Marcus Weaver Email & Phone Number

Norcross, Georgia, United States

• Facilitate the development of the Work Breakdown Structure for the project technical resources. This includes meeting with the stakeholders and customers to define the activities required to obtain customer satisfaction. • Conduct Project Team meetings for each project. Ensure BPRF standards and requirements are included for various installation also ensure action items are assigned to team members as indicated in the project meetings for timely resolution. • Present the status of each project in the BPRF Weekly Projects meeting; updating the leadership project status report with the current project status for review by the managers each week. This includes; but not limited to, issues that requires escalation to management, highlighting dependencies between projects, and advising of resource issues that may affect the completion of the project. • Develop focused schedules for each project based on our Life Cycle model. Facilitate the inclusion of each project schedule into the overall Work Plan. Also includes identification of Vendor activities for each project that will ensure a quality product is delivered to the customer.

Atlanta, Georgia, United States

Achievement of intraday, daily, weekly and monthly SLA targets • Attend, manage or organize disciplinary procedures as required over multiple teams • Be cost conscious and ensure that resources are managed as efficiently as possible, maximizing opportunities to reduce cost without compromising service • Ensure client satisfaction as defined by each client contract or client expectations • Ensure that all HR related tasked relating to on boarding, performance / behavioral issues and termination of employees are completed timely, thoroughly and accurately • Interact with third party vendors as processes require • Interface with internal and external clients in order to ensure contractual obligations are met and client needs are satisfied • Involvement in operational projects and initiatives as associated with each client. • Ability to work multiple tasks across more than one client • Manage day to day operations and ensure that all daily and other periodic activities are completed as planned • Manage own performance and personal development as a role model within the Call Center • Manage the delivery of contractual service levels in order to satisfy client needs and meet revenue targets

Atlanta, Georgia, United States

•Manages customer service directives relating to policies, procedures and capital budget strategies •Analyzes data to identify customer needs, provides guidance and assistance to department staffs, field forces, and vendors during the planning process • Maintains operational knowledge associated with the area of responsibility and responsible for evaluating day to day operations, resolving customer issues, and concerns • Escalates improvement suggestions for customer retention, headcount, and training •Develops and implements the departments plans for Customer Service, responsible for the development of procedures for the handling of customer and executive appeals and escalations •Manages specific project assignments and tasks as related to business segment, responsible for creation of solutions to business requirements. •Develops plans targeted at improved effectiveness, efficiency and plans for the training, support •Implement specific short and long term project goals in the areas of customer operations. •Direct the flow of the operation and determine how to fix problems as they arise •Responsible for coaching, training, evaluating and managing performance evaluations of direct reports • Influences decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates •Monitors representatives activities using the Salesforce, Zopim, Incontact, Inside Sales & Ringcentral • Configure Service Associate’s skillsets and queue assignments using Salesforce, Zopim & Ringcentral

Greater Atlanta Area

•Assist Global Client and Agency Solutions (GCAS) global/regional account leaders in executing cross-market advertiser campaigns and large-scale programs across various Guest-Tek products and services. •Manage the execution of Joint Business Plans (JBPs) across various Guest-Tek products and services, regions, countries, local teams and channels to ensure follow through and delivery on agreements • Ensure activation of JBPs and large-scale programs and campaigns across markets through coordination with Account Management, Product Management and Call Center Support Operation as well as cross-functional implementation and delivery teams, in support of regional and global Client Leads. •Ensure flawless execution through coordination with Account Managers and internal support teams that are crucial for project delivery. •Ensure proper communication to clients, as appropriate, and align with Account Executives to make sure the centrally committed programs and partnerships are carried out locally. •Manage and monitor metrics for Key Performance Indicators (KPIs) and vendor performance scorecards. • Build business cases to support any operational changes or improvements. •Leverage advanced knowledge and implementation skills to succeed as a Senior Project Manager •Anticipate and manage change in a dynamic global business environment •Create, maintain and enforce project standards and best practices •Create and executes project work plans and resource requirements; revising as appropriate to meet changing needs and requirements

