Marcus Campbell
Stone Mountain,GA
Summary
Experienced customer service professional with proven ability to effectively resolve customer complaints and establish positive relationships with clients and colleagues. Highly organized with excellent administrative skills, including strong written and oral communication abilities to convey product and service information. Demonstrated proficiency in handling high-volume telephone inquiries with exceptional telephone etiquette. Adaptable and flexible, maintaining a sense of humor even under pressure. Proficient in Microsoft Office, Windows XP/7, Apple OS, keyboarding, and data entry. Skilled in disassembling laptops and CPUs, both PC and Mac, as well as preventive maintenance and cleaning time locks, vault doors, and combo changes. Experienced in restoring Mac and PC software. Goal-oriented individual with a pleasant personality and unwavering tenacity. Dedicated customer service representative trained in project and time management, possessing extensive knowledge of MAC OS X and iOS with proven multitasking abilities. Committed to maintaining professional relationships with clients to drive business results and increase profitability. Strong problem-solving abilities, willingness to learn, and excellent communication skills contribute to success. Poised to contribute to team success and achieve positive results while tackling new challenges with dedication and enthusiasm. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
24
24
years of professional experience
Work History
Tier 2 IOS
Kelly Services
07.2019 - Current
- Collaborated with cross-functional teams on infrastructure upgrades, resulting in optimized system performance and improved security measures.
- Contributed to the success of IT projects by providing subject matter expertise and technical support during planning, deployment, and maintenance phases.
- Facilitated smooth transitions during software upgrades by providing thorough documentation and training to endusers.
- Improved system performance by troubleshooting, diagnosing, and resolving network connectivity problems.
AppleCare Support Specialist
CONCENTRIX INC
06.2016 - 05.2019
- Tier 2 Customer Service/Technical Support Advisor
This role involves providing technical support and customer service to a wide range of customers. Responsibilities include: - Determining customer eligibility for support and offering solutions
- Maintaining accurate documentation and confidentiality
- Being proficient in multitasking and navigating multiple applications and computer screens
- Supporting iTunes, iCloud, Apple ID, and iTunes Stores for Windows and OS X platforms
- Updating skills through self-guided training
- Apple Support Advisor
This role involves helping customers with questions about Apple products and services. Responsibilities include: - Being a friendly and thoughtful human connection to Apple
- Managing the customer experience
- Apple Certified Mac Technician (ACMT)
This role involves configuring and troubleshooting operating systems for iOS and Android. Responsibilities include: - Being able to script with PowerShell
- Being familiar with MS-Office, Outlook, O365, and Active Directory
- Technical Specialist
This role involves providing training to new owners and helping current owners troubleshoot their mobile devices. - Apple Pay Response Site Support Engineer
This role involves screening and triaging incoming bugs for engineering teams. Responsibilities include: - Analyzing case data and trends to identify opportunities for improvement
- Working with engineering and AppleCare Engineering teams to solve complex problems
- Tier 2 Customer Service/Technical Support Advisor
This role involves providing technical support and customer service to a wide range of customers. Responsibilities include: - Determining customer eligibility for support and offering solutions
- Maintaining accurate documentation and confidentiality
- Being proficient in multitasking and navigating multiple applications and computer screens
- Supporting iTunes, iCloud, Apple ID, and iTunes Stores for Windows and OS X platforms
- Updating skills through self-guided training
- Apple Support Advisor
This role involves helping customers with questions about Apple products and services. Responsibilities include: - Being a friendly and thoughtful human connection to Apple
- Managing the customer experience
- Apple Certified Mac Technician (ACMT)
This role involves configuring and troubleshooting operating systems for iOS and Android. Responsibilities include: - Being able to script with PowerShell
- Being familiar with MS-Office, Outlook, O365, and Active Directory
- Technical SpecialistTier 2 Customer Service/Technical Support Advisor
This role involves providing technical support and customer service to a wide range of customers. Responsibilities include: - Determining customer eligibility for support and offering solutions
- Maintaining accurate documentation and confidentiality
- Being proficient in multitasking and navigating multiple applications and computer screens
- Supporting iTunes, iCloud, Apple ID, and iTunes Stores for Windows and OS X platforms
- Updating skills through self-guided training
- Apple Support Advisor
This role involves helping customers with questions about Apple products and services. Responsibilities include: - Being a friendly and thoughtful human connection to Apple
- Managing the customer experience
- Apple Certified Mac Technician (ACMT)
This role involves configuring and troubleshooting operating systems for iOS and Android. Responsibilities include: - Being able to script with PowerShell
- Being familiar with MS-Office, Outlook, O365, and Active Directory
- Technical Specialist
This role involves providing training to new owners and helping current owners troubleshoot their mobile devices. - Apple Pay Response Site Support Engineer
This role involves screening and triaging incoming bugs for engineering teams. Responsibilities include: - Analyzing case data and trends to identify opportunities for improvement
- Working with engineering and AppleCare Engineering teams to solve complex problems
This role involves providing training to new owners and helping current owners troubleshoot their mobile devices.- Apple Pay Response Site Support Engineer
This role involves screening and triaging incoming bugs for engineering teams. Responsibilities include: - Analyzing case data and trends to identify opportunities for improvement
- Working with engineering and AppleCare Engineering teams to solve complex problems
Bank Tech
Team Services LLC
01.2013 - 01.2016
- Performed preventative maintenance service, installation and cleaning of banking equipment, and was responsible for logging paperwork and logistics reports.
