Marc Willis

Experienced Wealth Management Professional with a strong background in delivering high-quality customer service for banking and brokerage products. Proficient in educating clients on online and mobile self-service capabilities, managing risk through client authentication, and processing requests efficiently and accurately. I am skilled in navigating multiple applications and tools to research, understand, and educate clients about products, services, and procedures. Demonstrates reliability and motivation while working from home, maintaining regular attendance and adherence to the assigned schedule.

• Delivered high-quality customer service support for banking and brokerage products managing upwards of 60 inbound calls and emails per day from customers.
• Educated, promoted, and guided clients through online and mobile self-service capabilities.
• Managed risk by authenticating clients while adhering to policy procedures.
• Proactively identified and escalated potential risks.
• Processed client requests in a timely and error-free manner (transfers, payments, card activation).
• Navigated multiple applications and tools to research, understand, and educate clients about products, services, and procedures.
• Maintained regular and reliable attendance, including adherence to the assigned daily schedule.
• Demonstrated the ability to work from home while staying motivated, organized, and proactive

Experienced Customer Service Professional with a strong background in providing solutions for complex account-related situations. Proficient in problem-solving, conflict resolution, negotiation, and de-escalation. Skilled in effectively communicating with customers while documenting conversations, exchanges, or sessions into multiple systems. Adept at handling various contact types, including chat, email, inbound, and outbound voice calls with customers. Demonstrates reliability in processing device replacements and account refunds, staying within key performance indicator metrics, and maintaining regular and reliable attendance. Proven ability to work from home while staying motivated, organized, and proactive.

• Provided solutions for complex account-related situations.
• Demonstrated problem-solving, conflict resolution, negotiation, and de-escalation skills.
• Effectively communicated with customers while documenting conversations, exchanges, or sessions into multiple systems.
• Handled various contact types, including chat, email, managing approximately 60+ inbound, and outbound customers per day.
• Processed device replacements and account refunds.
• Stayed within key performance indicator metrics (average handle time, first call resolution).
• Maintained regular and reliable attendance, including adherence to the assigned daily schedule.
• Demonstrated the ability to work from home while staying motivated, organized, and proactive

Experienced Hospitality Professional with a proven track record in facilitating communication between front-of-house and back-of-house teams to ensure seamless operations.

• Managed the restaurant's ticketing system, achieving a 95% order accuracy rate.
• Assisted guests with menu selections and provide detailed explanations of menu items.
• Coordinated with the kitchen staff to ensure timely delivery of meals. I maintain customer satisfaction by being approachable and attentive.

As a Technical Support Representative, I efficiently tracked and monitored upwards of 50+ incident requests using Remedy tracking per day. I provided incident response, transactions, and request fulfillment, collaborating with various departments, teams, and vendors to research and resolve issues.

• Utilized the knowledge article database to address and resolve technical issues promptly.
• Delivered high-quality customer service support for banking and brokerage products through inbound calls and emails.
• Educated clients on online and mobile self-service capabilities.
• Managed risk by authenticating clients while adhering to policy procedures.
• Proactively identified and escalated potential risks.
• Processed client requests in a timely and error-free manner.
• Navigated multiple applications and tools to research, understand, and educate clients about products, services, and procedures.
• Maintained regular and reliable attendance, including adherence to the assigned daily schedule.
• Demonstrated the ability to work from home while staying motivated, organized, and proactive.

Experienced Hospitality Professional with a proven track record in organizing and supervising events for private parties and weddings, ensuring seamless execution and client satisfaction. Skilled in preparing detailed finance reports, conducting thorough analysis, and performing accurate data entry for point-of-sale systems. Adept at managing inventory of liquor orders to ensure consistent stock levels and operational efficiency. Demonstrated leadership in managing a team of servers, providing guidance, and conducting comprehensive new hire training.

• Organized and supervised events for private parties and weddings, ensuring seamless execution and client satisfaction.
• Prepared detailed finance reports, conduct thorough analysis, and perform accurate data entry for point-of-sale systems.
• Managed inventory of liquor orders, ensuring the bar is consistently stocked and operational needs are met.
• Lead a team of servers daily, providing guidance and conducting comprehensive new hire training.

Dedicated Hospitality Professional with extensive experience in operating and maintaining kitchen ticket systems to ensure order organization and accuracy. Proficient in preparing detailed finance reports and performing accurate data entry for point-of-sale systems. Committed to maintaining acceptable food service levels in accordance with state law, ensuring compliance and high standards of service.

• Operated and maintained the kitchen ticket system, ensuring order organization and accuracy.
• Prepared detailed finance reports and performed accurate data entry for point-of-sale systems.
• Maintained acceptable food service levels in accordance with state law.