Marcus Ball
– 6995 Port Rowan Dr , San Jose, Ca. 95119 408-896-5555 -

Objective

/ To find a position in the San Jose area that will allow me to apply my creativity, skills in a client care, and account management.
Summary of Experience
Dec 04 Present / Online Technical Services - Account Manager / Recruiter. Campbell, CA
Managed the complete recruiting lifecycle:
  • Define job descriptions with hiring manager,
  • post and update job banks,
  • source and screen candidates,
  • schedule and lead interviews,
  • gather feedback from both candidates and hiring managers,
  • Manage communications: Gathering feedback from both candidates and hiring mangers,
  • close deal (negotiate salary) and prepare the new employee for the job transition.

June 04 – Oct 04 / Graveyard Shift Cashier – Winners Corner. Sparks, NV
  • Supervised all aspect of the store for the graveyard shift including slot gaming, gas pumps, and retail sales. Trained 3 cashiers for shift, developed pricing cheat sheets, and rewrote shift requirements.

2002 - 2004 / Clinical Massage Therapist - Bay Area Massage Network. Saratoga, CA
  • Private practice clinical therapy office provided targeted Trigger Point release and Myofascial therapies to promote pain relief and structural recovery of patients’ injuries.
BayAreaMassage.Net BabeClinic.com
2001 - 2002 / Inbound Sales Executive - Hello Direct, Inc. San Jose, CA
  • Provided sales, consulting and practical advice to general and corporate call center accounts focusing on satisfying their telephony and audio conferencing needs. Consistently maintained the highest dollar per call average of the entire department.
HelloDirect.com
2000 - 2001 / ASP Client Services Engineer - NewChannel Inc. Redwood City, CA
  • Responsible for the deployment and continued pre and post sales training, support, and improvement of three software applications for major clients such as MTS, Dell Canada, AT&T, and Citibank.
NewChannel.com now LivePerson, Inc.
1999 - 2000 / Senior Support Design Engineer - Commtouch Software, Inc., Mountain View, CA
  • Technical & Customer Support Services - Senior Technical Support Engineer
    Re-engineered the existing support services infrastructure by creating service level and then provided those levels of support to our existing 17M+ active email box client base.
  • Service Provider Solutions - Technical & Customer Support Services Project Lead (USA)
    Coordinated the implementation of 24-hour international telephone support services for the entire ISP market penetration effort.
  • bMessaging - Customer Support Strategies Specialist Senior Support Team
    Developed all written training material and internal processes for a support center of 20 to 50 front line agents answering phone and email inquiries supporting the bMessaging web based and POP3 email solution for Microsoft’s bCentral small business enterprise.
Commtouch.com
1996 - 1999 / CallCenter Services Specialist - Gartner Group/Dataquest Inc., San Jose, CA
  • ClientCommunicationsCenter- Team Lead(Western U.S. & Asia Pacific Regions)
    Supervised a high volume inbound internet and telephone Call Center environment, primarily providing client services to the Western U.S. and Asia-Pacific Regions.
  • IS&T - Desktop Systems & Technical Support Specialist
    Supported 300+ local Windows95, Windows98, Outlook98, Office98 users and provided telephone support for 12 additional regional offices.
Gartner.com Dataquest.com
1994 - 1996 / Customer Support Representative - First Image Management Company, Chelsea, UK
1988 - 1997 / Multiple Positions - Red Lion Hotels & Inns, San Jose, CA
  • Maxis’ Dining Room - Bus person, Captain, Host, Reservations Manager
  • Room Service - Server, Cashier
  • Club Max - Nightclub Door Supervisor

Summary of Primary Education

2002 - 2003

/ TrinityCollege, San Jose, CA
Exceeded all State & National Certification requirements in Eastern and Western Massage Therapy Modalities.

1994 - 1996

/ ChelseaUniversity, Chelsea, UK
Master of Science, Traditional Chinese Medicine

1991 - 1993

/ San JoseStateUniversity, San Jose, CA
Business Finance Major with a Minor in Economics

1988 - 1991

/ WestValleyCollege, Saratoga, CA
Associate in Arts Degree, Level 1 Certification in Management
interests, Technical Studies, and additional Resources
  • Web Site Development : – –
  • Member - Associated Bodyworkers & Massage Professionals.
  • Interests of a more personal nature include gardening, snow sports, home improvement, driving, and continued studies as a certified massage therapist.
  • Xerox; "Leadership through Quality" Certification.
  • Interpersonal Technology Group, "A.C.T.I.O.N. Management Training" Certification.
  • Dunn and Bradstreet; "Excellence in Client Service"
  • Microcenter Institute, "Microsoft Windows Service and Support Strategies" Certification.
  • Compumaster Institute, "PC installation and upgrade";"Advanced PC hardware maintenance & support"Certification.
  • Hand on experience designing, developing, maintaining and working in multi-level technical/customer support help desks & call centers.
  • Experience in designing and implementing ACD, UCD, and PBX phone trees on Rolm, Octel, and NEC phone networks.
  • Hands on computer experience with troubleshooting, supporting and using IBM including: DOS 6.22, Windows 3.1, 95, 98, 2000, XP; MSOffice 95, 2000, & XP Suites; Exchange 5 & 2000
  • IT industry generalist with focused interests on help desks, Internet support strategies, & ASP customer care

Personal referenceS - Available On Request
Marcus Ball
– 6995 Port Rowan Dr , San Jose, Ca. 95119 408-896-5555 -