Marcus Bronson
Southfield,MI
Summary
Tech-savvy innovator with over 20 years of hands-on experience in emerging technologies, dedicated to driving continuous improvement. Expertise in identifying opportunities for technological enhancements and implementing effective solutions that elevate organizational performance. Strong ability to leverage new tools and methodologies to solve complex problems and boost productivity. Proven adaptability in fast-paced environments ensures a commitment to advancing technology that propels organizations forward.
Overview
14
14
years of professional experience
Work History
Student Enrollment Specialist
Carnegie
Remote
07.2025 - Current
- Streamlined enrollment processes to enhance student engagement and satisfaction.
- Managed communication with prospective students to provide timely information on programs and admissions.
- Developed training materials for new team members, ensuring consistent service delivery.
- Analyzed enrollment data to identify trends and inform strategic initiatives for recruitment.
- Participated in professional development opportunities, staying current on industry trends and best practices in student recruitment and enrollment management.
River Cruise Specialist
AmaWaterways
Calabasas, CA
11.2024 - 03.2025
- Stayed up-to-date on industry trends, enabling knowledgeable guidance for clients seeking unique cruise experiences.
- Implemented new tools and software programs for enhanced client communication and organization of client data.
- Provided ongoing support throughout the entire booking process, from initial inquiry through post-trip follow-up communication.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
Technical Support Representative
PayPal
Chicago, IL
09.2016 - 02.2024
- Successfully handled a high volume of product issues and inquires via phone,email,chat and social media.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Led successful initiative to increase use of self-service options among customers, reducing reliance on live support by 60%.
- Awarded "Employee of the Month over 12 times during my tenure for exceeding customer service expectations and metrics.
Customer Care Representative
GrubHub
Chicago, IL
06.2012 - 08.2016
- Managed high call volume with exceptional professionalism and efficiency. Phone, email, chat and social media channels.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Worked with restaurants directly to mediate and resolve issues with orders and complaints. Effectively improving customer satisfaction scores to 93% with the company.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Trained over 100 new personnel regarding company operations, policies and services to meet standards.
Education
Some College (No Degree) - Criminal Justice
Virginia Union University
Richmond, VASkills
- Empathy
- Excellent communication
- Critical Analysis
- Advanced Microsoft Office Skills
- Zendesk
- Five9 Software Expertise
- Adaptability and flexibility
- Salesforce
- Jira Service Desk
- Remote IT Support
Timeline
Student Enrollment Specialist
Carnegie
07.2025 - Current
River Cruise Specialist
AmaWaterways
11.2024 - 03.2025
Technical Support Representative
PayPal
09.2016 - 02.2024
Customer Care Representative
GrubHub
06.2012 - 08.2016
Some College (No Degree) - Criminal Justice
Virginia Union University