Marcus E. Hudgins
Westerville
Summary
Associate, Customer & Product Support, proficient in managing client onboarding processes and enhancing client relationships through effective communication and problem-solving skills.
Overview
18
18
years of professional experience
Work History
Helpdesk
WidePoint
01.2026 - Current
- Interacts with customers via telephone, email, or online chat to provide support and information on products or services.
- Collects and enters orders for new or additional products or services.
- Assisting callers with any questions regarding their mobile device.
- Troubleshooting the device and the set up/provisioning of the device. Often this includes coordinating our efforts with the service provider and a technician.
- Fields customer questions and complaints
- When the issue is beyond the representative's knowledge, forwards to the assigned specialist or other appropriate staff.
- Coordinating the efforts of service providers, IT Help Desks, MDM Administrators, and customers to maintain service expectations.
- Acts as an intermediary to prevent "up-selling" by service providers.
- Ensures that appropriate actions are taken to resolve customer's problems and concerns.
- Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
- Performs data entry, administrative support, and clerical duties.
- Performs other related duties as assigned.
INVESTOR SERVICES, SENIOR ASSOCIATE FINANCIAL
SS&C GLOBE OP/CITI FINANCIAL
09.2015 - 05.2025
- Serve as the primary point of contact for investors, addressing inquiries related to fund performance, account statements, and transaction processes
- Assist in the development and enhancement of investor communication materials and presentations, utilizing feedback to continuously improve the effectiveness of communication strategies.
- Prepare and disseminate investor reporting materials, including capital account statements, performance updates, and quarterly reporting packages, ensuring accuracy and compliance with standardized protocols
- Collaborate with the compliance team to maintain up-to-date knowledge of regulatory requirements applicable to private equity funds
- Coordinate investor onboarding processes, including Know Your Customer KYC) procedures and documentation, ensuring prompt and accurate processing of new accounts.
EXECUTIVE LINE SPECIALIST
JPMORGAN CHASE
09.2013 - 09.2015
- Improved customer satisfaction scores by nearly 20% through call review and stronger call confidence.
- Maintained near 5 of 5 survey scores by delivering clear, professional support to high-net-worth clients.
- Protected high-net-worth client confidentiality by routing complex account questions to subject matter experts.
- Managed suspicious callers by escalating fraud concerns, reporting issues to Fest, and shutting down cards to prevent further charges.
- Reduced fraud processing time by 2 through process mastery and software proficiency.
- Kept policy and procedure execution error-free through the last quarter by following controls closely.
- Resolved customer issues within 345 seconds on average while meeting department service goals.
FSR FIELD SERVICE REPRESENTATIVE
RICOH
01.2013 - 09.2013
- Supported 11 different company sites by running Copy Center, Mailroom, Switchboard, and Reception coverage on daily rotations.
- Managed incoming calls from internal and external customers while maintaining production accuracy above department goals.
- Ran Copy Center operations with consistent attention to task flow and front-desk responsiveness across assigned locations.
- Handled Mailroom, Switchboard, and Reception duties to keep site services functioning within daily parameters.
- Implemented new procedures that improved delivery time and strengthened overall service performance.
CUSTOMER SERVICE REP
NCO GROUP
06.2012 - 01.2013
- Provided regulated banking information to customers with 100% accuracy and zero infractions.
- Advised American Express customers on debt management program options and account requirements.
- Communicated proposal decisions to agencies and customers to keep debt management cases moving.
- Trained new employees on phone system operations and content delivery to support consistent service.
- Used Excel to track customer interactions and support follow-up across active debt management cases.
TEAM LEAD SCAN TECH
SAFE AUTO INSURANCE
04.2008 - 06.2012
- Ensured production standards and goals were within acceptable error ratio standard
- Helped employees reach performance goals with 600 daily forms with personal information
- Assists the supervisor in training, mentoring, and providing assistance to scanning technicians
- Month end performance reporting for 7 employees on my team to my supervisor
Education
Business Management-Sales and Marketing Transferred - Business Management
Devry University
ColumbusBusiness Management - Business Management
Franklin University
Columbus09-2028
Skills
- Customer service
- Communication
- Conflict resolution
- Time management
- Excel
- Investor onboarding workflows
- Investor reporting
- KYC onboarding
- Fund documentation
- Regulatory compliance
- Private equity operations
Timeline
Helpdesk
WidePoint
01.2026 - Current
INVESTOR SERVICES, SENIOR ASSOCIATE FINANCIAL
SS&C GLOBE OP/CITI FINANCIAL
09.2015 - 05.2025
EXECUTIVE LINE SPECIALIST
JPMORGAN CHASE
09.2013 - 09.2015
FSR FIELD SERVICE REPRESENTATIVE
RICOH
01.2013 - 09.2013
CUSTOMER SERVICE REP
NCO GROUP
06.2012 - 01.2013
TEAM LEAD SCAN TECH
SAFE AUTO INSURANCE
04.2008 - 06.2012
Business Management - Business Management
Franklin University
Business Management-Sales and Marketing Transferred - Business Management
Devry University