Greater Atlanta Area

• Responsible for Supervising 17 or more direct reports to ensure expectations are achieved • Manager of weekend and after hours operations; reported department data, challenges and monitor real-time call activity at various call centers and make necessary staffing adjustments • Troubleshoots system issues, determines root cause, repairs, coordinates with vendors when necessary, escalates and tests solutions •Monitors Service Associate’s activities using the Symposium Management System, EPIC, NICE, SHAREPOINT & IMPACT 360 • Configure Service Associate’s skillsets and queue assignments using Symposium • Monitor Service Associate’s Metrics using the Nice Evaluation System •Coordinate scheduling of all offices with call center supervisory staff and monitor agent productivity and provide feedback to call center supervisory staff • Create and adjust schedules, manage staffing time off request, time card reporting, monitor adherence scheduling, approve shift switching and administers shift bid process using the Forecasting and Scheduling System •Prepares, scrubs, trends, and analyzes historical data on call volume, Average Handle Time (AHT), absenteeism, Key Performance Indicator's (KPI), shrinkage, occupancy, adherence, and forecast accuracy to be used in the workforce planning process and recommends performance improvement opportunities based on analysis •Analyzes and recommends departmental staffing/scheduling options to management in order to achieve service level goals and performs intra-day management function and responds accordingly to unforeseen events, changes in the business, weather related issues, outages, etc. •Updates, maintains, and reports head-count, attrition, productivity, and other workforce performance related items. • Duties included; coaching, mentoring, developmental guidance, while assisting with opportunities for growth

Greater Atlanta Area

•Primarily responsible for managing the Customer Account Executives and the Customer • Order Processors. Ensures a high level of communication and customer service at all times. •Established customer service metrics, tracked performance, identified trends and reported key findings resulting in improved customer service •Effectively communicated company expectations to assigned personnel to drive implementation of business objectives • Conducted quality assurance observations for accuracy and provided necessary feedback to improve quality performance •Created a high performance environment to drive results of corporate initiatives • Provided coaching, mentoring, developmental guidance, while assisting with opportunities for growth •Partnered cross functionally on process improvement and cost savings efforts • Exercised discretion and independent judgment in daily operations and when handling details of a highly confidential and critical nature • Implemented and support best practices •Reviewed customer communications to ensure quality goals are met •Forecasted and Manage employees schedules •Provided guidance and ensure the clients understanding of Guest-Tek’s strategy, business plan and standards of performance. The single point of contact for my Corporate Clients request and inquiries. • Proactively communicate with customers to ensure satisfaction, gather information on any concerns or requirements of the customers and resolve in a timely manner •Acted as liaison between internal departmental divisions and external clients

Atlanta

8/2001 - 3/2008, Executive Specialist / Supervisor - Delta Air Lines, INC.• Scheduled, trained, and managed 17+ direct reports to assist with the handling of customer retention correspondence annually • Forecast and Plan employee daily, monthly, yearly work schedules • Represented Delta Air Lines and its Executive Officers in written and verbal communication responding to their high-valued customers, government agencies, consumer groups and travel agencies• Forecasted and managed an annual 25 million transportation service recovery budget• Coordinated and manage cross-divisional projects to increase productivity and improve customer service while reducing operational costs • Facilitated company meetings, seminars, and training classes for domestic and international employees • Ensured compliance with Department of Transportation and Transportation Security Administration regulations • Certified Complaint Resolution Official (CRO) in accordance with Department of Transportation • Responsible for adhering to and enforcing Disability regulations (14CFR382), Contract of Carriage (14CFR253.4 B), Involuntary Denied Boarding (14CFR250.9), European Union (EU) regulations (261/2004), and Transportation Security Administration regulations • Developed corporate training material for service recovery and quality assurance. • Developed correspondence database used to respond to over a half million customers annually • Creating Queries via BRIO , Business Accounting Revenue Tracking System (BARTS), KANA, Microsoft Word and Excel to capture statistical data of customer feedback and revenue • Measured/analyzed process performance and business results of Consumer Affairs, and Relationship Marketing to improve operational efficiency utilizing Six Sigma methodology11/1991-08/2001 , Supervisor - Delta Air Lines, INC.•