Marcus Love Email & Phone Number

United States

Las Vegas Metropolitan Area

Deliver classroom learning and performance coaching both onsite and virtually, while working to develop expertise across multiple business units. Responsible for providing ongoing feedback on new learning programs and evaluating existing learning programs, for continuous improvement opportunities. Facilitate using multiple delivery methods such as computer-based, web-based, virtual classrooms, electronic support tools, and simulations. I participate in projects and work both onsite and virtual… Show more Deliver classroom learning and performance coaching both onsite and virtually, while working to develop expertise across multiple business units. Responsible for providing ongoing feedback on new learning programs and evaluating existing learning programs, for continuous improvement opportunities. Facilitate using multiple delivery methods such as computer-based, web-based, virtual classrooms, electronic support tools, and simulations. I participate in projects and work both onsite and virtual groups to promote/develop/maintain professional relationships with all Specialty and supporting colleagues. Facilitate both back-end and front-end functions. Show less

Las Vegas, Nevada

Responsible for up to 60 direct reports and 5 Clients. Developed 25+ process and procedure documents, allowing call center agent to perform their task in a consistent, repeatable manner which resulted in lowering site AHT by 2 mins and raised site quality by 12% within 6 months. Managed the technologies and technical personnel required to develop, manage and deliver training. As part of HR staff, worked to onboard new employees and developed succession plan. Lead partnership efforts to ensure… Show more Responsible for up to 60 direct reports and 5 Clients. Developed 25+ process and procedure documents, allowing call center agent to perform their task in a consistent, repeatable manner which resulted in lowering site AHT by 2 mins and raised site quality by 12% within 6 months. Managed the technologies and technical personnel required to develop, manage and deliver training. As part of HR staff, worked to onboard new employees and developed succession plan. Lead partnership efforts to ensure business needs were forwarded via training department activity. Led program design efforts, ensuring adult learning theories were successfully incorporated into training frameworks. Ensured transfer of training took place successfully to support training and business objectives. Maintained knowledge management system/database which tracks employee skills, qualifications, experience, training courses completed. Conducted training needs and gap analyses. Ensured transfer of training took place successfully to support training and business objectives. Participated in weekly client performance calls. Develops and conducted analyses and statistical reviews and kept records of quality reports and relevant documentation in the form that enables conclusive insights and data-driven actions across relevant departments. Developed proactive solutions and controls efficacy of the actions to close the loop on the found gaps and deviations. Lead team of appx. 8- 10 (on-site and remote) and develops the team to perform at a level that is needed for high-output quality assurance process. Highlighted key findings and suggestions to the higher leadership and shareholders. Show less

Las Vegas, Nevada Area

Monitor, track and evaluate associate performance based upon pre-determined KPI and provide personal feedback to associate to ensure all goals are met. Maintain constant presence on the production floor and actively interact with associates to ensure that they are actively engaged in productive work with properly functioning systems. Identify and coach under performing associates to meet client expectations through the creation and implementation of written actions plans. Daily resolve of… Show more Monitor, track and evaluate associate performance based upon pre-determined KPI and provide personal feedback to associate to ensure all goals are met. Maintain constant presence on the production floor and actively interact with associates to ensure that they are actively engaged in productive work with properly functioning systems. Identify and coach under performing associates to meet client expectations through the creation and implementation of written actions plans. Daily resolve of customer escalations, Responsible for communication between contact center management, client and associates. I participated in associate selection and interviewing process. Show less

Las Vegas, Nevada

Developed and facilitated new hire, continuous and professional development training programs. Facilitated leadership classes to supervisors and upper management. Responsible for a staff of 16 new hire trainers 3 healthcare contracts. Developed and maintained employee development plans and provided effective training to maximize employee potential. Facilitated continuous process improvement of operation and training procedure and managed client training initiatives by partnering with various… Show more Developed and facilitated new hire, continuous and professional development training programs. Facilitated leadership classes to supervisors and upper management. Responsible for a staff of 16 new hire trainers 3 healthcare contracts. Developed and maintained employee development plans and provided effective training to maximize employee potential. Facilitated continuous process improvement of operation and training procedure and managed client training initiatives by partnering with various clients and account management. Observed and provided monthly classroom feedback to training staff members. Ensure accountability of all members in the training team are knowledgeable on project information by keeping training manual and memos updated. Prepare lesson plans and course agenda for each training class. Partner with clients in curriculum design and modification. I assisted in developing supporting materials for the training department. Show less

Las Vegas, Nevada

Deliver new hire and ongoing training with emphasis on customer service and sales skills, client product knowledge, as well as company policies and procedures. I maintained a high success rate of successful graduates as demonstrated by high ratings on graduate evaluations and on the job performance. I worked in conjunction with supervisors and management staff, work with team members in the continued development of associates to reach optimal performance. Track trends and make recommendations… Show more Deliver new hire and ongoing training with emphasis on customer service and sales skills, client product knowledge, as well as company policies and procedures. I maintained a high success rate of successful graduates as demonstrated by high ratings on graduate evaluations and on the job performance. I worked in conjunction with supervisors and management staff, work with team members in the continued development of associates to reach optimal performance. Track trends and make recommendations for refresher and/or up - training. Conducted proficiency evaluations and certify trainees for the programs to which they were assigned. Ensured that all trainees were actively engaged in the training process. Show less

Las Vegas, Nevada Area

Facilitator for new hire training and advanced leadership training. Implement training sessions based off of current business trends and needs. Provide systems training for system upgrades and procedures. Monitor and provide feedback weekly of trainers for the training manager and gather progressing reports for the clients. Assist with quality assurance and production managers.

Tucson, Arizona

Copy Machine, Graphic Arts, Customer Support, Shipping and Receiving, Sales

Jackson, Michigan

Respond to telephone inquiries, providing quality service to customers and associates inquiring about the availability of status of orders. Listen attentively to caller needs to ensure a positive customer experience. Access electronic and paper cataloging systems to look up product information and availability. Strive for quick complaint resolution; commended by supervisors for the ability to resolve problems on the first call and avoid escalation of issues.