Marlon - Project Manager with 10+ years of experience in IT and software development

Directed project planning, execution, and delivery, ensuring strategic alignment and stakeholder satisfaction.

Applied Agile practices to facilitate iterative project development and team collaboration.

Engaged with clients and stakeholders to gather requirements, provide updates, and ensure expectations were met.

Identified potential project risks and developed mitigation strategies to ensure project continuity.

Supervised, motivated, and coordinated multidisciplinary teams to achieve project goals.

Collaborated with sales and technical teams to ensure smooth client product delivery for Fortune 500 telecom accounts., Built and configured wireless walk-up cabinets, enhancing client satisfaction through accuracy and efficiency., Handled complex technical troubleshooting, improving resolution time and customer retention., Mentored new hires in sales scripts and advanced technical troubleshooting, boosting team productivity., Managed account escalations, reducing churn by ensuring high levels of customer satisfaction.

Worked from home in a high-volume call center environment, supporting customers with billing, technical issues, and service upgrades., Consistently exceeded monthly sales goals by upselling cable, internet, and phone services during support calls., Delivered expert-level service remotely, maintaining a 95%+ customer satisfaction rating through clear communication and timely resolution., Utilized remote troubleshooting tools and CRM systems to resolve technical issues efficiently., Built trust with clients through empathetic listening and proactive problem-solving, resulting in increased customer retention and referrals., Collaborated virtually with teams and supervisors via chat and video calls to stay aligned with company goals and performance standards.

Handled service tickets and resolved issues with cable, phone, and internet services., Proactively upsold new services post-resolution, increasing customer lifetime value., Acted as team lead, assigning schedules, managing KPIs, and training staff on sales and communication tactics., Trained peers on customer rapport-building and effective problem resolution, improving team NPS scores.