Master Resume

1. Marcus D. Lee
“Strategic and Multi-Faceted Professional”
2000 North Garland Ave. #80 Fayetteville, AR 72703 (662)295-6624 leemarcusde@gmail.com
CAREER PROFILE:
Personifies extensive leadership, project management, implementation and customer service experience.
I utilize my seasoned knowledge to perform and or resolve any presented task efficiently and most
effectively.
Areas of Expertise:
Research
Customer Service
Consulting
Corporate Communications
Client/Associate Relations
Policies and Procedures
Coaching and Training
Strategic Planning
Creative Thinking
Analytics Auditing
Computer Skills:
Adobe Creative Suite: Photoshop, Illustrator, Flash; Microsoft Office: Excel, Word, PowerPoint, Outlook;
Oracle; Remedy; Knowledge Base; Mac OS X, Windows; Host Screens; Jabber; WebEx
Geography:
No geographic preference - will relocate to where the job is - willing to travel
Strength Finder Themes:
Strategic, Visionary, Unity, High-tech, Positivity
PROFESSIONAL EXPERIENCES:
October, 2016 to Present Bentonville, AR
Walmart Central Operations – Home Office
Workforce Coordinator
 Partner with Operations Management to resolve schedule and attendance
adherence issues
 Assists in generating Contact Center staffing forecasts
 Completes work assignments and priorities in Contact Center Operations
 Complies with company policies, procedures, and standards of ethics and
integrity
 Ensures Contact Center performance is within pre-set parameters
 Makes changes to resource allocation, volume allocation, or scheduling in
response to unexpected staffing or call volume changes
 Monitors the Real-Time Operation utilizing contact management systems (for
example CMS (Call Management System, RTA) manually updating the systems
on a regular basis; determining staffing needs based on predicted call volume.
 Will assist Operations Management with resolving scheduled and attendance
adherence issues as primary point of contact for agent scheduling requirements;
will manage the associate Attendance Call Line documenting attendance issues
for agents and updating respective systems.

2. Marcus D. Lee
“Strategic and Multi-Faceted Professional”
2000 North Garland Ave. #80 Fayetteville, AR 72703 (662)295-6624 leemarcusde@gmail.com
August, 2015 to October, 2016 Bentonville, AR
Walmart Central Operations – Home Office
Resolution Specialist II (Store Manager/Market Manager Operations):
 Provides consistent commitment, support, and services as a senior
operations specialist for the largest retailer in the world.
 Analyzes data and statistics in all accelerated operational matters.
 Responsible for addressing, assisting, and solving escalated/time sensitive
opportunities from store managers and market managers for all 5,000
Walmart stores in North America.
 Leads as one of the primary contacts for unresolved compliance, fixtures/99
supplies, technical support, facility maintenance, merchandising, and
financial concerns.
 Supports and advises entry-level Contact Center agents.
 Create plans to implement solution with quantifiable metrics as approved by
management.
April, 2015 to August, 2015 Hattiesburg, MS
Walmart Central Operations – Home Office
Senior Agent (Merchandising & Modular Planning):
 Services as a senior store support representative that is responsible
providing essential assistance for all 5,000 Wal-Mart stores in North America.
 Analyzes data and statistics in merchandise importing, exporting,
replenishment; vendor communications, and retailing economics.
 Leads as one of the primary contacts for merchandising insight, modular
planning layouts, purchase order concerns, system recovery, and out-of-
stock inventory information through inbound and outbound communications.
 Enhances store engagement, collects feedback, identify root cause solutions
for Wal-Mart concerns and issues.
 Supports the identification of root cause solutions for store’s merchandise
and modular issues.
 Make recommendations to management regarding development of policies
and procedures by identifying trends and continuing education opportunities.

