Marcus Stevens Email & Phone Number

Binghamton, NY

Kingston, NY

• Promoted to head-up development of end-to-end quality initiatives for multiple Department of Revenue (DOR) projects using newly designed performance metrics, statistical analytics and comprehensive methodologies
• Created tactical and strategic goals for QA team to ensure procedural best practices
• Coordinated directly with customer auditing team to research, consolidate and reconcile output feedback to drive maximum performance standards, from operators to applications to backend database logic

Kingston, NY

• Oversaw rollout of NYS Personal Income Tax project in newly opened Kingston facility; interacted directly with customer representatives onsite and offsite to improve output quality and understanding
• Responsible for managing, tracking, monitoring, training and evaluating performance of over 400 seasonal employees and 75 FTEs; developed process improvements and communicated all issues to development and quality.
• Appointed to design and implement senior management level internal and customer-facing dashboard reports and control of work allocation across multiple sites

Binghamton, NY

• Subject-matter expert in business processing solutions for Homesite Home Insurance, Utica National Insurance, Affinion Group and NYS Personal Income Tax (PIT)
• Assisted Customer Relationship Managers in client correspondence and queries
• Monitored PCI programs and reports; uncovered, addressed and provided solutions to issues per operational procedures and guidelines

Binghamton, NY

• Compiled, sorted and verified accuracy of Workers Compensation data
• Processed approximately 1500 documents daily
• Followed instructions per customer guidelines and expectations; consulted with supervisors over discrepancies

Cortland, NY

• Managed 15 lifeguards in 2 facilities
• Tracked and administered time logs to manage efficiency
• Stewarded safety in each facility which services 500-1000 people daily
• Submitted lifeguard evaluations, facility maintenance logs, incident reports, reservation forms and activity logs

Syracuse, New York Area

• Mentored 33 student residents via proactive floor meeting and coordinating events
• Mediated resident conflicts and questions; followed emergency protocols
• Filed weekly reports, duty logs, incident reports and programming forms on a weekly basis

Syracuse, New York Area

• Called constituents and aggregated their responses regarding various political topics
• Developed relationship management skills with an increased response rate