Data-Driven Customer Service to MIS

Marcus Milton

Phone: 662-***-**** Email: *************@*****.*** LinkedIn: linkedin.com/in/marcus-milton-47ba13288/

SUMMARY

Customer service leader transitioning into Management Information Systems with over 15 years of experience leveraging data-driven insights to enhance customer satisfaction, resolve complex issues, and optimize team performance. Proficient in CRM platforms, data analysis, and process automation. Adept at translating technical concepts into actionable strategies that improve customer retention and business outcomes. Consistently recognized for achieving high service metrics and driving team success.

WORK EXPERIENCE

ActivEngage Subject Matter Expert

Aug. 2021 – Present

• Designed and implemented comprehensive training programs, resulting in a 20% increase in test drive conversions and a 50% boost in chat resolution rates.

• Leveraged Salesforce CRM and Excel to analyze performance data, identify skill gaps, and implement targeted coaching strategies that improved team productivity.

• Developed automated performance tracking reports using Google Sheets, reducing manual tracking time by 30%.

• Achieved a 96% satisfaction score in quarterly reviews by optimizing workflows and delivering tailored training sessions.

U-Haul Customer Service Agent

Apr. 2018 – Aug. 2021

• Maintained a 33% rental conversion rate, ranking in the top 10% for customer retention in the region.

• Managed an average of 80 customer interactions daily, resolving over 45 transaction issues efficiently while maintaining high customer satisfaction.

• Utilized Salesforce CRM to manage client accounts and analyze customer behavior, improving retention strategies.

• Trained and mentored new hires, contributing to improved team performance and a positive work environment.

NexRep Customer Service Representative

Mar. 2017 – Mar. 2018

• Delivered personalized support and dietary recommendations to over 75 customers daily via phone, chat, and email.

• Maintained a 93% customer satisfaction score through empathetic communication and efficient issue resolution.

• Developed personalized dietary plans based on customer data to increase client retention.

EDUCATION

Northwest Mississippi Community College (Remote)

Business Administration

Relevant Coursework: Data Analytics, Database Management, Systems Analysis

SKILLS

Technical Skills

• CRM Platforms: Salesforce, Zendesk, HubSpot

• Data Analysis Tools: Excel, Google Sheets, SQL

• Business Intelligence Tools: Power BI, Tableau

• Process Optimization and Workflow Automation

• Quality Assurance and Performance Analysis

Soft Skills

• Leadership in Team Training & Development

• Strong Customer Relationship Management and Engagement Techniques

• Problem Solving and Process Improvement

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