Marcus Benson Email & Phone Number

Atlanta, Ga, Us

Atlanta, Ga, Us

Atlanta Metropolitan Area

Acting as the Sales Operations Manager for Watermark’s HST Services. Manage special projects, trials, and initiatives to enhance the customer experience. Key responsibilities include building credibility, establishing rapport, maintaining an open line of communication with stakeholders, and developing data analytics and visualization dashboards for both account sales and product management.

Atlanta Metropolitan Area

Acting as the Program Manager for the Watermark HST Services, I was able to utilize my range of skills to manage transactions with the fulfillment center. In addition, I problem solved high level issues between the company and its customers. This role also allowed me to work directly with national accounts upon special request.

Atlanta, Georgia

Manage, develop and coach a team of support specialist in customer service and support departments.Create and manage a variety of monthly goals that include quality, efficiency, availability and customer satisfaction. Make recommendations on hiring, terminations based on performance appraisals. Identify areas of improvement to explore potential improvements within processes and workflow to exceed SLA’s. Partner with leadership team to analyze the performance of the customer support workforce, to determine if additional training and education is required.

Atlanta Metropolitan Area

Provide comprehensive technical support to ARES Unicorder home sleep testing providers and customers. Troubleshoot a diverse range of issues and provided corrective actions to customers pertaining to Home Sleep Testing Equipment. Maintain ownership of issues from receipt to conclusion.Communicate clearly with a broad range of customers to establish a firm grasp of technical problems.Train team members to efficiently perform technical support tasks.

Responded to and resolved a large portion of service requests on a first call basis.Ensured consistency of customer response Service Level Agreements.Comprehensively reviewed knowledge based articles to provide concise technical solutions.Tracked difficult product issues to develop resolutions.

Provided the first line of support for external customers using medical equipment.Effectively complete a variety of goal-oriented departmental tasks that require adaptability, attention to detail and efficiency.Ensure all necessary medical documents and patient accounts are consistent and complete to permit the timely billing of patient services.

Offered payment solutions and educate customers on the importance of maintaining good financial ratings. Served as a credit counselor by offering solutions based on members individual needs with a goal of negotiating payments solutions. Established good customer relations while proactively negotiating solutions that are mutually beneficial to the cardholder and bank.

Successfully managed 25 associates and 1 Team Lead within the Atlanta Service Operation Support Center while surpassing Customer Support numbers and Service Level numbers Provide strong leadership, coaching, mentoring and day-to-day direction for direct reports supporting field-engineering activities. Demonstrated the ability to set and exceed goals to ensure that a consistent high level of customer satisfaction is maintained.Reduced Overtime by 40% while still meeting monthly requirementsMet goals in Service Level, Average Speed of answer, and jobs scheduled rate with reduced headcount.Member of the 1st team to implement Performance Improvement Plans used to educate customer service reps and routinely clarify work performance to improve overall production.

Motivated and developed a team of service coordinators. Provided timely feedback to team members to help improve individual performance and overall productivity. Created improved processes to eliminate unnecessary steps to increase efficiency and productivity. Provided solutions to a diverse range of moderately complex problems while building working relationships with the field partners to drive service results. Chosen as the facilitator of the GTS Relationship conference calls to build the relationship within the Service Operation Support Center across multiple sites.Member of the Six Sigma Project Team selected to improve scheduling rate for Federal Service callsPerformed reviews, job skill and knowledge assessments to ensure accurate performance and reduce number of errors and escalations.

Computer And Information Sciences And Support Services

Associate'S Degree, Information Technology