Marcus L. Staton

Of

McDonough Ga. *****

470-***-****

ad4pl6@r.postjobfree.com

Professional Profile

Team Manager with extensive experience in managing customer service and technical support representatives

●Highly motivated team player and team leader

●Excellent verbal, written and interpersonal skills

●Trained in all aspects of call center management

●Logical, precise and analytical

●Excellent time management and adaptation skills, very organized and responsible with extreme attention to detail

Professional Skills and Accomplishments

Team Management expertise and achievements

●Certified in CPU and IOS technical support; trained subordinates effectively in these fields

●Motivated all team members using effective coaching and mentoring, always stressing the importance of positivity, thereby keeping team morale high

●Proficient in Microsoft Office Suite, Outlook

●Gained certification for the following: Code of conduct, security, privacy, and continuity education. Attrition and absenteeism certified. Team building certification with staff engagement and best practices.

●Maintained the highest level of quality and issue resolution; always finishing fiscal month in the top ten percentile

●Monitored and coached employees on interactions with customers

●Provided all aspects of managerial support including, but not limited to, payroll, disciplinary actions, and terminations when necessary

Work History

IBM/Career Connections Incorporated; Technical Support: March 2016-Present

●Provide technical support for IBM servers. Create action plans for technicians to repair issues on site.

●Interface with customers via inbound calls or email for the purposes of resolving routine problems with products and/or services

●Utilize available resources and applications to ensure first call resolution

●Communicate effectively with individuals and team members to ensure high quality and timely resolution of customer issues

Apple/Concentrix Corporation; Team Manager: May 2012-March 2016

●Responsible for four performance coaches and approximately forty team members, in addition to providing support to all Concentrix employees as needed

●Provided thorough coaching and mentoring to all team members, fairly and objectively

●Monitored and provided feedback to team’s performance coaches so they may effectively assist advisors in their goals for quality and issue resolution

●Meet regularly with Apple and Concentrix executives for the purpose of calibrating calls and providing strategies for call improvement to enhance the customer’s experience

●Responsible for payroll exceptions, vetting time, correction of any discrepancies, processing PTO for all team members

IBM/Career Connections Incorporated; Remote Technical Support: June 2010-May 2012

●Provided troubleshooting for store registers and other point of sale devices to clients calling in to the help desk

●Retained ownership of all open cases, keeping lines of communication with client open until issue resolved

●Accurately and extensively documented all steps taken in the process of resolving issue

●Supported over two hundred clients at over five hundred locations on daily basis

●Escalated cases as necessary to proper interdepartmental groups, while still maintaining communication with client on steps being taken to resolve issues

Haverty’s Furniture; System Support Supervisor: 1997-2010

●Promoted four times during tenure: Dispatcher, Office Manager, System Support Representative, System Support Supervisor

●Trained new employees on work processes and company expectations of their respective positions

●Set time management goals for employees on daily basis, ensuring efficient and effective productivity levels

●Communicated and enforced company policy and procedure to all employees while adhering to human resource guidelines

●Conducted annual evaluations and monthly reviews on employee performance through observation of customer service quality and productivity

References Available on request

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