Marcus Mackey Email & Phone Number

Florida, United States

Nashville, Tennessee, US

• Met with both technical and non-technical users to document current state, customer profiles, pain points, and gains.
• Conducted virtual business process elicitation sessions with stakeholders to gather requirements.
• Performed technical analysis and presented requests directly to executive directors.
• Facilitated discovery phase for all hardware and software requests, incorporating AI-based tools.
• Documented findings and prepared presentations for executive leadership and project governance committees.
• Implemented AI solutions to streamline data analysis, identify patterns in Contact Center operations, and improve standardization efforts.

Tampa, Florida, US

• Collaborated with stakeholders to understand their needs and documented functional and technical requirements in Confluence, utilizing stakeholder management and requirements gathering techniques.
• Evaluated existing business processes and workflows to identify areas for improvement and optimization through business process modeling and workflow analysis.
• Designed and implemented process improvements for the Sales Order Release project which reduced manual processing time by 24% through organizing the backlog in shipment quantities.
• Created test plans and scripts, conducted tests, and ensured that developed solutions met specified requirements, employing quality assurance and user acceptance testing (UAT) methodologies.
• Conducted data cleansing and standardization efforts for the Master Data project resulting in a 35% improvement in data accuracy and established a centralized data repository, reducing data retrieval time by 40%.
• Prepared detailed documentation of business processes, requirements, and solutions, emphasizing technical writing and process documentation.

New York, New York, US

• Managed the integration of new payment gateway, streamlining the payment process and improving customer satisfaction scores by 18%.
• Conducted thorough analysis of existing payroll processes, identifying areas for improvement and implementing solutions that reduced payroll processing time by 25%
• Consulted with users and clients to solve complex system issues/problems through in-depth evaluation of business processes, systems and industry standards and recommended solutions.
• Consulted with business stakeholders and gathered requirements to determine system functional specifications and provided user and operational support.
• Utilized SQL to clean and transform data that identified key insights that led to a new strategy for reducing transactions costs by 15%.
• Conducted user accepting testing (UAT) for new payment and payroll system features, ensuring functionality met business needs before deployment.

Charlotte, North Carolina, US

• Worked with leaders and team members to define the business impact of issues and provide input into issue prioritization.
• Designed and implemented process improvements for the Business Process Reengineering project resulting in an 23% increase in overall productivity and facilitated cross-functional workshops to ensure successful adoption.
• Assisted supervisor and other business analysts in identifying solutions and defining requirements for defects/issues.
• Created business processes and procedures in SOPs and job aids.
• Defined solutions that are customer centric, intuitive, and efficient for end users and customers.
• Illustrated requirements through professional and easy to understand formats for various audiences.

Tampa, Florida, US

• Created ad-hoc reports to identify trend and process analysis to reduce financial impact to the business.
• Provided recommendations to evaluate and improve operations to maximize efficiencies.
• Worked collaboratively in a team with all levels of management with the ability to take ownership to complete projects with minimal direct supervision.
• Exhibited knowledge of software programs such as Excel, Access, PowerPoint, SAS EG, SQL, OneNote and Outlook with the addition of internal software programs.
• Presented results to management, including data driven business recommendations and alternatives.
• Demonstrated the ability to interpret financial data to effectively present information and respond to questions from peers and management.

New York, New York, US

• Developed a sustainable and robust reporting structure in support of client management, supplier management and staffing office operation.
• Implemented solutions effectively towards goals while showing ability to multi-task, work in a fast paced, high pressure environment and display excellent communication skills.
• Exhibited knowledge of Excel through utilizing VLookUps, Pivot Tables, formulas and other additional functions for high volume data.
• Served as a primary point person for creation of all C level presentations and aggregation of essential data sets.
• Responsible for all ad-hoc reporting requests, utilized SQL queries for reporting, and created BAU operational metrics to ensure SLAs are being met globally.
• Additional reporting responsibility include headcount trending, preferred supplier performance metrics, onboard and recruiting cycle time, and supplier compliance.

San Diego, California, US

• Monitored and reviewed non-residential customer account that may present financial risk.- Utilized GIS and SAP systems to manage and analyze spatial and operational data, optimizing resource allocation and enhancing.
• Analyzed sales projections and information to make sound recommendations for the market.
• Implemented programs and promotions of various telecommunication products and services.
• Continuously communicated with management and co-workers to ensure delivery of our services on time and exceeding our customers’ expectations.
• Provided deep knowledge of the energy industry through keeping abreast of the products, new and emerging technologies, market conditions, competitive activities, advertising, and promotional trends.
• Developed individualized proposals and business plans for prospective customers.

New York, New York, US

• Utilized Excel (V-Look Ups & Pivot Tables) spreadsheets, SQL, FTE, and statistical software to analyze financial data, trends, and developed forecasts.
• Supported senior staff in multiple areas of financial analysis through monthly management reports for forecasting, budgeting and strategic planning.
• Develop actionable recommendations to management relative to all analysis.
• Provided timely, accurate and relevant reporting and analysis for the achievement of the budget and strategic plan.
• Prepared and presented financial reports to reflect headcount data analysis, trends and productivity.
• Calculated profitability reports on appropriate business segments and performed monthly analysis identifying opportunities to reduce cost and utilization.

New York, NY, US

• Partnered with sales team to develop an annual Client-specific service strategy plan for clients within portfolio.
• Liaised as the key advisor to the client, providing advice and consultation on decision making.
• Used product knowledge to recommend and participate in product enhancement and service delivery plans.
• Acted as the clients’ central point of contact for resolution and escalation services issues and liaised with bank partners to manage issues.
• Analyzed client behavior and trends to propose service efficiencies.
• Acted as proactive partner, reaching out to client to assess progress, client satisfaction, and potential impediments to a high level of service satisfaction.