- Evaluated potential software applications for compatibility with current systems, recommending effective solutions when appropriate.
- Actively contributed ideas during strategy sessions that resulted in increased member engagement.
- Streamlined event planning, utilizing project management tools for better coordination.
- Strengthened community ties, partnering with local businesses for tech workshops.
- Boosted online presence, managing social media accounts and creating engaging content.
- Enhanced team collaboration by leading weekly tech workshops on new software tools.
- Assisted in software development projects, contributing to release of innovative applications.
- Inspired creativity and innovation, organizing hackathon events.
- Streamlined club operations by implementing efficient data management systems.
- Conducted research on emerging technologies to keep club at forefront of innovation.
- Fostered supportive learning environment, facilitating peer-to-peer tech tutoring sessions.
- Reduced meeting inefficiencies, introducing effective agenda planning techniques.
- Implemented cybersecurity measures, safeguarding club data and member information.
- Achieved significant increase in membership, through targeted outreach and engagement strategies.
- Enhanced public speaking skills by presenting tech findings at monthly meetings.
- Enhanced user experience on club projects, applying user feedback to design improvements.
- Developed recycling program for electronic waste, promoting environmental responsibility.
- Increased digital literacy among peers, teaching basic coding skills.
Banquet & Customer Services
Extreme Staffing
01.2012 - 05.2014
- Directed and assisted clients with event setup, maintained high standards of safety and cleanliness, and provided quick service to create a great dining experience.
- Handled returns or exchanges quickly and courteously, minimizing any potential negative impact on customer satisfaction levels.
- Consistently met performance metrics while adhering to quality standards set by the company.
- Managed high call volumes effectively, maintaining professionalism and providing timely assistance.
- Developed rapport with customers through active listening and empathetic communication, fostering long-term relationships.
- Contributed suggestions for process improvements during team meetings, resulting in more efficient workflows within the department.
- Conducted thorough research into complex inquiries before providing comprehensive responses to customers'' questions or concerns.
- Assisted customers in finding the best solutions to their needs, resulting in increased loyalty and repeat business.
- Maintained up-to-date knowledge of industry trends and competitor offerings in order to provide informed recommendations tailored to individual customer needs.
- Addressed escalated customer issues calmly and professionally, leading to satisfactory resolutions for all parties involved.
- Collaborated with team members to consistently meet or exceed monthly sales targets.
- Boosted sales performance with exceptional product knowledge and persuasive communication skills.
Customer Service Technician/Manager
T-Mobile Communication
04.2012 - 08.2013
- Provided customer service and technical support, answered internal customers' questions, and performed troubleshooting for PCs and network printers.
- Delivered exceptional customer service through clear communication and empathy during challenging situations.
- Utilized strong problem-solving skills to identify the root cause of problems quickly and efficiently find solutions.
- Demonstrated exceptional attention to detail when documenting customer interactions and troubleshooting steps taken, leading to more efficient resolutions for future cases.
- Enhanced customer experience with personalized assistance and product recommendations.
- Developed strong relationships with clients, leading to increased loyalty and retention rates.
- Maintained detailed records of customer interactions, allowing for improved follow-up on any unresolved issues or concerns.
- Assisted customers with installation, configuration, and operation of software applications, ensuring optimal performance levels.
- Provided remote support to customers, diagnosing and resolving technical issues effectively.
- Consistently met or exceeded established performance metrics related to call handling time, first-call resolution rate, and overall customer satisfaction.
- Participated in ongoing training opportunities to stay current on industry trends and emerging technologies relevant to the Customer Service Technician role.
- Reduced wait times for support calls by utilizing efficient multitasking capabilities during peak hours.
