Marcus Durham Email & Phone Number

Charlotte, North Carolina

Conducts training for all new hires, conducts (CE) continuous education, refresher training, and ongoing training of existing employees. Monitors progress and coaches new team members. Issues feedback to the department, develops training interventions to address performance deficiencies. Provides coaching and on-job training (OJT) when required.Assist with operational and quality duties as needed. Conduct customer specific training to new and current associates. Review, report, and address attendance concerns. Relay attendance or behavioral issues to the training manager daily. Evaluate trainees participation and progress during training.Design and develop application training and development programs based on organizational and individual needs for maximum performance and needed or directed by the client. Ensure all nesting lab initiatives have been completed. Conduct daily debriefing sessions with classes.Monitor live and recorded calls and provide agents required coaching feedback. Conduct floor support for escalated calls as well as setting and example for the trainee on call control and de-escalation skills. Take calls as needed to support the business and determined to maintain job efficiency and knowledge. Interview potential applicants for the project and provide feedback and recommendations selection or denial based on the candidate interview. Conducts interviews for potential candidates, makes recommendations for hire or denial to recruiting department.Other duties as assigned, special projects and reporting as needed.

Rock Hill, Sc

Screened candidates via phone prescreening process, social media, resumes, and applications, schedule and conduct candidate interviews daily, provide testing as part of application process, schedule tours of potential work facility, process background screens for each candidate, onboard new employees and conduct orientation for new and returning candidates (including I9 paperwork and verifying W-2 paperwork is complete), administered 5-panel drug screens for all candidates using an oral swab, provided necessary coaching to candidates for attendance and performance issues, terminated candidates when necessary.

Charlotte, North Carolina Area

Exceed monthly revenue goals through acquiring new customer accounts, maximizing existing customers’ accounts to identify revenue opportunities, and excelling in quality metrics, provides exceptional customer service to individuals visiting the store, assist customers with service activations, changes and bill payments, responding to billing inquires, equipment replacement, selling accessories and processing price plan changes and upgrades, assist in maintaining store appearance, inventory counts and merchandising standards, complete accurate paperwork and transactions according to company policies and procedures, store keyholder responsible for opening and closing duties, securing inventory, handling cash deposits, acting as Manager On Duty when manager is not present.

Ft. Mill, Sc

Responded and resolve to in/outbound customer service inquiries via telephone and email queues, processed promotions, general credits, returns, and refunds for customers, placed, tracked and closed orders through Shutterfly order fulfillment systems, handled troubleshooting and technical support issues in general and Mobile App queues, consistently handled Tier 2 escalations/supervisor calls.

Provide technical support for requests from Legal Services or Operational Risk Management and Compliance (ORMC) teams for email, instant messaging, and/or file restores in support of regulatory or litigation matters, translate business requirements for document recovery into search terms that can be used by various journaling and archiving systems. Execute and modify (if necessary) proprietary post-processing software used for the document retrieval process, interface with senior executives during recovery requests. Collect requirements, recovery documents, execute searches, provide status, escalate issues, and deliver final product to the requesting party, maintain confidentiality of all requests, work with appropriate parties to obtain approval to access and collect server data. Create data manifest, update collection tracking log, and ensure successful transfer of data for each shipment of collected data to processing vendors, providing technological, process and operational support to existing Litigation Support tools and procedures, performing electronic document collections from various data sources including shared network locations, enterprise applications, email systems, and hard drives utilizing tools and software for discovery and investigative purposes.

Mass Communication/Media Studies

Communication And Media Studies