MARVIN GITTENS, JR

Professional Summary

Motivated and dedicated professional with years of expertise in project management, sales and client relations. Proven track record of success in customer service and independent thinking. Demonstrates expert insight and proficiency in following policies and procedures. Skilled and collaborative team leader with experience in coordinating, planning and supporting daily operations.

Work History

Comcast Corporation Inc – C.S.R & Sales Agent -10 month project program

Smynra, GA

05/2019 - Current

Educated customers how to use company systems, complete forms and obtain desired services

Compiled customer feedback and recommended service delivery improvements to management

Educated customers on product and service details and information

Maintained accurate and current customer account data with manual forms processing and digital information updates

Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction

Resolved over 40 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management

Promoted available products and services to customers during service, account management and order calls

Conferred with management and vendors to discuss defective and unacceptable services and determine corrective action

Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas

Adhered to company policies and scripts to consistently achieve call-time and quality standards

Assisted customers by answering questions, responding to inquiries and handling telephone requests

Achieved and consistently exceeded revenue quota through product and service promotion during routine calls

Priority Payment Systems - Outbound /Inside Sales Representative

Alpharetta, GA

02/2008 - 02/2018

Responsible for handling escalated service concerns and resolving payment errors between clients and credit card issuing banks

Conduct thorough research of account and kept management team updated on status'

Effective communication with outside vendors in coordinating value added products

Liaison between client base and management team in order to submit recommendations towards process improvement and business development

Managed coordination of inside sales and outbound sales support teams to promote company products and increase revenue

Effective communication with internal/external vendors

Accountable for the funding of Cash Advances Program (5M in cash advances over the past 5 years to restaurants and furniture warehouses)

Fostered positive working relationships with staff maintaining sales conversion rate at 75%

Demonstrated superior listening skills in identifying client needs, and addressing concerns regarding approvals and declines of accounts

Recruited 1099's to provide assistance as needed

Met and exceeded all key performance metrics, responding to 60+ calls daily

Collected and verified online data for submission to upper management

Collaborated with Project Development Managers to assist with telesales outbound campaigns

Participated in meetings for professional development and updates on company process

Visited customer locations to evaluate requirements, demonstrate offerings and propose strategic solutions for diverse needs

MARRIOTT HOTELS WORLDWIDE - CUSTOMER SERVICE REPRESENTATIVE

01/2000 - 01/2008

Answered 80 inbound/outbound calls on a daily basis within a call center environment.

Processed payments on accounts, addressed billing inquiries and negotiated payment arrangements.

Interfaced daily with internal partners in revenue accounting, field services and new business.

Set the example in taking the initiative and remaining customer-focused.

Provided on-the-job training to new hires and served as Subject Matter Expert to current staff.

adc6vf@r.postjobfree.com

404-***-****

6315 Daniell Springs Dr, Douglasville, GA 30134

Skills

Sales Support High-Dollar Account Subject Matter Expert

Professional Development Management Conflict Resolution

Reports/Documentation Team Leader Call Center Operations

Process Improvement

Administrative support

Billing

Conflict Resolution

Inside sales

Outside Sales

Sale force client recruiting

MS Office proficiency

Education

NEW YORK CITY TECHNICAL COLLEGE. - 1983

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