Marcus Lewis Email & Phone Number

Bentonville, Arkansas, Us

• Manage 5 Second Level Supervisors with over 75 Direct Reports ensuring the delivery of Operation KPIs, and SLA• Manage a range of 5-9 Nesting Lead Supervisor overseeing After Training Nesting Program• yielding over 450 new hires in 2023.• Oversee all FedEx Invalid Shipment Escalations.• Coaching and Development for Second Level Supervisors providing feedback and support. • Responsible for identifying opportunities for improvement, quantifying impact, and collaborating with key stakeholders to improve KPIs, and customer experience.• Support implementation, track, evaluate, and communicate progress change to key stakeholders.• Coordinate, complete, and manage outsourced partner performance for Walmart Ecommerce.• Create and utilize Root Cause Analysis to determine areas of opportunity within service. • Ensure operational objectives are communicated to cross-functional business partners.• Provide weekly and monthly performance updates to Senior Leadership.• Develop New Hire Survey to better understand the needs of our onboarding associates.• Oversaw the development of Apple Business Chat with Walmart Ecommerce.• Oversee the testing of customer information hosting programs for Walmart Customer Care Tier 1 and 2.• Help reduce Repeat Callers Percentages through deep dive analysis for Customer Care.• Work directly with Tier 3 to create guided workflows to reduce improper escalations.

Lewisville, Texas, Us

Manage a team of 45 Technical Support Specialist providing outstanding support. Also manage a team of 10 Click to Chat specialist who provide online technical support. Manage direct reports that reflect year to date agent development. Provide one on one feedback to help develop new and senior agents. Complete Quality Assessments to develop consistency, customer satisfaction and ensure compliance throughout the department. Draft and deliver all Human Resources Administrative documentation. Utilize Workforce Management skills, forecasting and creating schedules for Online Chat Support Specialist on a weekly basis. Create, and maintain spreadsheets to determine future forecast and call volume to ensure Service Levels are met. Assist customer service agents with direct feedback to ensure KPI's are meet on a weekly, monthly, quarterly and yearly basis. Write, and deliver Year End Reviews to each full time employee. Take escalated customer interactions ensuring complete customer satisfaction, while maintaining company profitability. Review Customer Interaction feedback, and deliver any required coaching to ensure future success. Host monthly team meetings to identify new trends, practices and ways to ensure optimal customer support. Assist training department with development and implementation of new training materials to enhance customer experience.

New York, Ny, Us

• Oversee the activity of over 160 SSR I, and SSR II’s in a high volume inbound customer service environment.• Assist with new hire/on boarding process after completion of training.• Facilitate for new processes and or refresher training.• Perform one on one quality coaching session to further develop customer service specialist.• Deliver daily, monthly, and quarterly stats to identify training needs.• Subject Matter Expert, and point of contact for new supervisors transitioning from training.• Conduct coaching sessions providing feedback to customer service specialists identifying performance trends. • Review employee coaching document and performance gaps to determine root causes. • Maintain system of record for Training Bay production performance results. • Provide floor support and assistance for entire site.• Take escalated customer phone calls to ensure proper handling and PNP.• Act as a Liaison between internal and external customers. • Monitor daily productivity and schedule adherence to ensure optimum service levels. • Perform Quest Role testing for all Work Flows and Work Cards. • Facilitate call calibrations with Sr. Support Specialist III’s on completing Targeted Monitor Reviews.• Determined RCSA Test Procedure accuracy and effectiveness to mitigate risks.• Identify, track issues, control gaps, and process enhancements during RCSA Test.• Review customer email feedback to ensure optimal customer satisfaction.• Provide direct feedback to Customer Service Specialist after email survey call review completion.

New York, Ny, Us

Eagan, Mn, Us

• Acting Site Director Nov 2002- Feb 2003 Silver City, NM • Directed the operations team in an effort to correct any and all issues with our Gateway contract• Directed a team of over 60 Service Support Representatives in an internet/cable modem based 24/7 call center• Managed at team of 15 Second Level Supervisors • Service Level Management• Produce valuable Gross Margins to ensure company’s profitability• Conducted daily side by side monitoring session with SSR’s with direct feedback• Recruit new employees including reviewing resumes, screening, interviewing and hiring• Ensure effective training and mentor resources are provided for all employees• Implement all disciplinary actions in accordance with company policy and ensure consistency• Complete biweekly payroll for all direct employees.

Randolph Afb, Tx, Us

• Managed the production of specially annotated Airfield Element Target Graphics Team• Point of contact for over 50 aviation related facilities• Managed the imagery exploitation and research analyst in support of nuclear and conventional targeting