Stanford and the County of Santa Clara. Providing 4-48 Hr turnaround

of confidential or financial data to Microfiche, High Speed Print, CD, and Data

storage. -First

Image Management Company

Supervised various hospitality

environments: 5star Hotel Dinning Room, Night Club Floor, Convenience Store

Graveyard Shift, Slot & Casino Gaming. -Red Lion

Hotels; Winners Corner, Inc

Accomplishments and

Achievements

Professional Member - Associated Bodyworkers & Massage Professionals. (ID#: 822900) Insured with $9,000,000

annually coverage

Xerox;

Leadership through Quality Certification and training.

Interpersonal

Technology Group, A.C.T.I.O.N. Management Training Certification.

Dunn

and Bradstreet; Excellence in Client Service Award

Microcenter

Institute, Microsoft Windows Service and Support Strategies

Certification.

Compumaster

Institute, PC installation and upgrade ; Advanced PC hardware

maintenance & support Certification.

Gartner Bronze

Award, Call Center Intranet and Database development .

SC

MertoED, Property Management Certification.

California Apartment Manager

Association, CCRM

Certification."

(California Certified Residential Manager

Comprehensive Summary of Experience

2007 2010 Community

Manager

Park Plaza Apartment Homes.

Mountain View, CA

Managed overall operation of property. Collected Rents, determined unit

pricing, verified all property invoices, bank deposits and payments,

served all necessary legal notices, settled disputes between tenants,

leased available units, screened potential tenants, credit and other

references. Prepared and tracked all advertising determined and

supervised capital improvements. Supervised property maintenance and all

repairs, monitored buildings and landscaping.

2005 Present Assistant

Manager, Leasing Agent

Heritage Village Apartments. Campbell, CA

Co-Managed overall operation, Developed

Marketing, Web Site, and Resident Documentation. Evaluated Policies and

Procedures, Unit Pricing and Increases, Unit Upgrades for a 143 unit

residential property.

2002 2006

Clinical Massage

Therapist -

Bay Area Massage Network. Saratoga, Hollister, CA

Owner; two private practice clinical

therapy offices providing targeted Trigger Point and Myo-Fascial

therapies. -

BayAreaMassage.Net BabeClinic.com SJMassage.com

2004 2005

Account Manager / Recruiter

- Online Technical

Services. Campbell, CA

Managed the complete recruiting lifecycle

of both candidate and job procurement.

- OnlineTechnical.com

2004 2004

Graveyard Shift

Supervisor/Cashier

Winners Corner. Sparks, NV

Supervised all aspect of the graveyard

shift including casino, slot gaming, gas pumps, and retail sales. www.WinnersCorner.net

2004 2004

Independent Consultant

- Paradigm Home Loans/ Priority One Funding

Prospected debt consolidation and

home equity loan candidates.

Determined call center systems,

infrastructure and IP backbone needs.

2001

2002 Inbound Sales

Executive -

Hello Direct, Inc. San Jose, CA

Provided Sales and Telecom Hardware

consulting to SOHO and corporate call center accounts.

2000

2001 ASP Client

Services Engineer -

NewChannel Inc.

Redwood City, CA

Developed Alpha and Beta versions of

Liveperson.com base applications.

NewChannel.com now LivePerson, Inc.

1999

2000 Senior Support

Design Engineer

- Commtouch Software, Inc.,

Mountain View, CA

Senior Technical Support Development

Engineer- Technical & Customer Support Services

Project Lead (USA) Service Provider

Solutions - Technical & Customer Support Services

Customer Support Strategies

Specialist - Microsoft bMessaging Senior Design Team

1996

1999 Call Center

Services Specialist

- Gartner Group/Dataquest Inc., San Jose, CA

Team Lead (Western U.S. & Asia

Pacific Regions) - Client Communications Center

Desktop Systems & Technical Support

Specialist - IS&T

1994

1996 Customer Support

Representative

- First Image Management Company, Sunnyvale,CA

Managed all account billing &

4-48 Hr turnaround on Microfiche, High Speed Print, CD, and Data storage

www.FirstData.com

1988

1997 Multiple

Positions -

Red Lion Hotels & Inns, San Jose, CA

Maxis Dining Room - Bus person,

Server, Captain, Host, Reservations Manager

Room Service - Server, Cashier

Club Max - Night Club Door

Supervisor

www.RedLion.com

Summary

of Primary Education

2002 2003

- Trinity College, San

Jose, CA

190 Hrs Clinical Intern/540 Hrs

Instruction - Eastern & Western Massage Modalities

1994 -1996 - Chelsea

University, Chelsea, UK

Master of Science, Traditional Chinese

Medicine

1991 1993 - San Jose State University, San

Jose, CA

Business Finance Major with a Minor in Economics

1988 1991- West Valley College, Saratoga, CA

Associate in Arts Degree, Level 1 Certification in Management

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