Norman Marcus
Omaha,NE
Summary
Experienced leader with strong background in digital production, project leadership, and diverse knowledge in software programs.
Multiple years using Microsoft/Google programs and equivalent. Expert knowledge using project management and issue tracking software such as Confluence, Jira, Certiverse, ServiceNow, Github, Zendesk and Salesforce.
Intensive graphic design knowledge with Adobe programs such as; Photoshop, Illustrator, Acrobat, After Effects, Indesign, and Character Animator. 3D modeling experience with programs such as, Sketchup, Blender, Maya, Zbrush, Marvelous Design and 3D max. Similar unrelated to Adobe but still experience related to design/art: Procreate, Canva, Picmonkey, pixlr, Gimp, Inkspace, and more.
Intensive experience with customer service programs such as: Intercom, Five9, Connect teams, Teams, Slack, 7 shifts, Zoom, Discord and more.
Experience with web building programs such as: Wordpress, Squarespace, Wix, Weebly, and various internal website builders.
Team building and project creating software experience with, Trello, Freeform, Miro, Prezi, FigJam, and Lucidspark.
POS and device experience with hardware from companies such as Toast/Aloha.
Overview
3
3
years of professional experience
Work History
Retention and Data Analyst
Toast
10.2023 - Current
- Recommended solutions to complex situations through research and critical thinking.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Used direct data to enhance company care metrics
- Directed traffic growth strategies, SEO, content distribution, email marketing, and trackbacks.
- Contributed ideas and practical solutions to support process improvement efforts.
- Created solution-based execution plans to achieve business goals based on Google Analytics and internal reporting data.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Produced monthly reports using advanced Excel spreadsheet functions and Slack workflows.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Utilized data visualization tools to effectively communicate business insights.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Taught new team members correct procedures for all areas of operations.
- Set positive example for team members by providing high-quality, efficient service.
- Maintained current knowledge of all team position requirements all while leading those teams.
- Analyzed training requirements of team members to identify areas for improvement, bridge gap and provide resources.
Customer Support Specialist
Toast
03.2023 - 10.2023
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees.
- Offered assistance in implementing and developing training programs.
- Generated reports to track performance and analyze trends.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Responded to customer inquiries and provided technical assistance over phone and in chat/emails.
Customer Support Specialist
Alorica
05.2022 - 01.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees and customers.
- Worked with partnered companies to achieve similar goals.
- Worked hand to hand with first responders in high intensity situations.
Education
High School Diploma -
William Penn High School
New Castle, DE06.2015
Skills
- Easy understanding of multiple Software systems
- Customer service excellence
- Complaint Handling
- Data Management
- Customer Success Management
- Report Generation
- Online Chat Support
- Help Desk Support
- Supply Management
- Customer Needs Assessment
- Account Administration
- Incoming Call Management
- Hardware Configuration
- Customer Service
- Technical Troubleshooting
- Remote Technical Support
- Multitasking
- Interpersonal Skills
- Tracking and Documentation
- Adobe Creative Cloud
- Time management abilities
- Troubleshooting Network Issues
- Relationship Building
- Reliability
- Analytical Thinking
- Database Management
- Google Sheets/Form/Notes/Slides/Docs/Gmail
- Slack Management
- Microsoft Teams
- Adobe Photoshop
- Adobe Illustrator
- Problem-solving abilities
- Motivational Techniques
- Training documentation
- Task Delegation
- POS Systems
- Team leadership and supervision
- Coaching and Mentoring
- Individual Tutoring
- Lesson Planning
- Classroom Management
- Role Modeling
- Scheduling
- Teamwork and Collaboration
- Case Management
Accomplishments
- (TOAST)Collaborated with TEA in the development of Detractor Follow Up team.
- (TOAST)LOV award November 2023
- (TOAST) Mentor Certification
- (TOAST)MLM Certification
- (TOAST) Collaborated with Project Manager, Jordan Bullington in the development of New Products team.
- Trainer of New Products team for 2023 and 2024
- Supervised multiple teams of 20+ staff members.
Languages
French
Elementary
Spanish
Elementary
Timeline
Retention and Data Analyst
Toast
10.2023 - Current
Customer Support Specialist
Toast
03.2023 - 10.2023
Customer Support Specialist
Alorica
05.2022 - 01.2023
High School Diploma -
William Penn High School
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