Marquis Clerge
Sunrise,USA
Summary
Positive attitude equals positive outcomes.
Experienced with leading teams to achieve project goals through effective management and strategic planning. Utilizes strong organizational and communication skills to foster collaboration and drive performance. Track record of successfully overseeing project execution and adapting to dynamic work environments.
Overview
16
16
years of professional experience
Work History
Retention Team Lead
MASA GLOBAL
11.2023 - Current
- Managed and retained customer accounts through proactive engagement and problem resolution.
- First line of support for escalated concerns
- Monitor Inbound and Outbound Calls to ensure customer satisfaction and quality assurance
- Hold team members accountable with empathy and clarity.
- Onboard new team members and provide ongoing coaching to improve performance, product knowledge, and member satisfaction.
- Identified customer needs and offered tailored solutions to prevent churn.
- Handled inbound and outbound calls to address customer concerns and provide exceptional service.
- Documented all customer interactions and resolutions accurately in the CRM system.
- Increase loyalty and customer retention by resolving customer complaints and implementing retention strategies.
Retention Rep
Endurance Direct
02.2023 - 09.2023
- Managed and retained customer accounts through proactive engagement and problem resolution.
- Identified customer needs and offered tailored solutions to prevent churn.
- Handled inbound and outbound calls to address customer concerns and provide exceptional service.
- Documented all customer interactions and resolutions accurately in the CRM system.
- Collaborated with sales and support teams to ensure a seamless customer experience.
- Remote
IT Technician
Broward County Supervisor of Elections Office
07.2022 - 01.2023
- Responsible for the operational functionality of devices that are used to verify eligibility in official local, state, and federal elections.
- Performed set up, roll out assignments to employees, repair and replacement duties.
- Performed extensive cabling for election site workstations. Responsible for verifying operational functionality of devices prior to usage.
- Responsible for performing critical technical services to a predetermined number of precincts. Which includes but is not limited to software installations, troubleshooting, cable wiring, repair and replacement of voting equipment.
Resolution Manager (Retention Team Lead)
Choice Home Warranty
07.2019 - 05.2022
- Coordinate with external vendors to resolve all issues and provide appropriate response to all collection hotline complaints.
- Perform research for all complaints and recommend required action for same and assist management to resolve all issues efficiently.
- Inquire about reasons for membership cancellations and strategize on how to re-engage them.
- Resolve Claim issues/disputes
- Resolved Call escalations/Sup calls
Store Supervisor
Pet Supermarket
01.2018 - 07.2019
- Selling company products
- Assuring good customer experience.
- Manage retail staff, including cashiers and people working on the floor.
- Meet financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Formulate pricing policies.
- Solving sales issues and technicalities
- Work on store displays
Retention specialist
Centerfield
09.2016 - 12.2018
- Retain customer services through utilization of sales tools and techniques.
- Providing quality customer service
- Explain new services and products to existing customers
Sales Leader
Convergys
06.2013 - 08.2016
- Selling AT&T products and accessories
- Providing quality customer service
- Upselling Customers
- Maintaining sales floor performance
Sales/Stock
Best Buy Stores
09.2012 - 05.2013
- Sales Leader of Home theater
- Instillation
- Inventory of materials
- Moving products around in warehouse using fork lift
Merchandiser
Coca Cola Bottling Company
11.2009 - 07.2012
- Coo Lift Builder
- Taking Full Pallets of Product using Coo lift Jack/Fork Lift
- Breaking the pallets down by case and product
- Build case on smaller pallet and wrap
- Traveling the Items through multiple conveyors with mergers and divers to arrive at three final palletize in order of delivery for each route
Education
Graphic Design
Art Institute of Fort Lauderdale
Fort Lauderdale, FL06.2009
High School Diploma - undefined
Fairfield Central High School
Fairfield, CA06.2008
Skills
- Entry-level experience with Adobe Photoshop
- Forklift operation
- Forklift operation certified
- Entry-level Photoshop experience
- Inventory management
- Inventory management
- RF scanner operation
- Logistics management
- Pallet jack operation
- Retail merchandising
- Client support
- Cash management
- Collaborative team development
- Sales expertise
- Appointment coordination
- Retail operations management
- Proficient in Adobe Illustrator
- Supply chain optimization
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
Accomplishments
Promoted to Team lead within less than one year at company.
Section name
Authorized to work in the US for any employer
Languages
English
Full Professional
Timeline
Retention Team Lead
MASA GLOBAL
11.2023 - Current
Retention Rep
Endurance Direct
02.2023 - 09.2023
IT Technician
Broward County Supervisor of Elections Office
07.2022 - 01.2023
Resolution Manager (Retention Team Lead)
Choice Home Warranty
07.2019 - 05.2022
Store Supervisor
Pet Supermarket
01.2018 - 07.2019
Retention specialist
Centerfield
09.2016 - 12.2018
Sales Leader
Convergys
06.2013 - 08.2016
Sales/Stock
Best Buy Stores
09.2012 - 05.2013
Merchandiser
Coca Cola Bottling Company
11.2009 - 07.2012
High School Diploma - undefined
Fairfield Central High School
Graphic Design
Art Institute of Fort Lauderdale
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