adf2jm@r.postjobfree.com

614-***-****

Marc Miller

Professional Highlights

- Over 8 years of total supervisory experience

- Achieved 9.7 overall score (out of 10) in Voice Of the Employee survey results that’s reflective of the improved culture and morale of the team

- Strategically coach, develop and mentor representatives in career progression and development

-Transitioned to Branch manager in a month after beginning employment with US bank

-Continued to maintain a high level with customer service scores

Skills & Abilities

●Excellent Interpersonal Skills

●Strategically coach representative based on their learning style to get the highest ROI

●Passionate about providing outstanding experience to every customer and representative

●Extensive Knowledge of various systems and tools I.E. Microsoft products and Google Products

Professional Experience

Area Manager- Amazon Corporate May 2020- Present

-Lead, manage, and develop a team of 50-200 Amazon associates

-Communicate policies to associates and act as a primary information source for the team

-Ensure procedures are followed for the building security and product loss prevention

-Develop performance goals and objectives to achieve customer demand and ensure accuracy and quality

Supervisor HR Direct- LBrands September 2019-May 2020

-Directly manage a team of HR representatives including performance management, workload distribution, hiring, and administering disciplinary measures

-Analyze call volume trends, project future call trends

-Lead and ensure execution of training for new associates

-Diagnose highly complex issues and collaborate with the appropriate internal/external partners

Branch Manager- US Bank June 2018-September 2019

-Direct all operational aspects of the branch including customer service, scheduling, coaching, and other administrative duties in accordance with the banks objectives

-Assisting customers acquire the needed products for financial stability through discovery of their current and future needs

-Overseeing the loan and line of credit process to ensure all guidelines are met

-Build rapport with the community to attract business and assisting with customer relations

Tech Chat Supervisor -Verizon Wireless December 2016- June 2018

- Collaborate and partnered with interim and future leaders in the customer service chat department

- Manage and support call center representatives by providing daily feedback, weekly coaching, necessary training in an effort to become successful in their current role

- Handle escalated customers and partner with the representative to come up with the best resolution for the customer and the business

- Evaluate the employee performance to ensure the employee is performing to the level that is expected

- Build a solid culture of sustained success and a positive morale within the team and amongst peers

CRT Customer Service Supervisor (Customer Relations Team) Verizon Wireless March 2015- December 2016

- Provided coaching and development to representatives who have goals of becoming a leader in the business

- Handled/coached escalated calls to provide positioning for representatives taking the call

- Provided creative solutions for representatives handling escalated call types

- Provided training and shadowing opportunities for representatives in an effort to prepare for the next role

Customer Service Supervisor (New Hire Department) Verizon Wireless May 2014- March 2015

- Assisted in the development of New Hire representatives to business

- Trained and provided call taking support for 17 total weeks as New Hire representatives gain prospective to the business

- Provide coaching and development to uncover successes and area of opportunities that will make the New Hire Representative successful in the business

- Handled escalated situations when they arise with customers and provide support and positioning for representatives and/or provide the best recommendations for the customer

Technical Support- Verizon Wireless April 2011-October 2013

- Assisted customers resolve various issues pertaining to their devices with Verizon Wireless

- Provided customer support with various resources available such as MTAS, MARS, etc.

Special Projects

Project Lead Chat Support 2017

- Led and directed Chat representatives to deliver superior customer service, develop and create self-sufficiency among care representatives

- Successfully achieved that moving as high as 9th nationally from 16th in the business

Mentor Emerging Leaders Program 2017

- Provided weekly mentor assistance with projects for a nominated Hilliard future leaders

- Led weekly meetings on progress of projects

- Challenged their mindset and way of thinking by providing them with tasks to accomplish- set deadlines and followed up to gauge the completion

New Hire Mentor Care- March 2013- August 2013

- Assisted in the development of new hires in the customer care department

- Lead debriefs in which we discussed challenges the new hire class may have experienced throughout the day while taking calls

- Provided feedback/coaching by listening to calls from the representatives- discussed successes and opportunities that were observed during the call(s)

- Helped new hires gain understanding of the tools Verizon provides employees to be successful with continual practice of the resources provided by the company

Education

Wilberforce University- Bachelor of Science Degree- Business Marketing

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