Rahim Marquez
Jacksonville
Summary
Dedicated manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
Work History
RSC I - IV
Charter Communications, Spectrum
10.2022 - Current
- Responsible for routing and dispatching over150 Maintenance Techs
- Handled escalated calls/tickets as they arose
- Sent emails to correct parties whenever field techs couldn't solve issues
- Acted as liaison between upper management and staff members, effectively communicating expectations from both parties while addressing any concerns that arose during operations
- Provide dispatch to field techs in work areas
- Assisted other Field techs and customer operations teams to help optimize customer experience
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work
Onboarding Manager
ADT Security
09.2020 - 09.2022
- Collaborated with cross-functional teams to develop customized training solutions, ensuring alignment with organizational goals and objectives
- Conducted research, gathered information from multiple sources, and presented results
- Conducted orientation sessions and organized on-the-job training for new hires
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Installed and configured computer hardware operating systems and applications
- Collaborated with other departments to align training programs with organizational goals and objectives
- Trained new hires to perform cross-training exercises with experienced workers
- Established culture of continuous learning, promoting professional development opportunities for all employees across organization
Supervisor/CSR
Diversified Consultants Inc
10.2016 - 04.2020
- Increased customer satisfaction by resolving past-due account issues
- Improved overall customer satisfaction by addressing and resolving escalated customer complaints
- Participated in team-building activities to enhance working relationships
- Performed duties in accordance with applicable standards, policies, and regulatory guidelines to promote a safe working environment
- Oversaw daily operations to ensure high levels of productivity
- Made sure my team hit above their quotas every month
- Enhanced team productivity through regular training sessions, coaching, and performance evaluations
- Maintained compliance with company policies, objectives, and communication goals
Education
Master of Science - Information Technology
Western Governors University
07.2027
High school diploma - undefined
Atlantic Coast High School
Jacksonville, FL06.2014
Skills
- Critical thinking
- Multitasking and Prioritization
- Creative Problem Solving
- Strong Analytical and Problem Solving Skills
- Proactive Self-Starter
- Administrative and Office Support
- Leadership
- Call center experience
- Great adaptability skills
- Fast learner
- Excellent sales
Timeline
RSC I - IV
Charter Communications, Spectrum
10.2022 - Current
Onboarding Manager
ADT Security
09.2020 - 09.2022
Supervisor/CSR
Diversified Consultants Inc
10.2016 - 04.2020
High school diploma - undefined
Atlantic Coast High School
Master of Science - Information Technology
Western Governors University
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