Marc Grove Email & Phone Number

Strong, innovative leader with exceptional project management skills. Always looked to as the person to go to when things must get done due to his inane ability to look for out-of-the-box solutions that are insightful and cost-effective. Considered subject matter expert on all aspects of digital operations, platform optimizations, and web site integration. Has successfully found ways to drive contacts out of customer service operations while improving the experience. Comprehensive background in IT management and operations. An innovative management professional that fosters a team environment to meet the corporate business objectives. My current role is in driving out costs and improving processes for a construction company. Prior to that I was leading a team responsible for providing best-in-class chat and social media platforms for the AT&T Entertainment Group, first as an AT&T employee then as a Sr. Program Manager for their chat platform provider, Nuance Communications. From April 2013 through October 2015, I managed the operations for chat and social media for the U-verse and DSL technical support teams with centers located in the United States, Canada, India, and the Philippines. Our mission was to drive an effortless customer experience while promoting AT&T self-service tools and removing call volumes from our voice programs. Prior to this assignment, I managed chat centers supporting online consumer U-verse ordering and online account management.Prior to joining AT&T, I was heavily involved in IT management, business planning and development, process and procedure design and improvement, IT operations, vendor management, customer service, security, problem identification and resolution. I believe in fostering a team environment of cohesiveness and high quality with a focus on the corporate business objectives.Specialties: Technical Infrastructure, Security, Project Management, Operational Cost Containment, Telecommunications, Customer Service, Disaster Recovery, Technology Operations, Technology Deployment

Listed skills include It Operations, Disaster Recovery, Telecommunications, Software Deployment, and 28 others.

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  Northern Michigan University

  Bachelor Of Science (B.S.)