Marc Hamlen Email & Phone Number

Raleigh-Durham, North Carolina Area

• Provide new site location recommendations for clients to expand their existing businesses. Manages the process for collecting market data and research.
• Proactively scopes routes ahead of time; researches the areas prior to surveying the location
• Provides competition analysis within designated market
• Provides analysis of client competitors within designated market
• Decreased overall length of project completion times by over 50%.
• Managed all projects with 100% on time delivery

Raleigh-Durham, North Carolina Area

• Managed the customer service experience for one of the highest volume locations in the company.
• Raised National Promoter Score (NPS) from bottom 20% to top 10%
• Decreased ticket time from 30+ days to less than 72 hours
• Built relationships with other functional departments to improve communication and streamline customer experience

Henderson, NC

• Managed call center for largest B2B office supply company in the world.
• Lowered customer care voluntary turnover rate for four consecutive years through innovative sales and customer relations strategies.
• Increased sales from $1,500,000 to $4,200,000 through management of several large-scale sales projects. One of our most successful projects was a pilot program created to increase office supply revenue from schools.
• Provided oversight fo all aspects of customer service department; teams of up to 40 individuals.
• Handled employee performance reviews
• Designed and administered an employee bonus structure