Marcus Wade
Harvey
Summary
A high energy and results-driven professional with over 5 years customer service experience, superb analytical and problem-solving skills leveraged to proactively improve customer service processes and garner stellar customer approval scores. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
10
10
years of professional experience
Work History
Armed Security Officer
Supreme Security
07.2020 - Current
- Conducted routine patrols to ensure safety and security of premises.
- Monitored surveillance systems to identify and respond to potential threats.
- Enforced access control procedures, verifying identification and credentials of personnel.
- Responded promptly to emergencies, coordinating with local law enforcement as needed.
- Trained and mentored new officers in security protocols and emergency response procedures.
- Implemented best practices for conflict resolution to maintain a safe environment.
Customer Success Manger
Penske Truck Leasing
03.2023 - 12.2023
- Build relationships with customers by hand holding them throughout the user journey, understanding their needs, and engaging them with your product
- Ensuring customers get their desired outcome when using your product
- Collecting customer feedback and closing feedback loops
- Full oversight of inventory productivity at the branch(es) for timely service support while mitigating risk of inventory loss
- Maintain optimal inventory levels through ordering parts according to sourcing procedure ensuring suppliers deliver purchases defect-free and on-time through partnering with Centralized Parts Ordering daily
- Receive and store parts in an organized and easily accessible manner
- Ensure that updates to Parts Net occur timely, complete frequent inventory cycle counts and ensure parts are available when needed
- Projects and tasks as assigned by Branch Financial Manager and District Financial Manager
- Invoice payment
- Communication through all departments regarding completion of jobs done on all units in the yard
- Diagram breakdown for technicians on parts needed for each unit's repair order.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Monitored KPIs to assess customer engagement.
- Compiled customer feedback for cross-functional departments to improve product or service features.
University Recruiter
Penske Truck Leasing
12.2021 - 01.2023
- Developed and implemented recruitment strategies to attract qualified candidates.
- Conducted interviews with potential candidates for faculty and staff positions.
- Maintained the applicant tracking system and updated job postings.
- Created recruiting materials, including job descriptions, advertisements, and brochures.
- Coordinated on-campus recruitment events such as career fairs, information sessions, and open houses.
- Identified target universities and institutions for recruiting efforts.
- Organized campus visits for top applicants as part of the recruitment process.
- Established relationships with key contacts at universities across the country.
- Managed communication between recruiters, hiring managers, department heads, and other stakeholders.
Sales and Operations Management Trainee
Penske Truck Leasing
07.2021 - 12.2021
- Develop consumer and commercial customer solutions to local and national accounts (Sub Units)
- Planning and preparing the workday (Hikes, assigning units, conformation on reservations)
- Manage large inventory of different class and nationally recognized vehicles while balancing fleet productivity
- Generate new business leads as well as foster existing customer relationships (Customer Conversation)
- Provide great customer service leading to long term relationships (B2B)
- Help train and develop new hire including (customer conversation, system navigation/operation)
- Follow opening and closing procedure vehicle accountability check-ins and check outs
- Follow up- customer experience, vehicle returns, (damage report inspections if necessary)
- Support co-workers, being always available for assistance.
Manager (Sales)
Bob's Discount Furniture
08.2019 - 02.2020
- Performed the duties in motivating staff with different sales opportunities while teaching sales tactics
- Identifying coaching opportunities when needed due to performance metric
- Transaction processing aligned with company policy and procedures
- Driving sales through in person transactions and call centers with different opportunities such as mentioning finance options as needed as well as obtaining high attach rate with company warranties on order merchandise
- Acted as a liaison for Store Operations and regularly communicates with various corporate departments as needed
- Ensuring that the stores perform to expectations and in a manner that is consistent with the Company's core values and vision
- Managers promote Company policy and procedures by leading by example and always exhibit a professional appearance and demeanor.
