Marc Taylor

Experience

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  Noalmark Broadcasting

  Jan 1993 - Jan 1994

  KZOR Radio Station

  On Air Personality

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  Bob Coker Broadcasting

  Jun 1994 - Aug 1997

  KPER Radio Station

  Music Director, On Air Personality, Commercials and Production work.

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  Dell Inc.

  Jan 2000 - Feb 2014

  ProSupport Manager

  Oversee a ProSupport technical voice and chat teams that resolves customer’s technical support issues. Provide guidance and implement recommendations to improve business processes. Develop and execute strategic plans and initiatives. Analyze and respond to operational, productivity, and customer satisfaction data. Drive performance improvement and partner with cross functional departments to ensure goals are aligned with business needs. Manager of the Quarter Q2 FY12 and Q3 FY10Bronze Award for Project H.E.R.OCustomer Advocate Platinum Award Q1 FY02Manager Excellence Award Q1 FY02Customer Experience Gold Star Award Q2 FY05Dell Emergency First Responder Show less

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  Nations Neighborhood Association

  Feb 2013 - Jan 2016

  Media Secretary Board Member

  Implementation, marketing strategy and communications for Nations Neighborhood Association. Creation of Social Media accounts, on Facebook, Twitter, Instagram, email distributions lists and helped design the Nations website. Worked with Mayor Dean’s office for Nashville’s first green alleyways project, and performs regularly as contact lead for communications to neighbors. Develops presentations for meetings, and works with Nashville’s Neighborhood Resource Center, and Metro City Council.Key Results:• Rebranding Facebook overall resulting in 1800 new likes • Worked closely with business leaders and property owners to host block parties, fundraisers.• Assisted in Repurposing of 1950’s sign into “Welcome to The Nations” neighborhood sign. • Project lead for “Building Better Blocks” Show less

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  Asurion

  Apr 2014 - Jul 2015

  PSS Technical Supervisor

  Premier Support Solutions Technical Supervisor, 2014 to PresentManaging a group of 15 technical voice and chat teams that resolves customers’ phone service and /or technical issues. Weekly auditing, coaching and development, and escalation assistance on demand. Design strategic planning around clients NPS needs and quickly responding to operational cost. Develop individuals using the D.R.I.V.E methodology. Partnering with Project and Engineering teams to identify root cause to when business is impacted.• Supervisor of the Quarter Sprint Q1FY15 Show less

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  Apple

  Aug 2015 - now

  At Home Apple Care Team Manager

  Responsible for leading and promoting the development of AppleCare At-Home Advisors; while utilizing the core Apple coaching principals of DRIVE and SMART. Managing KPI performance through regular 1:1’s, team meetings and training's. Leading by example with a focus on excellence and integrity.