Marcus Adkison
Montgomery Village,MD
Summary
Dedicated professional with over eleven years of experience in various customer
support positions. Skilled in problem-solving and delivering concierge support
with a proven track record of driving operational excellence and fostering
collaborative environments. Recognized for exceptional attention to detail and
effective interpersonal skills. Eager to leverage expertise in a role within a company
characterized by stability, robust leadership, and a commitment to employee growth.
Actively seeking an organization with unwavering core values that align seamlessly
with my personal morals, allowing for meaningful contributions and shared success.
Overview
3
3
years of professional experience
Work History
Technical Customer Support Specialist
StraighterLine
03.2024 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
Customer Success Manager
Home365
05.2023 - 08.2023
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Created customer support strategies to increase customer retention.
Operations Coordinator Contractor
Penske Truck Leasing
12.2022 - 03.2023
- Led successful projects from conception to completion, achieving objectives on time and within budget constraints.
- Developed strong relationships with clients, maintaining open lines of communication to promote loyalty and retention.
- Implemented troubleshooting, root cause analysis and issue resolution.
- Enhanced customer satisfaction by resolving issues in a timely manner and providing exceptional support.
- Oversaw day-to-day operations of large teams across several sites.
- Boosted productivity by establishing effective communication channels between departments.
Membership and Operations Associate
SmithBucklin
05.2022 - 12.2023
- Oversaw daily operations, ensuring timely completion of tasks and adherence to company policies and procedures.
- Trained and mentored new team members, fostering a positive work environment and promoting professional growth.
- Followed shipping and receiving procedures for goods and materials.
- Maintained accurate records using various software systems, ensuring data integrity and regulatory compliance.
- Resolved customer issues promptly and professionally, maintaining high satisfaction rates while minimizing escalations.
- Collaborated with peers and other business areas to leverage best practices.
Customer Service Associate
Cash App
04.2021 - 03.2022
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed and updated databases to handle customer data.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Bachelor of Science - Public Relations
Millersville University of Pennsylvania
Millersville, PASkills
- Complaint Handling
- Customer Relationship Management (CRM)
- CRM Software
- Live chat support
- SLA
- Problem-solving abilities
- Administrative Support
- Data Entry
- Salesforce
- Microsoft Office Suite
- Computer Proficiency
- Active Listening
Timeline
Technical Customer Support Specialist
StraighterLine
03.2024 - Current
Customer Success Manager
Home365
05.2023 - 08.2023
Operations Coordinator Contractor
Penske Truck Leasing
12.2022 - 03.2023
Membership and Operations Associate
SmithBucklin
05.2022 - 12.2023
Customer Service Associate
Cash App
04.2021 - 03.2022
Bachelor of Science - Public Relations
Millersville University of Pennsylvania
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