Marc Marchena
The Bronx,NY
Summary
Results-oriented Customer Support Manager with many years of experience meeting deadlines while increasing company revenue and productivity. Leverages troubleshooting, relationship development, negotiations, and process improvement to deliver departmental results. Thrives in high-pressure environments and excels in corrective action and strategic planning to implement and communicate departmental objectives and service levels. Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations. Dedicated and focused project management specialist with several years of experience excelling at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Flexible, detail-oriented and adaptive team player with expertise in equipment operation, staff training and development, customer service and process improvements.
Overview
28
28
years of professional experience
Work History
Project Manager
Global Facility Management and Construction
Melville, New York
08.2016 - 05.2025
- Coordinated project schedules and timelines for multiple construction initiatives.
- Managed contractor relationships to ensure compliance with project specifications.
- Implemented safety protocols to ensure a secure working environment for all staff.
- Monitored project budgets to identify potential cost-saving opportunities.
- Managed multiple projects with competing deadlines simultaneously.
- Monitored progress of each project to ensure timely delivery of deliverables in accordance with established quality standards.
- Maintained records of all documents related to each project including specifications, change orders, invoices.
- Developed and maintained project plans, timelines, and budgets.
- Coordinated shipments and logistics processes to ensure timely delivery of goods.
- Managed inventory levels and tracked stock movements across multiple locations.
- Developed transportation schedules to optimize routes and reduce costs.
- Liaised with suppliers to confirm order details and resolve discrepancies promptly.
- Built and established strong partnerships with teams, vendors and contractors.
- Managed logistics operations to ensure timely delivery of goods.
Customer Support Manager
Allstate Insurance Co
Uniondale, New York
02.1997 - 08.2016
- Oversee customer inquiries, delivering support experiences that exceeded expectations.
- Analyzed reports, call monitoring, surveys, and vendor relations to refine and maintain workflows and procedures,
- Developed strategies to improve overall customer satisfaction ratings.
- Responded to escalated customer issues in accordance with company guidelines.
- Supervised daily operations of customer service team to enhance workflow efficiency.
- Trained and mentored new staff on customer service protocols and systems.
- Handled escalated inquiries, resolving complex issues effectively to maintain satisfaction.
- Coordinated report reviews with cross-functional teams for comprehensive project insights.
- Generated detailed reports covering all phases of material processes for documentation accuracy.
- Maintained meticulous records, circulating correspondence and files to ensure project efficiency.
- Organized expert inspections to scrutinize potential fraud actions thoroughly.
- Resolved customer complaints with empathy and effective problem-solving techniques.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
- Drove customer escalations to resolution by engaging directly with clients.
Education
Associate of Science - Business Administration And Management
The College Of Westchester
White Plains, NY06-2006
Skills
- Leadership and initiative
- Attention to detail
- Quality assurance
- Timeliness and cost control
- Bilingual proficiency in Spanish
- Customer relationship management
- Claims processing
- Time management
- Effective communication
- Problem solving
- Goal orientation
- Training and mentoring
- Account management
- Call center operations
- Project management
- Schedule coordination
- Budget monitoring
- Conflict management
- Construction management
- Scope management
- Schedule management
- Vendor management
- Logistics coordination
- Inventory control
Websites
Additional Information
29, Formal training and ongoing coaching to provide staff with resources, tools, and knowledge necessary to produce superior results., Adept at understanding complex business landscapes, analyzing challenges, and developing lasting solutions to reduce risk, drive operational excellence, and positively impact the bottom line.
Professional Attributes
- Goal-driven
- Dedicated
- Loyal
- Passionate
- Focused on empowering teams
Accomplishments
- Recipient of 4 DPA Awards (Distinguished Performance Award)
Languages
Spanish
Native/ Bilingual
Timeline
Project Manager
Global Facility Management and Construction
08.2016 - 05.2025
Customer Support Manager
Allstate Insurance Co
02.1997 - 08.2016
Associate of Science - Business Administration And Management
The College Of Westchester
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