Customer Service & Operations Leader, Returning Professional

WILLIAM MARSHALL

***** **** ***** ***** • Charlotte, NC 28214 • *******@*****.*** • 704-***-****

SUMMARY

Operations professional with extensive experience in high tempo environments. Solid skills gaining and building trust, leading diverse teams and winning customer satisfaction. Superb command of account management, project management and client conflict resolution. Resourceful problem solver with a proven aptitude to design effective solutions. EXPERIENCE

Senior Client Services Manager • Yestrak.com, Charlotte, NC (Jun 2011 – June 2025)

• Managed a team with the responsibility to sustain and strengthen client partnerships through the delivery of SaaS call center technology solutions.

• Mentored account managers to improve their skills, set objectives and ensure alignment with company vision.

Full oversight of client communications to manage strategic, operational and technical challenges.

Leveraged account management best practices to ensure timely execution of product delivery, deployment and support.

Maintained visibility across entire account portfolio to mitigate client issues/concerns.

Developed and evolved best practices with the goal of exceeding client expectations and promoting customer loyalty.

Customer Service Manager • Delta Computec, Parsippany, NJ (2006 – 2011)

Managed support operations, policies and practices to ensure efficiency, quality and effectiveness.

Supervised Customer Service representatives answering general IT inquiries.

Coordinated the workflow of Field Technicians performing installations, repair, modification and preventive maintenance of IT equipment, software and network support services.

Monitored installation and service appointments to ensure SLA agreements were met.

Coordinated equipment shipments to ensure on-time delivery.

Managed inventory requirements and processed transfers as necessary.

Attracted vendors and negotiated pricing to secure strategic relationships.

Conducted ongoing recruiting to attract talented IT professionals.

Published reports, matrices and charts showing activity and effectiveness of group. Education:

California State University – Sacramento, CA

Bachelor of Science: Electronic Engineering Technology Community College of the Air Force

Associate in Applied Science: Electronics Technology ProData – New York, NY Certifications: CompTIA (A+ and Network+)

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