Marcus Malone
Marietta, GA ****8
Skills for Business Management
Professional Profile/Objective
A leader with combined twenty years experience of computer application and business operations management including improving the productivity, efficiency and flow of business operations. Understanding of the importance of customer service and how to use it to gain a competitive advantage. Possesses well-developed communication and interpersonal skills with proven success interacting with a variety of people in a team environment. Excellent sales/people skills. Seeking career opportunities in Project Management, Business Management/Analysis in order to become a more well rounded business professional.
Skills Summary
Communication: writes clearly and concisely, speaks effectively, listens attentively, openly expresses ideas, negotiates/resolves differences, leads group discussions, provides feedback, persuades others, provides well-thought out solutions, gathers appropriate information, confidently speaks in public
Interpersonal Skills: works well with others, sensitive, supportive, motivates others, shares credit, counsels, cooperates, delegates effectively, represents others, understands feelings, self-confident, accepts responsibility
Research and Planning: forecasts/predicts, creates ideas, identifies problems, meets goals, identifies resources, gathers information, solves problems, defines needs, analyzes issues, develops strategies, assesses situations
Organizational Skills: handles details, coordinates tasks, punctual, manages projects effectively, meets deadlines, sets goals, keeps control over budget, plans and arranges activities, multi-tasks
Management Skills: leads groups, teaches/trains/instructs, counsels/coaches, manages conflict, delegates responsibility, makes decisions, directs others, implements decisions, enforces policies, takes charge.
Applications
Telegence/CARE-seventeen years of experience utilizing both applications to assist customer with several aspects of operations including billing analysis, general account information/sales and updating customer account info when needed.
Clarify-four years experience using the application to assist with tracking information/updates/processing credits/adjustments, analyzing customer account information, technical support, troubleshooting equipment/networking issues and submission of tickets/cases for review.
System X-used this application to process upgrade to customer equipment, add additional lines and set up new activations to customers’ account a well as process equipment payoffs.
GFMS-successfully utilized this application in loss prevention to analyze new account activations for the purposes of minimizing company losses due to identity theft, account security breaches and social engineering.
Compass-used application in in loss prevention to verify and authenticate customer account information and pull/review customer credit report information to approve new account activations for retail store representatives.
Ecare-successfully used the application to address several customer issues with their wireless accounts regarding billing analysis/issues/ general account information and technical troubleshooting issues via email with customers.
ExpressPay-used to process deposits for new activations, transfer of bill responsibility and to process payments for account balances and equipment payoffs.
Experience
AT&T- Operations/Retention/Customer Service/Sales/Agent-Tech Support/Loss Prevention/ (1997-Present)
Project Management-Network administration, Oracle/Database management
Successfully completed Cingular Management Training Program (MDP)
Assisted customers with activations, tech, finance, sales, and product/service information (CS, CFS, CAS,
CRG, Sales, L/P-Top producer in three major categories-inbound/profiling/subscription/Compass/iBobsled
cases, GCase(data/voice billing analysis))
Top salesperson in Operations (Southeast) BMI eight quarters in a row ($100,000/yr avg.)
Assisted customers with analysis of accounts in lost prevention for subscription and cloning(CARE/Telegence)
Innotrac Corporation-Customer Service/ Sales/Technical Sales (1998-1999)
Provided exceptional customer service through product knowledge with high level of efficiency
Led team in all aspects of call center operations
Consistently lead call center group in statistical data six months in a row
Chosen as one of the top five representatives to handle the largest and most important company accounts in the
area of (software) technical sales
Areas of Expertise/Education
Bachelors of Science in Business Operations GPA 3.7(1991-1994) DeVry Institute, Atlanta
Masters of Information Technology GPA 3.4(1999 to 2000) American Intercontinental University, GA