Marcus Kraus Email & Phone Number

Great Falls, Montana, United States

United States

Assisted the store manager to ensure that all guests had an experience in store that aligned with the mission of the company. Lead teammates through educational pieces and mentored their performance with a supported approach. Tracked staffing levels and forecasts with store management.

Great Falls, Montana, United States

Oversee the day to day operations for a team of colleagues of 35+ including Operations Supervisors. Maintain accurate reporting and presentation of team performance to multiple clients at regular intervals. Assist in implementing effective business strategies to increase performance metrics and ensure a positive support experience is provided to their customers. Forecast production volume through analysis and make staffing recommendations as necessary. Complete expected production levels within budget provided by the client. Evaluate current process' for opportunities to increase efficiency, output, or a combination of the two. Evaluate current resources available to colleagues with the goal of maintaining an environment that allows everyone equal opportunities to succeed. Complete necessary interviews as the hiring manager. Proven ability to coach and develop colleagues into higher levels of leadership within the company.

Facilitate program training for newly on-boarded colleagues. Provide supplemental support outside of the classroom to colleagues who have been identified as having areas of opportunity to grow program/technical knowledge. Work with internal and client training leadership to identify areas of opportunity within the training and new hire experience and implement those process’ as daily practices.

Great Falls, Montana Area

Act as direct report for a team of 15-25 colleagues. Drive performance metrics by providing consistent coaching and development in Customer Satisfaction and Quality Assurance skills. Manage the day to day operations of the team. Monitor service levels of the program and coordinate with other teams in the enterprise to manage support volume and traffic with the available staffing. Work with Operational Management to identify any trends that would impact our support systems. Offer support and development to individuals seeking to advance career.

Great Falls, Montana Area

Support Operations Supervisor with providing consistent feedback on Quality Assurance metrics and performance for a team of 15-25. Provided coaching and up-training to teammates with particular struggles in work flows or product knowledge. Resolved escalated support requests from customers that were unable to be handled by front line colleagues.

Great Falls, Montana Area

Handled requests for support from customers over via phone, live web chat, and email. Requests included updates on delivery progress, technical trouble shooting of the product, billing support, and assistance with replacement of lost or damaged accessory orders.

Great Falls, Montana Area

Set reservations for guests, processed payments upon check in and completed check out procedures of guests, assisted with general requests, maintained lobby appearance, handled sales of art pieces displayed in the hotel. Worked with the housekeeping staff to coordinate room readiness.

Great Falls, Montana Area

Maintained calendar for the sales staff. Directed incoming contacts to the appropriate member. Entered project estimates into customer database, as well as did cost management for projects. Handled various tasks as dictated by the owner of the company.