Marcus Andrade Email & Phone Number

As a University Coordinator it is my job to help arrange calls between our Technology Specialist's and universities and government labs regarding various technologies within their intellectual properties department that are readily available for licensing. My main responsibilities include but are not limited too:-Contacting universities and labs by phone and email-scheduling calls and managing multiple calendars-updating, documenting and maintaining company spreadsheets-assisting Technology Specialist's with any other projects, tasks or scheduling needs

San Antonio, Texas Area

Trained new hires on proper system usage, customer service tactics, and call control. Moniter Calls using Verint 360. Monitored and coached agents as well as conducted OAR and SOS sessions to help develop knowledge on metrics and meet company needs. Help new hires with self-confidence and knowledge, by giving constructive criticism to help them with excellent customer service on every call, to achieve optimal outcomes. Also helped assist agents in deescalating irate customers and reduce supervisor call requests. Took supervisor calls when necessary, to reduce dissatisfied customers and deciding on a course of action that best serves the customer without reflecting poorly on the company while maintaining excellent, friendly and professional customer service. File, document and organize information according to protocol for various applications. Used multiple online tools simultaneously to assist with daily duties. Proficient with MS Office, advanced Excel skills to extract and analyze data and experience in using pivot tables and graphs to properly document and perform duties of a performance coach.

San Antonio, Texas Area

Assisted Uverse customers troubleshoot their internet, television and phone. Answered all customer questions and handled customer complaints. Discussed customer questions regarding their bills. Document cases, used multiple online tools simultaneously while on the phone, maintaining excellent customer service and phone etiquette. Transfer calls both warm and cold to various branches of the company according to customer needs. Up sale company packages, products, services and promotions to give the customers the best possible experience with AT&T. Resolved complex issues as a SOS-CAT agent. Retain the ability to work alone and unsupervised as well as supervised and in a team. Followed all guidelines and keep up with personal metrics.

San Antonio, Texas Area

Responsible for setting up as well as demolishing wooden frames for concrete foundation to be put in place. Utilized power tools to cut 2x4 to right dimensions. Assisted in setting up foundation for industrial zones, schools and business’s to be built.

San Antonio, Texas Area

Performed inventory on product to be delivered for repair from San Antonio and Austin areas and driven to Houston. Upon completion of finished product, checked inventory and delivered product back to Austin and San Antonio.

San Antonio, Texas Area

Responsible for answering all incoming calls in a timely manner. Resolved customer questions and concerns while maintaining excellent customer service. Became a member of the Elite team where I trained all new staff members in answering calls efficiently and accurately.

San Antonio, Texas Area

Responsible for setting up Hallmark stores for new businesses. Silver Eagle (Distribution Company for Budwiser) Picked up orders from company truck and delivered product to various business customers around San Antonio. Opened and closed customer accounts and submitted orders. Set up conventions from start to finish.