MARCUS R. NICKERSON
Las Vegas,NV
Summary
Senior level executive with over ten years of experience in overseeing customer service operations. Dedicated to enhancing the customer service experience for employees and customers. Seeking a working environment to utilize expertise.
Overview
22
22
years of professional experience
Work History
Director of Customer Care
Airport Van Rental
Los Angeles, California
10.2014 - Current
- Establish performance metrics for customer service representatives (50+employees)
- Develops and implements methods to record, assess, and analyze customer feedback via NPS Score and Google reviews
- Proactively communicates with internal and service team members to facilitate the completion of activities and required deliverables
- Establish service levels and requirements for the customer service department i.e
- Customer service policies & guidelines
- Creates a customer-focused culture utilizing customer feedback and industry expertise
- Implemented new technologies to ensure quality and efficiency throughout the customer experience, negotiates and manages contracts with vendors and current customers
- Direct work with all departments (retail and corporate sales, ground operations, leadership team) to ensure consistency across all touchpoints
- Partnered with the Global Support team to ensure teams are coordinated across the company through required changes, internal support, training and resource planning
- Develops, designs, and implements training via Loom, Knowledgebase, etc., and quality assurance programs for new hires and current employees
- Programs/Software used: Sofiac, Google Suite (Drive, Docs, Sheets, Meet, etc.), Nextiva, Slack, Uber Business, HappyFox, Microsoft Suite (Excel, Word, Publisher etc.), Adobe Acrobat Pro
- Airport Van Rental - Employee of the Month: May 2018
Supply Chain Specialist
PacParts, Inc.
Gardena, California
03.2011 - 03.2014
- Write content regarding parts and company information/events for the website's blog area
- Take pictures of parts and accessories to be displayed on the company's website
- Direct and coordinate receiving and inspecting parts and accessories shipped in from the manufacture to be checked and stocked
- Provide additional assistance in the warehouse with picking parts for customers and labeling parts just received
- Assist with preparing orders and collect funds from will-call customers
- Provide ETA status for parts on backorder
- Assist customers with the purchase of car audio and electronic consumer goods in a call center environment
- Manage accounts and keep track of existing orders using Microsoft Excel and provide customer service to existing clients
- Follow up on orders to ensure products were shipped to customers proficiently.
Document Conversion Specialist
Get Imaging
Oklahoma City, Oklahoma
10.2009 - 09.2010
- Perform duties on assignment at GET Imaging, scan images from microfiche using the Mach Mekel VII scanner, scan documents using the Contex HD large format scanner, check images for accuracy and quality assurance.
Assistant Manager
Taco Mayo Franchise Systems
Oklahoma City, Oklahoma
03.2009 - 05.2010
- Manage an eight-hour shift, supervise a crew of four, collect money from cash registers hourly, and input hourly and daily sales into spreadsheet and web portal, and conduct meat inventory
- Assist customers with the purchase of Mexican fast food items, collect monies from paying customers, maintain clean lobby and kitchen areas, prepare food for salsa bar and hot line.
Customer Service Representative
PacParts, Inc.
Gardena, California
02.2007 - 02.2009
- Assist customers with the purchase of car audio and electronic consumer goods in a call center environment
- Manage accounts and keep track of existing orders using Microsoft Excel and provide customer service to existing clients
- Follow up on orders to ensure products were shipped to customers proficiently
- Provide additional assistance in the warehouse with picking parts for customers and labeling parts just received
- Assist with preparing orders and collecting funds from will-call customers.
Administrative Assistant
Power of Love Christian Fellowship
Los Angeles, California
07.2003 - 06.2007
- Provide administrative support to Management, follow up on requests from various departments, run reports and presentations, oversee mailroom, answer and forward incoming phone calls in a friendly and professional manner, organize and order office supplies, enter and maintain company files, provide assistance to other personnel.
Distribution Sorter/Picker
Diamond Comic Distributors
Torrance, California
10.2002 - 04.2003
- Prepare orders to be shipped out to customers nationwide, as well as any other duties specified.
Education
B.A. English Language & Literature -
Dillard University
A.A. Liberal Studies -
El Camino Community College
High School Diploma -
Leuzinger High School
Skills
- Quality Assurance
- Call Center Operations
- Escalation management
- Procedure optimization
- Staff Training
- Customer Support
- Employee Development
- Schedule Management
- Budget Management
- Emergency Response
- Performance Tracking and Evaluation
- Positive Attitude
- Good Judgment
- Performance Evaluations
- Computer Skills
- Professional and Courteous
- Performance Improvement
References
References available upon request.
Timeline
Director of Customer Care
Airport Van Rental
10.2014 - Current
Supply Chain Specialist
PacParts, Inc.
03.2011 - 03.2014
Document Conversion Specialist
Get Imaging
10.2009 - 09.2010
Assistant Manager
Taco Mayo Franchise Systems
03.2009 - 05.2010
Customer Service Representative
PacParts, Inc.
02.2007 - 02.2009
Administrative Assistant
Power of Love Christian Fellowship
07.2003 - 06.2007
Distribution Sorter/Picker
Diamond Comic Distributors
10.2002 - 04.2003
B.A. English Language & Literature -
Dillard University
A.A. Liberal Studies -
El Camino Community College
High School Diploma -
Leuzinger High School
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