MARCUS WILSON
Los Angeles ,CA
Summary
Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks. Currently looking to transition into the Health Care Industry. I have a passion for helping people and feel my skill sets that I utilized for many years in Customer Care / Escalations provides an excellent foundation to build off of.
Overview
21
21
years of professional experience
Work History
Front Desk Agent
Sonesta Select
El Segundo, CA
08.2023 - Current
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Issued room keys and escort instructions to bellhops.
- Coordinated with internal departments to handle wide range of guest needs.
- Resolved customer complaints promptly and courteously.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.
- Processed payments accurately and efficiently.
Assisted Living Caregiver
The Cottages
Meridian, ID
12.2022 - 02.2023
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Provided emotional support during end-of-life transitions.
- Followed care plan and directions to administer medications.
- Organized recreational activities to promote physical and mental well-being of the elderly.
- Collaborated with interdisciplinary teams to ensure quality care delivery.
- Recorded client status progress and challenges in logbooks and reports.
TELESALES TEAM LEADER / SALES REP
GoWireless
Boise, ID
01.2019 - 07.2021
- Maintained in-depth understanding of company products and services to make suitable recommendations to customers.
- Reviewing customer complaints and issues related to telesales operations, resolving them promptly.
- Motivating and coaching the telesales team to ensure they reach their full potential.
- Providing feedback on individual performance and providing guidance when necessary.
- Handling escalated customer service issues in a professional manner.
ESCALATION TEAM SUPERVISOR
Starwood Hotels
Wichita, KS
06.2010 - 09.2017
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Led team by answering questions and solving complex problems daily.
- Evaluated individual team member's performance and provided constructive criticism when necessary.
- Addressed operational issues and determined changes to drive improvements.
- Completed daily quality assurance duties to provide feedback for improvements.
- Evaluated and assessed personnel to identify potential candidates for promotion.
- Fostered positive employee relationships through communication, training, and development coaching.
- Analyzed customer feedback data to determine areas where improvements can be made.
- Assisted in hiring new employees by conducting interviews, providing recommendations.
TEAM LEAD / TRAINER
Arvato Services / Lufthansa Airlines
Valencia, CA
02.2003 - 06.2010
- Planned and delegated group and individual work assignments to trainees.
- Provided coaching sessions for employees who needed extra assistance in completing tasks.
- Suggested and offered specific training programs to help workers maintain or improve job skills.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
- Reviewed existing policies and procedures to ensure they are up-to-date.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
Education
High School Diploma -
Buena Park High School
Buena Park, CA06-1998
Skills
- Customer Service
- Conflict Mediation
- Loyalty Specialist
- Brand Ambassador
- Complex Problem-Solving
- Excellent Communication Skills
- Coaching and Mentoring
- De-escalation Skills
Personal Information
Title: SUPERVISOR
References
References available upon request.
Timeline
Front Desk Agent
Sonesta Select
08.2023 - Current
Assisted Living Caregiver
The Cottages
12.2022 - 02.2023
TELESALES TEAM LEADER / SALES REP
GoWireless
01.2019 - 07.2021
ESCALATION TEAM SUPERVISOR
Starwood Hotels
06.2010 - 09.2017
TEAM LEAD / TRAINER
Arvato Services / Lufthansa Airlines
02.2003 - 06.2010
High School Diploma -
Buena Park High School
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