- Managed high call volumes while maintaining a professional demeanor and providing accurate information.
- Streamlined troubleshooting processes for increased efficiency and reduced service times.
- Improved customer satisfaction by addressing and resolving technical issues in a timely manner.
Forklift Driver/Loading & Unloading
02.2013 - 06.2013
- Responsible for stocking, order-picking, shipping and receiving, and safe forklift driving.
Erate Inventory Specialist
Atlanta Public School
02.2006 - 01.2012
- Led projects for rollouts and upgrades of new hardware, reset passwords, and performed data backups.
- Enhanced inventory accuracy by conducting regular cycle counts and reconciling discrepancies.
- Performed data entry and completed proper paperwork.
- Completed physical inventory counts each month.
- Collaborated with team members to ensure timely completion of daily tasks, increasing overall productivity.
- Maintained a clean and well-organized work environment, promoting safety and efficiency among team members.
- Participated in annual physical inventories to verify accuracy of records and identify any discrepancies that needed correction.
- Trained new employees on proper procedures, boosting their ability to contribute effectively as part of the team.
- Managed the return process for damaged or defective goods, ensuring prompt resolution for customers and minimizing financial loss for the company.
- Provided excellent customer service by quickly responding to inquiries and resolving concerns related to inventory availability or shipment status.
- Prepared detailed reports on inventory levels and movement trends, providing valuable information for decision-making purposes.
- Optimized storage layouts by analyzing space usage patterns, leading to increased capacity without additional expense or construction requirements.
Forklift Driver/Loading & Unloading
UPS
07.2000 - 12.2005
- Responsible for stocking, order-picking, shipping and receiving, and safe forklift driving.
- Loaded and unloaded trucks with precision, minimizing damage to products during transport.
- Operated equipment safely and efficiently to prevent damage to items and avoid injuries.
- Safely transported valuable goods while adhering to safety protocols and procedures.
- Improved warehouse efficiency by expertly operating forklifts to move, stack, and organize materials.
- Handled multiple tasks simultaneously to maximize work efficiency.
- Unloaded trucks and rail cars and moved materials to staging area.
- Located proper slots on storage racks and set pallets in place with forklift.
- Conducted regular maintenance checks on forklift equipment, ensuring proper functionality and longevity.
- Examined shipments for quality and accuracy.
- Loaded warehouse trailers
- Contributed to a positive workplace culture by demonstrating strong teamwork skills and consistently displaying a professional attitude.
- Participated in routine safety training sessions to stay current on best practices within the industry.
- Transported goods between warehouse locations according to shipment and storage needs.
- Trained new employees on proper forklift operation, contributing to a safer work environment.
- Assisted with inventory management tasks for optimal space utilization and product accessibility.
- Safely operated lift beams, swivel-hooks, hoists and forklifts.
- Assisted management with periodic physical inventory counts, ensuring data accuracy for better decision-making purposes.
- Aided in maintaining accurate records of incoming and outgoing shipments through diligent documentation efforts.
Education
High School Diploma -
North Atlanta High School
Atlanta, GA04.2000
Skills
- Leadership skills in an area of technical specialty
- Recognized as a specialist in his/her product area, must be able to show the ability to stay up to date in an ever-changing industry
- Ability to use critical thinking and logic skills to isolate and resolve technical issues in a timely manner
- Superior time management skills
- Apple
- Banking
- Basic
- Hardware
- Critical thinking
- Clients
- Customer satisfaction
- Customer Services
- Customer service
- Delivery
- Driving
- Electronics
- Focus
- Forklift
- Leadership skills
- Logging
- Logic
- Logistics
- Mentoring
- Network printers
- Network
- Nic
- Organization skills
- Processes
- Quality
- Quick
- Read
- Receiving
- Reporting
- Safety
- Schematics
- Shipping
- Technical support
- Telephone
- Time management
- Troubleshoot
- Upgrades
- Written
- Articles
References
References furnished upon request.
Timeline
Tier 2 IOS
Kelly Services
07.2019 - Current
AppleCare Support Specialist
CONCENTRIX INC
06.2016 - 05.2019
Forklift Driver/Loading & Unloading
02.2013 - 06.2013
Bank Tech
Team Services LLC
01.2013 - 01.2016
Customer Service Technician/Manager
T-Mobile Communication
04.2012 - 08.2013
Banquet & Customer Services
Extreme Staffing
01.2012 - 05.2014
Erate Inventory Specialist
Atlanta Public School
02.2006 - 01.2012
Forklift Driver/Loading & Unloading
UPS
07.2000 - 12.2005
High School Diploma -
North Atlanta High School
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