Marcus Dickinson

Train, coach, develop, and evaluated employees, monitoring quality assurance, safety and productivity to exceed performance targets for Frontier products and services.

• Contributed to special projects, community volunteer events
• Provided crucial support to the business through in-depth Quote and Credit analysis, while developing Micro segment business cases
• Manage in a Work at Home and hybrid environment
• Managed administrative records for monitoring employee attendance, work records, and training records
• Facilitated training in small and large groups covering new methods and procedures, company policy, changes, and professional development
• Partnered with the CWA union to ensure consistency, compliance with the bargained contract between the company and employees to foster a healthy work environment
• Managed FMLA compliance, workman's compensation claims, employee scheduling, forecasting call volumes to ensure coverage is maintained to reduce call volumes
• Implemented the states Community Action Team to
• Collaborated closely with Sales and Customer Success Teams, providing valuable feedback and ensuring alignment with financial goals.
• Served as Acting Operations Manager during vacant periods and as needed.
• Created and facilitated the Eastern retention regions call flow for experience.
• Achieved 2017, 2018, and 2019 President’s Club.
• Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
• Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standar1ds.
• Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
• Implemented policies and standard operating procedures and managed quality, customer service and logistics.
• Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
• Improved morale and management communication by creating employee recognition and rewards practices.

Consulted with customers through online systems to recommend Verizon products or services, take or enter orders, cancel accounts, or obtain details of complaints. Responsible for meeting and exceeding sales, productivity and customer satisfaction objectives.

• Reviewed documentation to resolve customers’ issues and provide excellent customer service
• Performed account level research and advised customer of products that may benefit them
• Updated account information and completed accurate documentation
• Achieved 2016 Circle of Excellence.
• Created reports, presentations and other documents to share findings with management team.
• Conducted in-depth research into industry trends and competitor activities.
• Coordinated internal resources and third parties and vendors for the flawless execution of projects.
• Collaborated with cross-functional teams throughout the organization to ensure alignment of objectives.
• Reviewed all deliverables prior to release ensuring accuracy, completeness, quality assurance standards are met.
• Managed multiple client engagements simultaneously while adhering to tight deadlines.
• Established strong working relationships with both internal teams as well as external vendors and clients.
• Supported the sales team by providing technical expertise in pre-sales activities such as product demonstrations or proposal writing.
• Handled complex problems and issues by understanding root cause of issue and implementing solutions.

Lead, motivate, coach & developed a high performing team to sell and retain AT&T products. Utilizing a structured performance management process to increase individual and team sales revenue, service, quality assurance, productivity, customer satisfaction, and service order accuracy.

• Wrote and implemented the entire open and closing verbiage for the entire retention department region.
• Lead in developing and implementing best practices in Sales and customer service needs.
• Advice, educate and train sales force on new product, service features and pricing plans.
• Spearheaded the achievement of monthly goals through knowledge of sales channels, forecasting, functions, and strategic planning. Increased company revenues by strategizing with employees on critical focus items developing words and behaviors that work.
• Effectively improved performance metrics with verbal communication, industry knowledge, as well as creating incentive programs.
• Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
• Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
• Assisted in the development of marketing campaigns targeted at increasing sales opportunities from existing clients.
• Administered tracking systems to monitor completion of compliance training across the organization.
• Hired and trained service department staff to drive performance.
• Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
• Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
• Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
• Achieved 2015 1st and 2nd Quarter national top 5% award
• Recognized as 2013 Leadership Award Recipient, Broadband Internet sales Winner, and Top HBO network package Award Recipient.
• Regional United Way coordinator for AT&T driving campaigns and the United Negro College Fund.

Consulted with customers through online systems to recommend AT&T products or services, take or enter orders, cancel accounts, or obtain details of complaints. Responsible for meeting and exceeding sales, productivity and customer satisfaction objectives.

• Achieved 2015 1st and 2nd Quarter national top 5% award
• Recognized as 2013 Leadership Award Recipient, Broadband Internet sales Winner, and Top HBO network package Award Recipient.
• Worked closely with stakeholders to identify business issues.
• Established quality standards and performed work according to project schedules.
• Coordinated with appropriate departmental staff members to assign proper procedures for project implementation and strategic aim.
• Collaborated with stakeholders to contribute recommendations and deliver client objectives.
• Consistently exceeded sales goals such as Access lines/Winback, internet, Satellite, Security, and U-Verse while operating effectively improving profitability.
• Center Team Lead responsibilities for supporting Center representatives to on Company method and procedures, sales practices, customer escalations, Peer coaching to improve sales and service metrics, Center incentives to improve marketing sales campaigns to ensure commitments to stakeholders are met.