Marcus Coleman
Killeen
Summary
Detail-oriented and analytical professional with five years of experience as a customer service representative, managing small businesses and their employees. Specializing in financial accuracy, compliance, and operational coordination. Adept at managing complex problem solving, optimizing workflows, and bringing clear communication across multiple departments. Brings a strong understanding of financial systems, data integrity, and process improvement. Eager to apply proven operational and organizational skills to support team efficiency and client success in the customer service environment.
Overview
5
5
years of professional experience
Work History
Customer Service Specialist
Gusto
06.2020 - 08.2025
- Managed end-to-end payroll operations for small- to mid-sized business clients, ensuring 100% accuracy and compliance with state and federal regulations.
- Coordinated with HR, accounting, and operations departments to streamline data collection, improve workflow efficiency, and prevent payroll discrepancies.
- Supported over 10,000 clients by processing payroll, tax filings, benefits, and garnishments in accordance with deadlines.
- Optimized system workflows, reducing manual errors, and improving overall payroll processing time.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Analyzed data to identify key trends and provide management with clear insights that help customers have a more informed and confident understanding.
- Worked closely with internal teams to quickly resolve data or compliance issues, keeping records accurate, and ensuring customer satisfaction.
- Managed sensitive employee and business financial information with accuracy and discretion, ensuring trust, professionalism, and positive customer experiences.
Education
High School Diploma -
Spruce Creek High School
Port Orange, FL06.2009
Skills
- Financial Data Analysis
- Process & Workflow Optimization
- Cross-Departmental Coordination
- Client Communication & Support
- Attention to detail and time management
- Microsoft Excel
- Google Workspace
- Workday
- Atlassian (Jira)
- Microsoft Outlook
- Customer service expertise
- Managing customer billing
Timeline
Customer Service Specialist
Gusto
06.2020 - 08.2025
High School Diploma -
Spruce Creek High School