Willie Marion
Goodlettsville
Summary
Results-oriented account manager with extensive experience in operational support and process management. Successfully improved client satisfaction and implemented innovative solutions at leading companies including Verizon Wireless, Paylocity, and Concentrix. Expertise in leveraging communication and analytical skills to drive business performance and strengthen client relationships.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Sales Development Specialist
Concentrix
Nashville
04.2025 - Current
- Collaborated with sales teams to develop targeted lead generation strategies.
- Maintained accurate records of interactions in the customer relationship management system.
- Assisted in qualifying leads based on predefined criteria and customer needs.
- Scheduled appointments for sales representatives with interested clients effectively.
- Supported marketing initiatives by providing feedback on customer responses and trends.
Account Expert
T-Mobile
Nashville
03.2024 - 01.2025
- Effectively resolved account issues and billing discrepancies to maintain client trust.
- Collaborated with team members to enhance overall customer experiences.
- Educated clients about T-Mobile products and service plans to drive informed decisions.
- Assisted with service changes and account inquiries, promoting quick resolutions.
Account Manager 1
Paylocity
Schaumburg
03.2023 - 05.2023
- Utilized Salesforce for both inbound calls and emails in addressing client concerns in utilizing our software, addressing payroll concerns and tax questions.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to address client concerns expeditiously.
- Utilized Salesforce for the documentation of customer interactions and collaborate cross-functionally to continuously evaluate client success, satisfaction, and understanding product updates, product usage, and opportunities.
- Provided feedback to leadership concerning team compliance and performance opportunities.
- Collaborated with cross-functional teams to align and close potential contractual gaps.
- Researched and compiled information on a variety of planning issues from multiple sources, prepared thorough reports and presented findings in both virtual and face to face meetings utilizing Slack and G Suite.
- Gathered and organized materials to support potential workflow changes.
- Built and managed a project team to reduce the implementation time needed to build contract profiles in the Enterprise Customer Profile Database by 20%.
- Maintained and sought new avenues for internal communication and knowledge base support utilizing Microsoft SharePoint and WordPress.
- Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Resolved concerns with products or services to help with retention and drive sales.
Coordinator - Finance Planning & Analysis
Verizon Wireless
Rolling Meadows
02.2006 - 12.2021
- Analyst - Data Technical Support
- Coordinator - Data Technical Support
- Customer Service Representative
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Explained charges, fees, terms of sales, and service agreements using email and virtual chat systems.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Responded to customer Chats and emails to answer questions about products and services.
- Handled simultaneous customer chats fielding over 60 chats per day.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Reduced response time for Tier 1 and 2 support tickets by 30%.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Analyzed massive quantities of deep-dive information for Early Termination Fee waivers based on service performance.
- Resolved issues with systems, hardware, and telephones quickly and accurately.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to Tier 1 and Tier 2 technical support needs.
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Responded to customer inquiries and provided technical assistance over the phone.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Answered a constant flow of customer calls with minimal wait times.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Handled over 50 customer inquiries and suggestions courteously and professionally daily.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined the root cause of problems to resolve product or service complaints.
Education
Some - Information Technology
Columbus State Community College
Columbus, OHHigh school diploma -
David E. Mackenzie
Detroit, MISkills
- Account management
- Analytical skills
- Call center operations
- Client success and support
- Conflict resolution
- Critical thinking
- Cross-functional collaboration
- Customer advocacy and inquiries
- Data entry and efficiency improvement
- Email and chat support
- Feedback analysis
- G Suite proficiency
- High-volume customer support
- Internal audits and evaluations
- Knowledge base management
- Leadership abilities
- Microsoft Office suite
- SharePoint administration
- Performance evaluation techniques
- Problem-solving strategies
- Process optimization
- Project management skills
- Relationship building and maintenance
- Salesforce expertise
- Slack communication tools
- Tax inquiry resolution
- WordPress management
- Appointment scheduling
Certification
- A+, CompTIA
- Network+, CompTIA
Affiliations
- Avid reader and and book reviewer.
- Neophyte diamond painter.
- Strategy and Boardgame enthusiasts.
References
References available upon request.
Timeline
Sales Development Specialist
Concentrix
04.2025 - Current
Account Expert
T-Mobile
03.2024 - 01.2025
Account Manager 1
Paylocity
03.2023 - 05.2023
Coordinator - Finance Planning & Analysis
Verizon Wireless
02.2006 - 12.2021
Some - Information Technology
Columbus State Community College
High school diploma -
David E. Mackenzie