Open to opportunities

Marcus User

@marcususer2

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Customer-focused professional transitioning into Management Information Systems.

United States

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What I'm looking for

I seek a role where I apply MIS and analytics to optimize operations, influence product/service strategy, and lead cross-functional improvements in a collaborative, growth-oriented company.

I am a dynamic professional transitioning into Management Information Systems with 15+ years of experience in customer engagement, process optimization, and cross-functional collaboration. I use data-driven decision-making to improve operations and inform strategic initiatives.

At ActivEngage, U-Haul, and NexRep I delivered high-volume multichannel support, built automated reports, maintained CRM records, and led training and cross-team programs that improved satisfaction and operational efficiency. My work influenced service policy improvements and helped streamline workflows.

I am skilled with CRM platforms (Salesforce, Zendesk, HubSpot), reporting tools (Google Sheets, Excel), and collaboration systems, and I bring proactive problem-solving, adaptability, and strong communication to bridge customer needs and operational goals.

Experience

Work history, roles, and key accomplishments

Current

Subject Matter Expert

Current

ActivEngage

Aug 2021 - Present (4 years 4 months)

Delivered high-volume live customer support across chat, email, and social media, achieving a 96% satisfaction rating and building automated Google Sheets reports to identify service trends and gaps.

Zendesk Intercom Google Sheets Customer Support Reporting Training Development Escalation Management Cross Functional Collaboration

Customer Service Agent

U-Haul

Apr 2018 - Aug 2021 (3 years 4 months)

Managed live chat and phone inquiries for billing and reservations, handling 80+ daily contacts and achieving a 33% conversion rate while maintaining records in Salesforce and contributing to training materials.

Salesforce Live Chat Phone Support & Customer Success Mentoring Process Improvement Documentation CRM

Customer Service Representative

NexRep

Mar 2017 - Mar 2018 (1 year)

Provided high-volume personalized support via phone, chat, and email, achieving a 93% satisfaction score and using behavior-based insights to improve recommendations and reduce friction points.

Customer Experience Phone Support Chat Support Email Support Cross Functional Collaboration

Education

Degrees, certifications, and relevant coursework

Northwest Mississippi Community College

Business Administration, Business Administration

Studied Business Administration with coursework in data analytics, database management, systems analysis, business communications, and introductory programming.