Marcus Wallace
Omaha,Nebraska
Summary
Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.
Overview
20
20
years of professional experience
1
1
Certification
Work History
CALL CENTER CUSTOMER SERVICE REPRESENTATIVE
OMNI HOTEL AND RESORTS
OMAHA, NE
01.2016 - Current
- Managed large volume of incoming calls, providing quality customer service to customers
- Generated and processed sales leads
- Provided accurate, valid and complete information regarding all Omni properties
- Met personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives, and follow up to ensure issue resolution
- Follow communication procedures, guidelines, and policies
- Key Accomplishments: Omni One Club (2019, 2021), Omni Service Champion
DIGITAL SOLUTIONS SPECIALIST
BERKSHIRE HATHAWAY
OMAHA, NE
01.2015 - 01.2016
- Consulted digital marketing to small businesses in the Berkshire and Hathaway footprint
- Processed and maintained sales leads in Sales Force
- Maintained client media portfolios
DIGITAL MEDIA ENGINEER
HEWLETT-PACKARD
CUPERTINO, CA
01.2012 - 01.2014
- Filmed, recorded, and edited digital media training materials to client's specification
- Administrated and provided technical support for Voice Over IP (VoIP) Classrooms
- Responsible for project management and talent coordination for online recording sessions
- Provided scriptwriting and voiceover solutions for online training content as requested
- Maintained business organizational relationships for HP domestic and international business partners
- Key Accomplishments: Reduced cost and increased training efficiency by providing a range of full-service in-house Virtual Classroom Training solutions for the HP Learning community
- Increased training reach and accessibility through recorded sessions making training available anytime, anywhere
PROJECT MANAGER
HEWLETT-PACKARD
CUPERTINO, CA
01.2005 - 01.2012
- Responsible in developing both internal and external marketing communications, and the tactical execution of plans for e-learning partner training programs
- Played a key role in managing media solutions for partner and end user communities
- Successfully developed web content and collaborated with various partners and business groups on web design and conducted usability studies with web vendors
- Worked directly in implementing distance learning programs and wrote media advisories toward promoting training programs
- Key Accomplishments: Consistently achieved 90 percent approval rating from HP partner community
- Grew audience from 3,000 viewers per quarter to over 120,000 viewers per year
- Drove all web branding efforts for HP's Partner Training Program and achieved a 350 percent growth in training attendance resulting in a more capable and effective partner community
Education
Associate of Art in Business Management -
University of Phoenix
01.2011
ELECTRICAL JATC -
01.2001
Skills
- Call Center Customer Service
- Technical Troubleshooting
- Account Management
- Sales Strategy
- Complaint Resolution
- Product and Service Knowledge
Certification
- Certified Network Professional
- IBEW Installer - Panduit, Beldon/Krone, ITT and BICSI Certified
Timeline
CALL CENTER CUSTOMER SERVICE REPRESENTATIVE
OMNI HOTEL AND RESORTS
01.2016 - Current
DIGITAL SOLUTIONS SPECIALIST
BERKSHIRE HATHAWAY
01.2015 - 01.2016
DIGITAL MEDIA ENGINEER
HEWLETT-PACKARD
01.2012 - 01.2014
PROJECT MANAGER
HEWLETT-PACKARD
01.2005 - 01.2012
Associate of Art in Business Management -
University of Phoenix
ELECTRICAL JATC -
- Certified Network Professional
- IBEW Installer - Panduit, Beldon/Krone, ITT and BICSI Certified
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