Marcus Henderson Email & Phone Number

Portland, Oregon Area

Portland, Oregon Area

• Facilitated department success and client satisfaction by implementing process improvements that increased team efficiency and profitability, while also leading large-scale platform upgrades and improving.
• Managed more than 10 remote and Portland-based project managers who support Fortune 500 corporations and Am Law 100 firms, overseeing team utilization, client satisfaction, training, and profitability
• Implemented process improvements that increased billable project manager time by more than 50% while reducing employee utilization by 30% across the Portland Client Services department
• Fostered prospective client relationships by leading technology demonstrations and trainings, as well as facilitating discussions about client services and operations policies and best practices
• Led large-scale initiatives that impacted the global Epiq organization, including the release of new processing engines and sunsetting outdated applications, while coordinating with IT, Operations and Product Management
• Served as the Client Services liaison for several departments, including Operations, Continuous Improvement, and Operations Engineering, addressing policy and client-related inquires

Portland, Oregon Area

• Led a team responsible for spearheading collaboration between high-profile clients, outside counsel and internal teams. Surpassed client expectations using strong communication skills and technical expertise.
• Drove client satisfaction and repeat business of prominent DTI accounts through successful management of a client services team of project managers and analysts
• Experienced in assuming responsibility of challenging cases after client expectations were not met by previous project teams; by proactively engaging clients and applying a solutions-oriented mindset, I built trust.
• Positively impacted DTI’s bottom line by earning repeat business through my technical knowledge, dedication to unparalleled success, and strong problem-solving skills
• Applied diplomatic communication skills while acting as a point of contact between internal departments and external counsel to achieve client deadlines
• Encouraged collaboration within the client services team to help establish and champion best practices

Portland, Oregon Area

• Coordinated resource management and worked with operations, sales, software development and the executive team to provide client deliverables ahead of schedule and within budget.
• Implemented multi-year, million dollar projects from initial scope to final delivery
• Created and managed detailed budgets, schedules and billing reports for more than 30 major clients, balancing competing priorities on a daily basis
• Personally developed and executed employee training programs as part of my department management responsibilities
• Coordinated successful communication between multiple internal teams to ensure successful project delivery
• Conducted monthly user acceptance testing to ensure all software releases were extensively reviewed and addressed client risk

Portland, Oregon Area

• Managed an operations team that traveled to client locations—oversaw onsite work, assigned resources, and provided ongoing status updates while collaborating with clients' operations and executive teams.
• Traveled nationwide managing a team executing onsite project implementations
• Created XMLs and SQL scripts to achieve custom client facing data outputs and reports
• Collaborated with internal teams to proactively address and resolve potential project risks
• Managed a team that successfully grew a small client from several thousand dollars a month to more than one hundred thousand dollars a month, making it the company’s largest account
• Allocated company resources while tracking constantly shifting priorities to meet client needs and revenue goals