Marcus K. Email & Phone Number

San Francisco, Ca, Us

San Francisco, California, United States

San Francisco Bay Area

-Cultivated and managed various portfolios of nonprofit and higher education clients. -Achieved an 85+ NPS score.-Negotiated and secured revenue through strategic client relationship building and contract renewals.-Increased average client retention by 40% -Unlocked 35% additional revenue through strategic upselling and client retention strategies.Clients included The Aerospace Corporation, The American Foundation for the Blind, Stanford Humanities College, UCLA Anderson, San Jose Water Company, and Foodwise.

San Francisco Bay Area

-Client support expert dedicated to delivering exceptional customer relationships and experiences.-Established trusted advisor relationships with key customers.-Kept clients informed about site enhancements, new features, and product updates.-Successfully converted leads into sales and promoted contests and Direct Work design projects.-Served as the primary point of contact, consulting with top clients via HubSpot, handling inbound client calls through ZenDesk, and conducting outbound follow-up calls.-Managed the onboarding process for 60-day Pro Clients, providing prelaunch support, overseeing project brief writing, and conducting design file reviews until project completion.Clients included a variety of businesses and organizations ranging from SMBs to Enterprise and large fortune 500 companies.

Oakland, California, United States

-Navigated a vast product catalog by leveraging institutional knowledge to educate others.-Mentored the client support team by coaching phone representatives, conducting call reviews via quality assurance protocols, and participating in weekly meetings with global teams to maintain consistency across all offices.-Resolved advanced client escalations, including disputes over refunds and designer-related issues.-Upheld brand protection and advocated for clients. While balancing the needs of designers and platform policy.-Collaborated with global support leaders to maintain alignment in the European and Australian markets.

Oakland

-Managed quality and structure for inbound clients at various stages of their design projects' life cycle.-Demonstrated patience and rapport building using superior phone skills, outstanding client relations, and problem resolution.- Managed an average NPS score of 80 and above. -Quickly promoted to resolutions lead after a short time as CSR.

San Francisco Bay Area

-Supported a high-volume inbound support team. -Performed training on a wide variety of companies that partnered with WorldPantry.-Screened calls for quality, active coaching during calls. -Mentored CSRs -Oversaw several high-value accounts, ensuring their corporate gifts were placed and fulfilled by our partner Hershey during the holiday season

San Francisco Bay Area

-Assisted customers in placing orders by phone across 90 different brands and products, as well as answering requests via email and live chat.- Partners included Clif Bar, Hershey, Torani, Traditional Medicinals, Celestial Seasonings and Organic India

San Francisco Bay Area

-High volume - low response lead generation-Closed 25 accounts to sell their products on UrthMarket.com.-Provided assistance to customers with subscription box questions and resolved issues quickly

San Francisco, Ca

-As a founding member of the Client and Merchant Success team, I identified a significant gap in client retention and client education. I collaborated with other Account Executives to develop a business case for establishing this team. -Maintained a high average satisfaction rate and upheld an average response time of less than an hour from the first correspondence. -Positioned Womply as the complete end-to-end system to aid in the prosperity of all SMBs. This was done by speaking to customers about the Womply Insights product and tailoring it to a non-technical audience.-My time at Womply helped spark my passion for client success and retention. Working with SMBs at such an early stage in my career helped me appreciate their importance and interest in fulfilling their success.

San Francisco, Ca

-Expertly guided clients through product onboarding-Built rapport with decision-makers and business owners in a very short amount of time-Mentored and oversaw new sales associates- Maintained high-quality call scores exceeding monthly targets

San Francisco Bay Area

-Fundraised on the busy streets of San Francisco for organizations including ACLU, Lambda Legal and the Civil Liberties Union. - Perfected the ability to build rapport in a very short amount of time - Mentored and supervised other canvassers

Humboldt County, California.

Co-Founding member of "The Emerald Magazine", designed both layouts and photo spreads, as well as creating our first masthead.

Bachelor Of Arts (B.A.) Journalism And Media Studies, Journalism

General