Marcus Rexach
Summary
Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities.
Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture.
Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
Work History
Sales Floor Associate
Shopko
04.2013 - 10.2015
- Increased customer satisfaction by consistently providing knowledgeable assistance and friendly service on the sales floor.
- Boosted store sales by effectively cross-selling and upselling products to customers.
- Maintained a clean and organized sales floor, ensuring an efficient shopping experience for customers.
- Developed strong product knowledge to address customer inquiries accurately and efficiently,
- Assisted with live inventory system between back office and sales floor.
Inventory Specialist
Shopko
05.2013 - 10.2015
- Enhanced inventory accuracy by conducting regular cycle counts and reconciling discrepancies.
- Streamlined warehouse organization for improved efficiency in locating items and fulfilling orders.
- Reduced stock shortages by closely monitoring inventory levels and promptly ordering necessary supplies.
- Collaborated with team members to ensure timely completion of daily tasks, increasing overall productivity.
- Organization of Warehouse for Product to be moved to sales floor.
Inventory Specialist
Best Buy
06.2014 - 10.2015
- Improved warehouse efficiency by organizing and managing the freight team''s daily tasks.
- Reduced order processing times through accurate inventory management and product placement.
- Enhanced team performance by providing ongoing training, support, and feedback to associates.
- Safeguarded company assets by implementing security protocols and maintaining a clean, organized warehouse environment.
- Maximized space utilization by optimizing warehouse layout design and organization strategies.
Asset Protection Leader
Best Buy
03.2015 - 10.2015
- Enhanced asset protection strategies by conducting thorough risk assessments and implementing effective security measures.
- Reduced instances of theft and fraud by developing comprehensive training programs for employees on loss prevention techniques.
- Collaborated with cross-functional teams to develop and implement a robust asset protection plan, resulting in decreased inventory shrinkage.
- Monitored and analyzed customer behavior to identify and respond to potential theft and fraud incidents.
- Checked CCTV for evidence of shoplifting.
- Coordinating asset protection agents schedule weekly
- Assisted with customer greeting and pickup orders.
Spectrum Billing Representative
Spectrum
11.2015 - 10.2018
- Enhanced client satisfaction with prompt resolution of billing inquiries and disputes.
- Ensured accurate recordkeeping by maintaining up-to-date customer account information in the database.
- Developed strong relationships with clients, fostering trust and confidence in the company''s billing procedures.
- Trained new hires on company-specific billing software, policies, and procedures, promoting team cohesion and productivity.
- Adapted quickly to changing technologies or systems upgrades, ensuring minimal disruption to daily workflow during transitions periods.
- Enhanced overall departmental performance by proactively sharing best practices, tips, and lessons learned from daily billing activities with colleagues.
- Responded to customer concerns and questions on daily basis.
- Streamlined billing processes for increased efficiency and timely delivery of invoices to clients.
- Improved billing accuracy by thoroughly reviewing and verifying invoice data before submission.
Customer Service Representative Team Lead
Spectrum
01.2019 - Current
- Handling corporate calls from FCC BBB Attorney General and Public Utilities Commission to assist customer escalated concerns.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined team efficiency by implementing new procedures for handling customer requests.
- Improved overall call center performance with effective coaching and feedback to team members.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
- Developed training materials to standardize processes and ensure consistent service across the team.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
- Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Implemented quality assurance measures to monitor calls and identify areas for improvement within the team''s performance.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Facilitated seamless transition periods during system upgrades or changes by guiding the team through new processes effectively.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
High School Diploma -
Holliston High School
Holliston, MA06.2012
Skills
- Corporate Call Handling
- Team Management
- Complaint Handling
- Call Center Experience
- Product Knowledge
- Effective Communication
- Conflict Resolution
- Inbound and Outbound Calls
- Account Management
- Customer Service
Accomplishments
Charter Champion Program (Peer/Managment )
2017 2019 2020 2022
Timeline
Customer Service Representative Team Lead
Spectrum
01.2019 - Current
Spectrum Billing Representative
Spectrum
11.2015 - 10.2018
Asset Protection Leader
Best Buy
03.2015 - 10.2015
Inventory Specialist
Best Buy
06.2014 - 10.2015
Inventory Specialist
Shopko
05.2013 - 10.2015
Sales Floor Associate
Shopko
04.2013 - 10.2015
High School Diploma -
Holliston High School
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