Marshall Taft Email & Phone Number

Charlotte, North Carolina Area

• Servicing 1.14 million calls per year, I am directly accountable for the overall performance of Inforce Support, addressing active policies for Clients, Equitable Advisors and third-party financial professionals.
• Led a department transformation which included a new telecommunication solution, updated organizational structure, actionable metrics, quality control and improved hiring practices
• Aggressively implementing a retention strategy in coordination with HR to improve staffing challenges, increase engagement and reward strong performers
• Improved department efficiency by 34% and reduced total overhead costs by $1 million annually
• Guided 80+ staff through the COVID-19 pandemic to be 100% remote in all onshore functions while simultaneously accountable for 40+ staff based in India
• Empowered the Support Leadership Team and improved communication to form a culture of transparency, teamwork, growth, and performance

Nashville, TN

• Reporting to the CEO, I was accountable for Qualifacts Customer Support Operations for 350+ Behavioral Health Organizations.
• Served on the Executive Leadership Team to assist with directing company strategy
• Coordinated with Product Management to prioritize sprints, hotfixes and influence roadmap
• Developed personal relationships with strategic customers to influence sales

Charleston, South Carolina

• Accountable for Level 1 Support, consisting of 65 FTEs across 5 teams. These teams support 20+ non-profit solutions scaling from local to enterprise organizational needs in a multi-national landscape.
• Collaborated to create a Leveled Model Strategy with peers and develop phases to begin a transformation of support models
• Consolidated 6 phone prompts with a 100% SLA, Average Speed of Answer under 1 minute and First Contact Resolution of 75% as part of the first phase
• Redefined internal progression paths, role expectations, and associated internal documentation to re- align with a new support model.
• Actively focusing on phase two while putting a strong emphasis on people and change management

Charleston, South Carolina

• Responsible for a team of 50 employees across 5 teams serving both external customers and internal support resources. Teams included 1) Hosting – a Citrix based application team. 2) Install – On premise installs and.
• Improved chat adoption to an all-time high of 57% of total volume increasing efficiencies and drastically saving on costs
• Created a standardized process to better negotiate and re-prioritize business needs with Product Development; resulting in the first annualized volume reduction in Blackbaud Support history
• Redefined and delivered an updated Scope of Support across the Support Organization
• Improved the Internal support satisfaction ratings by 13 ppts while decreasing headcount
• Increased First Contact Resolution by 22 ppts and maintained a Customer Satisfaction 96% across all teams annualized

Charleston, South Carolina Area

• Rapidly grew a team from 4 to 12 to accommodate a large shift in our business model as Blackbaud transitioned from a perpetual license company to a SaaS company. This team was responsible for supporting the on premise.
• Streamlined the client data request process eliminating the need for paper, increasing security measures and reducing approvals from 35 hours to 6 minutes.
• Collaborated with RDO and IT to develop a self-service solution for hosting status updates and reminders with a target reduction in volume of 12% and is currently forecasted to significantly exceed this
• Optimized security practices limiting risk and altered Managed a transition disallowing the use of client credentials in the hosted environment to optimize security practices and increasing First Contact Resolution for.
• Maintained open communication across departments to identify and assemble strategies that improved the client experience
• Increased efficiency and dramatically improved response times by improving existing workflow and justifying a business need for increased staff

Charleston, South Carolina

• Led the Education Solutions team focused on serving the private K12 market space.
• Managed the activities of a software support team of 8-10 and oversaw overall team performance
• Resolved escalated issues and maintained a Net Promoter Satisfaction score of 187, 19 points above the industry average
• Sustained technical and software knowledge skills as the software solution developed
• Responsible for hiring, ongoing training and development, mentoring, and team building
• Drove projects quarterly to improve efficiency and the customer experience

Charleston, South Carolina

• Support Specialist, Education SolutionsJanuary 2007 to January 2010Delivered frontline support for customers including writing external Knowledgebase content and file bugs with Product Development.
• Attained strong product knowledge of all Education Edge modules, Student Billing, Faculty Access for the Web, NetClassroom and cross trained in Retail Management Systems
• Collaborated with Management and Product Leads on multiple projects such as reducing top client contacts and improving the customer experience through international locations
• Set up remote consulting engagements to assist clients and advise them on advanced questions or issues within their database
• Served as a Mentor and escalation point for both the Team and satellite offices in Australia and the U.K.

Bachelors Of Science, Finance, Human Resource Management

Activities and Societies: Lambda Chi Alpha

Expeditioner