Marcus D. Buckner, Sr. Email & Phone Number

San Francisco Bay Area

San Francisco Bay Area

MRC/Xerox – Account ManagerFebruary 2014-October 2017 *Acts as a daily point of contact for customer service, sales support and machine supply/service fulfillment for multiple top level accounts *Increased customer productivity by proactively monitoring and adhering to set customer service, machine service and supply SLA’s for the customer fleet resulting in maximized uptime *Review customers quarterly costs to provide account reviews that detail machine usage and trends,… Show more MRC/Xerox – Account ManagerFebruary 2014-October 2017 *Acts as a daily point of contact for customer service, sales support and machine supply/service fulfillment for multiple top level accounts *Increased customer productivity by proactively monitoring and adhering to set customer service, machine service and supply SLA’s for the customer fleet resulting in maximized uptime *Review customers quarterly costs to provide account reviews that detail machine usage and trends, service history, and also research areas of growth or consolidation of the machine fleet *Retained the business of 20+ assigned accounts by actively working to reduce customer costs by analyzing data/usage trends for quarterly account reviews *Directly responsible for over 20 accounts and the retention of their business by building and maintaining a relationship that keeps their business properly functioning and providing cost effective services Show less

*Managed Customer Service and Billing teams by providing ongoing training and coachingto agents on handling issues and supporting our Customers* Performed quality analysis on agent phone interactions and email responses to ensureproper handling of Customer issues* Handled member escalations to resolution on a daily basis* Worked with Shift Managers to maintain daily Excel Agent Attendance and Productivityreports and databases along with tracking Incoming and outgoing… Show more *Managed Customer Service and Billing teams by providing ongoing training and coachingto agents on handling issues and supporting our Customers* Performed quality analysis on agent phone interactions and email responses to ensureproper handling of Customer issues* Handled member escalations to resolution on a daily basis* Worked with Shift Managers to maintain daily Excel Agent Attendance and Productivityreports and databases along with tracking Incoming and outgoing workflow in a 24/7/365environment* Actively participate in weekly Management meetings to schedule training and address anypending personnel issues with reporting agents and receive projects from Sr. Managers Show less

Performed 2nd Tier Customer Support via call center and email ticketing system; handledescalation overflow for Support Manager* Made daily Outbound Support calls to new and existing customers while educating our customerson our new products and how to best utilize their websites and company products for maximumresults* Able to resolve all client issues relating to any of Myers products