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My career study is focused on client care and different strategies toward sales, service, and support. My experience targets
the many different aspects of contact management including working in, managing and designing high volume telephone
customer service/call centers, managing accounts, successfully running my own business, and nearly 10 years in various
capacities at a 5 star business hotel.
I am a very creative problem solver, confident in taking on new tasks, and comfortable working both "on the front
line" or "in the back office". When selecting a career change prefer a balance of potential learning
to daily activities, and look for job satisfaction.
After a focused working internship in customer service and support strategies
, and call center vs. help desk architectures while working as a member of
Gartner Group and DataQuest Consulting in San Jose, Ca and Stamford, Ct . I continued my
education by actually working in or developing many different inbound and
outboundcall centers,
help desk, sales and
support environments. As a
call center specialist I have designed and managed up to a mid size call
center of 50 agents providing 24 hour support in 16 languages.
During my Technical Career I have focused my efforts on call centers and
help desks with an emphasis on Client Care Strategies. I have either worked
in or managed and developed most aspects of both small and large call centers and help desks ranging from: tier 1 to 3 support,
Outbound Telemarketing centers, Web based client Care and Sales, Inbound Reception and Call Routing centers, Personal Party
Lines and Business Conference call centers (up to 140 participants per event), design and development of a
24 hour world wide support infrastructure with multiple call centers
providing phone and email support in 16 different languages, located in California and Israel.
MORE........
What have I done?
Telemarketing,
Account Management,
Sales,
ASP Support,
Inbound Email(25k+daily messages)/Phone Call Center Design,
Call Center Infrastructure Development,
Inbound Call Center Supervision,
Service Desk Telesales,
Desktop Support.
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Quotes: I feel learning from the wisdom of others is a key tool in life.
There are at least three ways for a customer to give you feedback on the product that you
as a Service Provider develop, sell, and constantly improve upon. Take advantage of these key sources
of development input and then re-deploy what you have learned thought improvement and optimization.
Your support staff, direct sales, or product helpdesk will definitely be among the first that a customer would
express both positive and negative feedback too. One key ingredient in a running a successful business is listening
- the secret is using that ingredient wisely. My experience has taught me that by being proactive as well as reactive you
increase your chance for success.
Contact Marcus Ball Directly at (408) 896-5555, or MarcusBall@MarcusBall.com
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