Marcellus Anthony Hayes
Houston, ,TX
Summary
Top Performing Customer Success Manager with exceptional organizational skills. Committed to maximizing sales, growth, and profitability with integrity and respect Recognized as a compassionate thoughtful and creative problem resolution. Provided excellent and efficient customer service in a fast-paced work environment. Demonstrated strong ability to multitask nurtured corporate account relationships.
Overview
6
6
years of professional experience
Work History
Client Advocate
Paychex Inc
05.2022 - Current
- Delivered exceptional customer service to every client by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Gained customer acceptance by demonstrating cost reductions.
- Investigated and resolved customer inquiries and complaints quickly.
- Managed over 100 client-facing accounts.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed successful negotiation of long-term contract renewals with business owners and sales affiliates.
Customer Success |Relationship Manager
Bank of America
11.2020 - 01.2022
- Managed Retail Book of Business of Bank of America’s Top Preferred Clients.
- Built connections and relationships in consultative manner to determine best financial solutions.
- Curated and planned insight sessions to promote product adoption.
- Serve as team lead to ensure constant top status on performance charts.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
Associate Regional Operations Manager
AAMCO Transmissions and Total Car Care
02.2019 - 02.2020
- Built positive and productive relationships with store and field leadership.
- Supervised 15 locations to enforce high-quality standards of operation.
- Customized training at each center through business operations analysis.
- Produced reports outlining financial data to assist management with making strategic plans and operational decisions.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
Car Sales Consultant
Enterprise Car Sales
06.2018 - 01.2019
- Completed knowledge and understanding CRM Salesforce program.
- Demonstrated automobiles while explaining characteristics, capabilities and features, taking test drives and explaining warranties and services.
- Qualified buyers by matching requirements and interests to various car or truck models and discussing finance options.
- Closed sales by overcoming objections, asking for sales and completing purchase contracts,
- Answered telephone and email inquiries from potential customers.
Assistant Manager
Enterprise Rent-A-Car
05.2017 - 06.2018
- Developed, mentored, and motivated employees to excel.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
Education
Bachelor's Degree - Business Administration /Marketing Management
Wilkes University
Wilkes-barre, PA01.2017
Skills
- Sales & Marketing SaaS Social Media Management Team Leadership Customer Communication Cross-Functional Collaboration Cost Savings Negotiations Product Promotion Data Analytics & Reporting Partnership Building Training & Mentoring MS Office Suite Customer Relations
Timeline
Client Advocate
Paychex Inc
05.2022 - Current
Customer Success |Relationship Manager
Bank of America
11.2020 - 01.2022
Associate Regional Operations Manager
AAMCO Transmissions and Total Car Care
02.2019 - 02.2020
Car Sales Consultant
Enterprise Car Sales
06.2018 - 01.2019
Assistant Manager
Enterprise Rent-A-Car
05.2017 - 06.2018
Bachelor's Degree - Business Administration /Marketing Management
Wilkes University
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