Marcus Elder

• Appointed to CEO Project 624 Email Response Team, selected from thousands of employees.

Established leadership within elite group, driving standards for exceptional customer service.

Served as primary contact for CEO communications, managing inquiries with professionalism and confidentiality.

Resolved complex escalations involving billing, promotions, network performance, and account issues.

Maintained ongoing communication with customers through phone and email, ensuring timely updates.

• Collaborated cross-functionally with network, IT, billing, marketing, and retail partners for effective resolutions.

Prepared executive summaries and recommendations for high-visibility cases impacting customer satisfaction.

Upheld Verizon standards for accuracy, empathy, and advocacy in all representations of CEO's office.

• Resolved customer inquiries and technical issues through phone, email, and chat.
• Troubleshot hardware, software, and network problems efficiently.
• Provided clear, step-by-step guidance to enhance user experience.
• Escalated complex technical issues to specialized support teams.
• Maintained comprehensive records of customer interactions and resolutions in CRM systems.
• Assisted customers with product setup and configuration guidance.
• Monitored recurring issues, supplying feedback for product enhancements.
• Ensured customer satisfaction by following up on unresolved cases.

• Developed and executed retention strategies that boosted customer loyalty and minimized churn.
• Led retention team to meet performance goals and key performance indicators (KPIs).
• Analyzed customer data and feedback to uncover trends, pain points, and areas for improvement.
• Designed and directed win-back campaigns, loyalty programs, and retention offers.
• Collaborated with sales, marketing, and customer service to ensure a unified customer experience.
• Monitored key retention metrics, including renewal and churn rates, reporting results to leadership.
• Created and maintained scripts, playbooks, and communication templates for team utilization.
• Managed escalated customer issues, ensuring swift resolution of concerns.

• Identified customer needs, delivering precise product and service information.
• Resolved complaints by determining solutions and conducting follow-ups for resolution.
• Processed orders, returns, payments, and account updates with accuracy.
• Maintained comprehensive customer records using CRM and ticketing systems.
• Escalated complex issues to appropriate departments when necessary.
• Surpassed performance targets in response time, resolution rate, and satisfaction scores.
• Updated product knowledge and company policies for accurate information delivery.
• Contributed to improvements by providing insights on customer trends.

• Facilitated recruitment process by posting job openings, screening resumes, and scheduling interviews.
• Coordinated new hire documentation and managed employee onboarding and orientation sessions.
• Maintained accurate employee records in HR databases and personnel files.
• Supported payroll and benefits administration through data collection and attendance verification.
• Addressed HR inquiries from employees regarding policies, benefits, and procedures.
• Organized employee engagement activities, training sessions, and performance review cycles.
• Ensured compliance with labor laws and adherence to company policies.

• Monitored live and recorded customer interactions to uphold company standards.
• Evaluated agent performance using quality guidelines, accuracy metrics, and customer satisfaction ratings.
• Provided constructive feedback and training recommendations to agents and team leaders.
• Identified trends, recurring issues, and process gaps to communicate improvement opportunities.
• Supported calibration sessions to maintain consistent evaluation standards across monitoring teams.
• Assisted in developing quality scorecards, performance reports, and best practice documentation.
• Collaborated with supervisors and training teams to refine quality assurance processes.
• Mentored junior monitoring agents to foster professional development.

• Monitored and validated multiple accounts, advocating for change during organizational realignment at AT&T.
• Recruited for implementation team to develop control processes across alarm industry markets.
• Delivered timely actuals, forecasts, and budget data for IT and corporate management.
• Managed call flow and addressed technical support needs of technicians and Digital Life Vendors.

• Responded to inbound calls and addressed customer inquiries with professionalism and efficiency.
• Identified customer needs to offer precise information that guided purchasing decisions.
• Achieved or surpassed individual and team sales targets consistently.
• Maintained accurate records of customer interactions and sales within CRM system.
• Followed up with leads to establish long-term relationships, promoting repeat business.
• Kept updated on product developments, promotions, and company policies.
• Collaborated with team members and supervisors to refine sales strategies.

• Oversaw daily operations for Marine Corps Base unit, ensuring efficiency and compliance.
• Processed accounts receivables and payables for MCB executives to maintain financial accuracy.
• Trained new Marines on billing programs and data entry software to enhance operational capabilities.
• Conducted training for various combat scenarios and weaponry to ensure readiness.