Marc Calegan

Work History

Concentrix

02.2020 - 03.2025

Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Implemented comprehensive reporting system to track team performance and identify areas for improvement.
Led by example, demonstrating commitment and professionalism that inspired team members to excel.
Generated reports detailing findings and recommendations.
Utilized active listening skills to identify customer needs and provide appropriate solutions.
Conducted regular quality audits on team interactions, providing constructive feedback to help enhance performance levels.

QUANTRICS ENTERPRISES INC.

06.2018 - 01.2020

Created service level agreement for IT operational functions and help desk operations.
Inspected equipment, assessed functionality, and optimized controls.
Optimized network performance through proactive monitoring, configuration adjustments, and hardware upgrades, resulting in improved connectivity and speed.
Answer user inquiries regarding computer software or hardware operation to resolve problems.

JETSTAR

10.2014 - 05.2018

Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
Followed up with existing customers to provide additional support and address concerns.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Answer user inquiries regarding computer software or hardware operation to resolve problems.

Sutherland Global Service

10.2012 - 09.2014

Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
Managed difficult situations with tact, diffusing tensions and achieving positive outcomes for all parties involved.
Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.