Customer Service Electrical Safety

Marcus Malone

***********@***.***

https://www.linkedin.com/in/marcus-malone-74b212338/

Marietta, GA, (770) 235 - 7575

Engineer

With over 15 years of experience in engineering, telecommunications, and customer service, I blend technical expertise with a client-focused approach. I excel in collaborating with teams to deliver high-quality solutions and enhance project outcomes through innovative design modifications. Proficient in CAD software and knowledgeable in the National Electrical Safety Code (NESC), I contribute effectively to complex engineering projects. Recognized for achieving 100% compliance and top sales performance, I am passionate about leveraging my skills to make a positive impact in the engineering field and fostering strong client relationships.

Areas of Expertise

·Proficiency in CAD software (e.g., AutoCAD)

·Knowledge of National Electrical Safety Code (NESC)

·Experience with Make Ready Structural Engineering (MRE)

·Proficiency in O-Calc Pro software

·Utility Plan Development and Modification

·Line Routing and Overhead/Underground Distribution

Design

•Field Surveying and Data Collection

·Structural Analysis of Utility Poles

·Application Preparation for Engineering Projects

·Technical Report Writing and Documentation

·Compliance with Safety Regulations and Standards

·Project Management and Timeline Management

·Proficiency in Microsoft Office Suite (Excel, File Explorer)

·Client and Stakeholder Coordination

Cross-Functional Team Collaboration

Accomplishments

·Achieved 100% compliance and 100% User Experience Score (UES) at United Healthcare, demonstrating exceptional customer service and adherence to company standards.

·Led the department in phone sales revenue and units for three consecutive months at AT&T, averaging $22,500 and 90 units per month, showcasing strong sales abilities.

·Recognized as the top producer in three major categories—inbound profiling, subscription, and loss prevention cases—at AT&T.

·Achieved status as the top salesperson in Operations (Southeast) for eight consecutive quarters at AT&T, averaging $100,000 per year, reflecting consistent high performance.

·Successfully completed the Cingular Management Training Program (MDP), enhancing leadership and managerial skills.

·Applied advanced knowledge of the National Electrical Safety Code (NESC) to improve project quality at BHC, ensuring compliance and safety.

·Implemented design modifications that enhanced project outcomes at BHC, contributing to higher-quality solutions for clients.

·Produced detailed design documents, including line routing and overhead/underground distribution, leading to successful project completions at BHC.

·Performed structural analysis of utility poles to ensure safety and compliance at Osmose, enhancing infrastructure reliability.

·Assisted in developing engineering standards and best practices at Osmose, improving overall efficiency and quality.

·Provided technical guidance to junior staff members at Osmose, fostering team development and knowledge sharing.

·Utilized specialized software tools like O-Calc Pro and CAD for efficient utility pole engineering and line design, increasing productivity.

·Managed project timelines and deliverables at Osmose, ensuring projects stayed on schedule and met client expectations.

·Assisted customers with account analysis in loss prevention for subscription and cloning issues at AT&T, reducing revenue leakage.

·Consistently achieved sales targets and received recognition for performance at AT&T, highlighting dedication and effectiveness in sales roles.

Career Experience

·

WEC Energy Group(2023-Present) Operations Mgr/Activations/Cancellation/Scheduling/Billing 2023 – Present

•Gas Operations Supervisor manages internal resources, external contracted resources and business application

process based on the need of the business unit.

•The Gas Operations Supervisor/Senior Gas Operations Supervisor rotates to other work areas/functions within Customer

•Operations in order to address workload demands, gain valuable experience, and to develop an understanding and

appreciation for other parts of the organization.

Engineering Technician I, BHC 2023 – 2024

·Collaborate with engineers, designers, and drafters to deliver high-quality solutions to clients.

·Participate in the development of permit and construction plans.

·Evaluate situations from multiple sources to make determinations and resolve issues.

·Review, modify, and create utility plans.

·Produce detailed design documents, including line routing and overhead/underground distribution.

·Implement design modifications to improve project quality.

·Apply advanced knowledge of the National Electrical Safety Code (NESC), electric utility construction standards, and communication facilities in daily work.

·Conduct field surveys and collect data for engineering projects.

·Utilize CAD software for drafting and design tasks.

·Ensure compliance with safety regulations and company policies.

·Assist in preparing technical reports and documentation.

·Coordinate with clients and stakeholders to gather requirements.

·Participate in project meetings and provide progress updates.

Engineer I, Osmose 2021 – 2023

•Performed Make Ready Structural Engineering (MRE) for major utilities, cable, fiber, and telecommunications companies nationwide.

•Conducted Make Ready Assessments (MRA) on poles for utility, cable, and telecom sectors.

·Prepared Make Ready Summaries (MRS) for all major utility, cable, and telecommunication network companies.

·Utilized O-Calc Pro software, Microsoft File Explorer, Excel spreadsheets, and Google Earth for utility pole engineering, overhead recognition, application preparation, and line design.

·Performed structural analysis of utility poles to ensure safety and compliance.

·Collaborated with cross-functional teams to optimize engineering solutions.

·Assisted in developing engineering standards and best practices.

·Conducted site inspections and assessments.

·Managed project timelines and deliverables.

·Provided technical guidance to junior staff members.

Help Desk, United Healthcare 2016 – 2021

·Utilized MIIM software to assist customers with questions regarding all aspects of their benefits and costs.

·Addressed and acknowledged member complaints and appeals.

·Processed formulary exceptions, tier exceptions, and coverage determinations to assist members with accessibility.

·Achieved 100% compliance and 100% User Experience Score (UES).

·Used RX Web software for determining coverage determinations, including prior authorization, step therapy, and quantity limits.

·Accessed RX Claim to add new users and assist customers with account history for prior authorization and troop levels.

·Assisted customers with registering on company websites to manage their accounts (aarpmedicareplans.com, uhcmedicaresolutions.com).

·Provided first-level technical support to customers experiencing issues with their accounts.

·Escalated complex issues to appropriate departments.

·Maintained detailed records of customer interactions and resolutions Contributed to knowledge base articles and FAQs.

·Monitored customer feedback to identify areas for improvement Assisted in onboarding new team members.

Education

Bachelors of Science in Business Operations DeVry Institute, Atlanta

Masters of Information Technology American Intercontinental University, Atlanta

Novice: Cisco, Windows NT, Server, MS Project, and Windows 2000 Computer Repair & Maintenance (A+), Networking, (Visual Basic), Java Script, DHTML, and ASP, Web Page Design, Application and Maintenance (Enterprise and TCP/IP)

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