Marcus Allen Email & Phone Number

Managing a team of 25 direct reports and overseeing an additional 700 indirect reportsImproved operational efficiency by streamlining processes and implementing innovative strategiesReduced costs for increased profitability by optimizing resource allocation and eliminating redundant tasksCollect data from various departments and stakeholders regarding projected revenues, expenses and investment needsCommunicate the budget plan to relevant stakeholders and provide regular reports on financial performance, highlighting variances and explaining any deviations from budgetEnhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issuesIncreased team productivity, providing ongoing training, coaching, and performance feedback to staff membersIdentify potential risks that could affect the organization’s operations, projects or goalsCommunicate risk analysis, findings and mitigations plans to relevant stakeholders, including senior management, project teams and external partnersCultivating positive relationships with vendor and client to foster collaboration and resolve conflicts effectivelyChaired weekly meetings with senior management and executive teams for the purposes of advisement on business operationsSpearheaded process improvements to reduce errors and increase overall quality in operations managementManaged complex projects from concept to completion, ensuring on-time delivery within budget constraintsChampioned change management initiatives to facilitate the successful adoption of new technologies or processes within the organizationBuilt strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practicesOptimized costs to contribute to productivity, cost development and proficiency of central fulfillment operationsSetting clear performance expectations, providing regular feedback and evaluating d

Identified plans and resources required to meet project goals and objectivesManaged projects from procurement to completionIdentifying and selecting vendors aligned with the organizations needs and goalsConduct regular reviews of the budget and process to identify areas of improvement and make adjustments for future budget cyclesIdentify potential risks that could impact project objectives, timeline, budget or qualityIntegrate risk analysis into decision-making processes across the organizationMet project deadlines without sacrificing build quality or workplace safetyProvided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines to senior managementScheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules, and conflictsDeveloped and initiated projects, managed costs, and monitored performancePlanned, designed, and scheduled phases for large projects. Coordinated with cross-functional teams to resolve project issues and mitigate risks

Responsible for creating various process for all line of businessNegotiating terms, pricing, and service level agreements with client and vendors to ensure favorable terms for the organizationAnalysis of compiling for key data in regard to customer experience and the ordering/installation process which is utilized by senior management to improve Revenue GeneratedAccountable to provide timely resolution (on all lines of business) on customer issues that have been escalated to the executive levelEnsured all training new employees on department processes and current projectsProject prime within MSi for various Bell Canada projectsTasked with the responsibly of getting the Tech queue to a 90% SLA, while being extremely effective

Advise on how to adhere to company policies and scripts to consistently achieve call-time and quality standardsHeld the vendor accountable to ensure a safe and efficient transportation method was put in place to transport agents to and from the officeCompiled status and performance reports for team leaders to address company strengths and weaknesses.Co-ordinated with Senior Managers on how to achieve customer call guidelines for service levels, handle time and productivityImplemented and developed customer service training processesTrained new personnel regarding company operations, policies and services.Exported my skills, knowledge, and resources to Costa Rica in order to facilitate the opening of a new call centerResponsible for hiring and training of 150 agentsCreated and implemented new training modules for reps and team leadersManaged and provided training and development to Team LeadersCreated and maintained financial budget for incentives to keep morale upResponsible to find ways to meet daily SLA requirementsProvided coaching methods for team leaders to utilize with their reps