Strong telecommunications background. Began career as a technician then promoted into entry level manager position and progressed to Director level. Earned BBA in Management while working full time. Majority of manager experience has been in a supervisory role leading groups as small as 10 and up to 200. Performance Management, automating manual work steps, improving process flows, project management and direct customer interface are cornerstones of my career experience and knowledge with focus on developing team members to become great decision makers and leaders.
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Claims SpecialistState Farm ® Oct 2009 - Jan 2021Texas, United StatesManaged Auto Claims in a call center environment. Gathered facts regarding claim, took recorded statements, determined coverage and liability. Communicated liability decision to all parties. Coordinated with other insurance companies, as well as rental and repair businesses on behalf of the customer. -
Director Process & QualityAt&T Nov 2016 - Mar 2019Dallas/Fort Worth AreaLeading a team of project managers, process architects and engineers responsible for developing and enhancing process flows for customer facing teams that provide assurance resolution support on various Ethernet, TDM and IP products. Collaborate with and gain agreement from clients on operational expense benefit realization from the successful completion of projects. -
Director Network OperationsAt&T 2012 - 2016Dallas/Fort Worth AreaProvided leadership to 4 customer facing Ethernet Service Assurance centers located in 4 different domestic US cities. Successfully partnered with 5 different CWA groups and their contractual differences. Developed and standardized Performance Management processes for all 4 centers. Led the effort to automate manual work steps which improved the customer experience, increased efficiency and created the opportunity for future cost avoidance.
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Director Network OperationsAt&T 2007 - 2012Dallas/Fort Worth AreaProvided leadership to 5 customer facing TDM Service Assurance centers while partnering with multiple CWA groups and their contract differences. I was the first Director in in my business unit to successfully combine agents under 2 different CWA contracts performing the same work functions. Due to budget decisions I led the effort to close 2 centers and developed a plan to successfully migrate their work across the remaining centers without negatively impacting customer service levels.
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Associate Director Network OperationsAt&T 2003 - 2007Dallas/Fort Worth AreaLed a team of managers and agents that provided Service Delivery and Service Assurance support for SBC Major Account customers across 5 different states on their TDM Data and Voice services. Provided the customers with a customized single point of contact experience for both delivery and assurance needs. Partnered with Sales and Service Account teams in customer facing meetings to assist in addressing any issues and provide technical SME support.
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Associate Director Network OperationsSbc 2001 - 2003Dallas/Fort Worth AreaProvided business case support as part of the SBC VP Network 5 State Staff. Led the effort to consolidate Special Services Delivery and Assurance centers across Arkansas, Missouri, Oklahoma, Kansas and Texas with annual savings of $20M. Successfully coordinated with HR, Labor and CWA organizations to develop work transition, relocation and hiring plans in order to limit negative impacts to the customer experience. -
Associate Director OperationsSouthwestern Bell Telephone Company & Sbc 1996 - 2001Dallas/Fort Worth Area & Tampa, FloridaLed a team of managers and agents responsible for processing ASR's and LSR's with multiple LEC's for SWBT and SBC as a CLEC operation. Developed performance management processes to ensure productivity levels and accountability. Led the effort to create reports to hold other LEC's accountable for timely FOC's.
Marcus Vickers Education Details
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Business Administration And Management, General
Frequently Asked Questions about Marcus Vickers
What is Marcus Vickers's role at the current company?
Marcus Vickers's current role is Telecommunication Service Assurance leadership and Auto Insurance Claims Customer Service experience.
What schools did Marcus Vickers attend?
Marcus Vickers attended Amberton University.
Not the Marcus Vickers you were looking for?
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Marcus Vickers, PMP, ITIL
❖Steering Companies Toward Profitability Through Visionary Leadership And High-Profile Project Management❖Littleton, Co2gmail.com, oceusnetworks.com -
4lingotek.com, lingotek.com, surveysampling.com, letsonboard.com -
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