Assistant Branch Manager (Operations)
Centier Bank
06.2019 - 07.2019
- Performed a lead role in helping reach predefined sales goals and deliver service expectations of the branch
- Responsible for identifying new prospects as new customers for new company products
- Retaining and deepening existing bank client relationships
- Supervise customer service representatives while applying bank regulations, along with bank security measures
- Payroll
- Monitor branch financial activities while performing audits, reviewing reports and managing cash levels
- Maintain a thorough comprehensive understanding of all retain products and services and sufficient understanding of all bank services to make effective referrals to other business lines
- Open/close the branch adheres to all bank security procedures
- Being able to provide coverage for additional branches other than the primary branch
- Coach less experienced staff on a regular basis to improve their sales for the betterment of the individual/team/bank.
Relationship Banker
BMO Harris Bank
02.2017 - 05.2019
- Assess the needs of customers and offer them banking services that meet their financial needs
- Generate leads and uncover new streams of revenue within existing relationships
- Manage risk and compliance while supporting the operations of the branch
- Build long-term relationships with clients, ensuring they use BMO Harris Bank’s products and services for all their banking needs
- Provide training and oversight to new hires ensure a successful onboarding process and maintain retention targets
- Monitor branch financial activities, perform audits, review reports, and managing cash levels
- Work to gain and retain customers by maintaining high standards of customer service
- Assisted clients with various options to inject growth in their deposit account by understanding their financial goals
- Worked closely with business partners to develop growth within the branch.
Assistant Manager
Enterprise Rent-A-Car
01.2016 - 10.2017
- Getting familiar with leadership roles while managing business operations and monitoring staff performance
- I resolved guest complaints promptly and professionally
- Supported customer service managers in all day-to-day functions
- Managed appointments and meetings for customer service managers
- Assisted with all internal and external communications of the department
- Coordinated with the human resources department and assisted in hiring staff for the department
- Provided oversight with assigning duties, PTO requests, and shift changes
- Collected daily reports from the support team and provided feedback
- Assisted managers generate sales report for upper management’s review.
Relationship Banker
Chase Bank
06.2015 - 11.2015
- Manage and retain meaningful relationships with customers
- Use financial knowledge to offer thoughtful solutions to help address their financial needs
- Authorize, approve, and research transactions
- Perform overrides, approve check holds, and make check cashing decisions
- Assist clients with lines of credit, to help them improve their revolving debt.
Education
Bachelor of Science in Communications - Personal Interaction And Development
Central State University
05-2015
Skills
- Strategic Planning
- Client Relations
- Customer Account Management
- Training Programs
- Customer Relationship Building
- Customer Relations
- Schedule Management
- Account Updates
- Training and Mentoring
- Sales Management
- Strategic Communications
- Customer Service
- Customer Retention
- CRM Software
- Public safety
- Guest relations
- Report writing
- Incident documentation
- Surveillance monitoring
- De-escalation techniques
- Emergency response
Accomplishments
- Kappa Alpha Psi Fraternity Incorporated
- Who's Who Among American High school Students
- Cum Laude Graduate
Affiliations
- Community Service Harvey IL, Christmas toy giveaway.
- South Suburban Rehab Center Service.
- Ronald McDonald House For Children Hospital.
- School District 205 Tutor.
Timeline
Customer Success Manger
Penske Truck Leasing
03.2023 - 12.2023
University Recruiter
Penske Truck Leasing
12.2021 - 01.2023
Sales and Operations Management Trainee
Penske Truck Leasing
07.2021 - 12.2021
Armed Security Officer
Supreme Security
07.2020 - Current
Manager (Sales)
Bob's Discount Furniture
08.2019 - 02.2020
Assistant Branch Manager (Operations)
Centier Bank
06.2019 - 07.2019
Relationship Banker
BMO Harris Bank
02.2017 - 05.2019
Assistant Manager
Enterprise Rent-A-Car
01.2016 - 10.2017
Relationship Banker
Chase Bank
06.2015 - 11.2015
Bachelor of Science in Communications - Personal Interaction And Development
Central State University
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