Supply Chain Customer Support

Marc Marchena

Brentwood, NY ***** 646-***-**** *******@*****.***

WWW: Bold Profile

Professional Summary

Results-oriented Customer Support Manager with many years of experience meeting deadlines while increasing company revenue and productivity. Leverages troubleshooting, relationship development, negotiations, and process improvement to deliver departmental results. Thrives in high-pressure environments and excels in corrective action and strategic planning to implement and communicate departmental objectives and service levels. Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations. Dedicated and focused project management specialist with several years of experience excelling at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Flexible, detail-oriented and adaptive team player with expertise in equipment operation, staff training and development, customer service and process improvements. Skills

Leadership and initiative

Attention to detail

Quality assurance

Timeliness and cost control

Bilingual proficiency in Spanish

Customer relationship management

Claims processing

Time management

Effective communication

Problem solving

Goal orientation

Training and mentoring

Account management

Call center operations

Project management

Schedule coordination

Budget monitoring

Conflict management

Construction management

Scope management

Schedule management

Vendor management

Work History

FACILITIES PROJECT MANAGER 08/2016 - 05/2025

Global Facility Management and Construction - Melville, New York Managed daily operations and streamlined processes for efficient workflow. Participated in public meetings regarding site assessment and remediation projects. Implemented remediation strategies to reduce or eliminate contaminants in soil, water, air, sediment, and other media.

Investigated environmental contamination issues related to mining activities in order to assess possible remediation strategies.

Operated loading equipment to transport materials efficiently across worksite. Monitored compliance with company policies and safety standards. Interview Availability Resume Received

Coordinated project schedules and timelines for multiple construction initiatives. Managed contractor relationships to ensure compliance with project specifications. Implemented safety protocols to ensure a secure working environment for all staff. Monitored project budgets to identify potential cost-saving opportunities. Maintained records of all documents related to each project including specifications, change orders, invoices. Coordinated shipments and logistics processes to ensure timely delivery of goods. Managed inventory levels and tracked stock movements across multiple locations. Liaised with suppliers to confirm order details and resolve discrepancies promptly. Built and established strong partnerships with teams, vendors and contractors. Managed logistics operations to ensure timely delivery of goods. CUSTOMER SUPPORT MANAGER 02/1997 - 08/2016

Allstate Insurance Co - Uniondale, New York

Oversee customer inquiries, delivering support experiences that exceeded expectations. Analyzed reports, call monitoring, surveys, and vendor relations to refine and maintain workflows and procedures, Developed strategies to improve overall customer satisfaction ratings. Responded to escalated customer issues in accordance with company guidelines. Supervised daily operations of customer service team to enhance workflow efficiency. Trained and mentored new staff on customer service protocols and systems. Handled escalated inquiries, resolving complex issues effectively to maintain satisfaction. Coordinated report reviews with cross-functional teams for comprehensive project insights. Generated detailed reports covering all phases of material processes for documentation accuracy. Maintained meticulous records, circulating correspondence and files to ensure project efficiency. Organized expert inspections to scrutinize potential fraud actions thoroughly. Resolved customer complaints with empathy and effective problem-solving techniques. Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.

Drove customer escalations to resolution by engaging directly with clients. Education

The College Of Westchester - White Plains, NY Associate of Science Business Administration And Management, 06/2006

Accomplishments

Recipient of 4 DPA Awards (Distinguished Performance Award) Languages

Spanish:

Native/ Bilingual

Certifications

IICRC Certified Water Restoration Technician #8873594

Contact this candidate