Marcus Hopper Email & Phone Number

Grovetown, Ga, Us

Augusta, Georgia, United States

• Acted as the primary contact for assigned accounts on a daily basis, fostering trust and rapport with clients, identifying areas for improvement, emphasizing best practices, and meticulously documenting all interactions• Consolidated data as required to ensure objectives were met, while monitoring timeliness and quality• Aided clients in configuring and navigating PowerShell Scripts and MSIs for deploying software via RMMs• Developed and identified operational and analytical techniques to meet project objectives and produce reliable outcomes• Managed Zendesk ticketing queue and promptly addressed incoming tickets for customer resolution• Analyzed and advised on organizational structures, methods, and procedures related to administrative support systems, including records, communications, directives, forms, files, and documentation• Offered strategic guidance to the VP of Customer Success and staff on communication strategies, including managing the website, other digital tools, press releases, print publications, coordination, and internal/external training• Drafted communications such as mission statements, special reports, and respond to requests for information by identifying the necessary details and presenting them in the appropriate format and style based on organizational needs

Augusta, Georgia, United States

United States

• Facilitated product overviews and training sessions at customer contact centers, resulting in improved KPI performance• Offered technical and managerial advice on the most effective methods or procedures for analysis and evaluation to achieve the mission and ensure optimal management strategies• Conducted research and explored new or improved business and management practices for potential implementation in programs and operations• Addressed customer concerns and implemented strategies to enhance the overall customer experience• Adjusted workflows and reassigned tasks to balance workloads and enhance operational efficiency and personnel utilization

Everett, Washington, United States

• Led customer service enhancement projects through effective project management and leadership• Developed and executed marketing strategies to drive rental and sales growth for camping vans, trucks, cargo vans, and cars/SUVs• Conducted market research and competitor analysis to stay ahead of industry trends and adjust strategies accordingly• Negotiated contracts with vendors and customers, securing favorable terms that increased profitability and customer satisfaction• Prepared and oversaw the development of scopes of work, schedules, and budgets to meet program objectives

Seattle, Washington

• Led, developed, and managed a team of 45 Sales Representatives and 5 Branch Managers• Analyzed data to identify market opportunities, assess volume, and enhance sales performance• Set clear expectations, tracked progress, and held staff accountable through biweekly sales meetings and strategic one-on-one coaching• Acted as the primary contact for assigned accounts, fostering trust and rapport while identifying opportunities and sharing best practices• Oversaw the management of 6 locations, ensuring cost-effectiveness and adherence to the expense budget and company policies

Augusta, Georgia

• Developed and executed marketing strategies to optimize profitability and capitalize on revenue management opportunities• Trained and mentored staff to enhance problem-solving skills and strengthen customer relations• Addressed and resolved customer complaints by identifying issues and implementing solutions to improve service quality• Led weekly and monthly business reviews with branch staff to maintain motivation and ensure a strong understanding of KPIs• Maintained clear and consistent communication with key accounts to anticipate challenges and seize new opportunities in the territory

Buford, Georgia

• Ensured positive customer service experience, making Hertz #1 in rental car company experience • Advised and assisted training new hires• Organized outside sales meetings and events to promote the branch and the company• Received inbound and made outbound calls that described our products and benefits of our products• Handled reports that included budgeting, forecasting, and profit and loss statements

Bachelor’S Degree, English Communications

Activities and Societies: Played for the Men's Basketball Team. Also, I was on the committee for SVA for Armstrong (Student Veterans.

Business, Management, Marketing, And Related Support Services

Activities and Societies: Played for the Men's Basketball Team.