3. Marcus D. Lee
“Strategic and Multi-Faceted Professional”
2000 North Garland Ave. #80 Fayetteville, AR 72703 (662)295-6624 leemarcusde@gmail.com
June, 2014 to April, 2015 Hattiesburg, MS
Walmart Central Operations – Home Office
Customer Care Agent:
 Handled inbound and outbound contacts for Walmart Stores clientele
across the United States, redirected calls to appropriate departments when
needed to.
 Represents the company image to customers contacting the center by
serving as the point of contact and resolution for merchandise, store issues,
complaints, and payment issues (for example, check debt recovery, site-to-
store orders, out-of-stock items) concerns.
 Enhances customer engagement and collects customer feedback Identifies
root cause solutions for Wal-Mart Stores and Walmart.com issues.
 Supports check debt recovery, customer retention, and Shopping Card
usage.
 Supports the identification of root cause solutions for store, Walmart.com
products, and customer issues.
August, 2013 to June, 2014 Hattiesburg, MS
Walmart Stores, Inc.
Support Manager:
 Directing compliance of associates with established company policies,
procedures and standards including, but not limited to: safekeeping of
company’s funds and property, personnel and grievance practices.
 Inspect premises of assigned areas within the store to ensure that adequate
security exists and that physical facilities comply with safety and
environmental codes and ordinances.
 Teaching associates how to complete tasks by demonstrating and explaining.
 Observing associates performance to ensure accuracy, efficiency, and time
management.
 Maneuvering around the facility to assess the overall presentation of
merchandise and appearance of the store while noting deficiencies for
corrective action.
 Executes merchandising display changes where required.
 Assist in providing direction and co-ordination of the overnight stocking and
maintenance teams.
 Carrying-out supervisory responsibilities in accordance with the company’s
policies.

4. Marcus D. Lee
“Strategic and Multi-Faceted Professional”
2000 North Garland Ave. #80 Fayetteville, AR 72703 (662)295-6624 leemarcusde@gmail.com
June, 2013 to August, 2013 Hattiesburg, MS
Walmart Stores, Inc.
Field Management Intern:
 Completed job shadow assignments in cross functional areas, including, but
not limited to: front-end operations, sales floor merchandising, human
resources, back room/ inventory control, accounting/ back offices.
 Engaged in facility projects in cross functional areas of the store’s retail
operations.
 Acknowledged solutions to gaps identified in store operations.
 Created plans to implement solution with quantifiable metrics.
 Implemented plans and monitored progression.
 Communicated plans status and updated to store management team.
 Implemented strategies and action plans to promote customer retention,
created opportunities for sales growth, and exceed sales targets.
 Presented project summary and success report to management team at
close of internship.
August, 2010 to May, 2013 Lorman, MS
Alcorn State University - Saturday Science Academy
Academic Advisor:
 Providing instructions to over 100 students in math and science.
 Planned and organized various educational, extracurricular, and social
activities for the students.
 Consistently contribute to weekly duties, various office assignments, i.e.
composing digital input of research students and volunteer’s statistics.
ACTIVITIES/LEADERSHIP SKILLS:
 Vice President , Phi Beta Sigma Fraternity Incorporated, Spring 2012 –
Spring 2013 (Alpha Zeta Chapter)
 Member, Youth Leadership Alliance, 2010- 2011
 Member, Student Senate, 2011
 Delegate, National Pan Hellenic Council 2011- Spring 2013
 Member, Student Support Service
 Member, VAP (Volunteerism Always Pays) Committee – Walmart associates
volunteer program, March 2015 - Present
 Volunteer to Clean-a-Highway – Alcorn State, MS & 2012-2013
 Volunteer to Join Campus Clean up – Alcorn State University & September
2012
 Volunteer to Tutor at surrounding area elementary schools- Port Gibson, MS
and Fayette, MS & 2011-2013
 Volunteer – United Blood Services “Regular blood donor”

5. Marcus D. Lee
“Strategic and Multi-Faceted Professional”
2000 North Garland Ave. #80 Fayetteville, AR 72703 (662)295-6624 leemarcusde@gmail.com
 Volunteer – American Red Cross –Hattiesburg, MS 2015
 Volunteer - Relay For Life event – Petal, MS May,2015
 Volunteer – Alzheimer awareness “Walk to end event” November, 2015
 Top Performer (Associate of the Month) – Hattiesburg, MS 2016
EDUCATION:
Alcorn State University Lorman, MS
Bachelor of Science in Business Administration
Date of graduation: May 2014
GPA: 3.0
 Overall = 3.0
 In Major = 3.68
American Public University Charles Town, WV
Master of Business Administration (MBA)
Anticipated date of graduation: August 2018