Summary
Overview
Work History
Education
Skills
Timeline
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Open To Work

Marcus Eades

Gwynn Oak,MD

Summary

Dynamic customer service professional with a proven track record at Verizon, excelling in technical support and customer engagement. Skilled in CRM and decision-making, I enhance user experiences and drive satisfaction through effective problem resolution and collaboration. Recognized for streamlining processes and fostering team excellence in high-pressure environments.

Professional Support Specialist with broad experience in delivering exceptional client assistance and resolving complex issues. Strong focus on team collaboration, adapting to changing needs, and achieving results. Skilled in troubleshooting, communication, and conflict resolution. Known for reliability, problem-solving, and customer-centric approach.

Experienced with troubleshooting complex technical issues to ensure smooth operations. Utilizes effective communication and problem-solving skills to resolve user concerns promptly. Knowledge of customer service principles and support tools, fostering positive user experiences.

Overview

17
17
years of professional experience

Work History

Fibers Support Specialist

Verizon
01.2024 - 09.2025
  • Provided technical support to customers, resolving issues efficiently and enhancing user experience.
  • Assisted in troubleshooting software and hardware problems, ensuring timely resolutions for service inquiries.
  • Documented customer interactions accurately, maintaining detailed records for future reference and analysis.
  • Collaborated with cross-functional teams to address customer feedback and improve service delivery processes.
  • Educated customers on product features, promoting effective usage and maximizing satisfaction levels.

Customer Service Representative

Comcast
06.2016 - 12.2023
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Managed high-volume call traffic while maintaining service quality and customer satisfaction.
  • Trained new representatives on company policies, procedures, and customer service best practices.
  • Utilized CRM software to track customer interactions and ensure timely follow-up actions.
  • Processed and verified billing statements to ensure accuracy and compliance with company policies.
  • Managed customer inquiries regarding billing discrepancies, providing timely resolutions and maintaining satisfaction.
  • Utilized accounting software to track payments and outstanding invoices, streamlining financial reporting processes.

Operations Manager

Best Buy
06.2010 - 06.2016
  • Streamlined inventory management processes to enhance stock accuracy and reduce discrepancies.
  • Led cross-departmental initiatives to optimize supply chain operations and improve service delivery efficiency.
  • Mentored staff on best practices in customer service and operational procedures, fostering a culture of excellence.
  • Implemented data-driven decision-making strategies to enhance operational performance and drive profitability.
  • Managed budget allocations for operational activities, aligning resource distribution with strategic business goals.
  • Supervised operations staff and kept employees compliant with company policies and procedures.

Customer Account Executive

Navy Federal Credit Union
08.2008 - 06.2011
  • Delivered exceptional customer service by resolving inquiries and complaints efficiently.
  • Processed account transactions accurately, ensuring compliance with banking regulations.
  • Educated clients on product offerings and services to enhance financial literacy.
  • Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
  • Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.

Education

Bachelor of Science - Law

Morgan State University
Baltimore, MD
05-2023

Skills

  • Customer service
  • Remote support
  • Support services
  • Customer relationship management
  • Technical assistance
  • Escalation handling
  • Service desk operations
  • Customer engagement
  • Data entry
  • Decision-making
  • Time management
  • Team leadership

Timeline

Fibers Support Specialist

Verizon
01.2024 - 09.2025

Customer Service Representative

Comcast
06.2016 - 12.2023

Operations Manager

Best Buy
06.2010 - 06.2016

Customer Account Executive

Navy Federal Credit Union
08.2008 - 06.2011

Bachelor of Science - Law

Morgan State University

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Marcus Eades