Applause NYC

Marc began his Call Center career during the late 80’s working in one of the most competitive fields of that time: Telecommunications. The divestiture of AT&T had recently been finalized and a fairly new company called MCI was aggressively recruiting as well as taking a large share of the market place. Based out of the World Headquarters in Rye Brook, New York, Marc worked his way up through the ranks and quickly found himself a part of the management team. Given the accelerated growth rate of the company, there was an immediate need to address the recruiting and training process. Marc was tasked with this assignment and authored the department’s first training manual and introduced a new 6 week initial training program. As the company continued to grow, Marc became part of a core team responsible for developing and delivering product training for the Consumer and Business segments. As technology advanced in the late 80’s, Marc was asked to utilize his technical background and assist with the phase out of the company’s legacy system and the implementation of a new, networked system.

Marc took advantage of the technology boom in the 90’s and began his own company called Applause NYC. Working as a private contractor, he developed web sites, web applications, and data management solutions for small business owners. He secured a lucrative contract with Communications Engineering, Inc. to maintain and upgrade a large scale web application using Cold Fusion and Microsoft SQL, as well as maintaining their corporate web site.

During the late 90’s, Marc accepted a management position from The Shubert Organization, one of the oldest and most respected theatrical management companies in the country. The business unit was called Telecharge.com, a multi-site call center averaging over 3 million customer touches per year.

Towards the end of the decade, Marc was approached by Broadview Networks and offered the position of Director-Customer Operations. Back in his true element, Marc quickly began developing a strong customer service team as well as developing the strategy for their call center modernization.

Prior to joining Digitas in April of 2007, Marc spent four years working for Thomson Prometric as a District Manager. Responsibilities included managing several computer-based testing facilities, developing existing business with partners, and developing and delivering client-specific training. Having such a diverse technical background, Marc was asked to lead the Northeast management efforts to integrate a new business acquisition’s network into the existing network. Upon successful completion of this project, the company was able to secure state-based and government testing contracts across the country.

Throughout his career, Marc has developed outstanding leadership capabilities that promote the highest levels of customer and client satisfaction. He has implemented business-critical training initiatives and has a proven record of accomplishment for problem solving. Marc has the ability to research and define solutions to facilitate the implementation of lasting change throughout an organization. Marc holds a Bachelor’s of Science Degree in Computer Information Systems from Mercy College.


History
Marc began his Call Center career during the late 80’s working in one of the most competitive fields of that time: Telecommunications. The divestiture of AT&T had recently been finalized and a fairly new company called MCI was aggressively recruiting as well as taking a large share of the market place. Based out of the World Headquarters in Rye Brook, New York, Marc worked his way up through the ranks and quickly found himself a part of the management team. Given the accelerated growth rate of the company, there was an immediate need to address the recruiting and training process. Marc was tasked with this assignment and authored the department’s first training manual and introduced a new 6 week initial training program. As the company continued to grow, Marc became part of a core team responsible for developing and delivering product training for the Consumer and Business segments. As technology advanced in the late 80’s, Marc was asked to utilize his technical background and assist with the phase out of the company’s legacy system and the implementation of a new, networked system. Marc took advantage of the technology boom in the 90’s and began his own company called Applause NYC. Working as a private contractor, he developed web sites, web applications, and data management solutions for small business owners. He secured a lucrative contract with Communications Engineering, Inc. to maintain and upgrade a large scale web application using Cold Fusion and Microsoft SQL, as well as maintaining their corporate web site. During the late 90’s, Marc accepted a management position from The Shubert Organization, one of the oldest and most respected theatrical management companies in the country. The business unit was called Telecharge.com, a multi-site call center averaging over 3 million customer touches per year. Towards the end of the decade, Marc was approached by Broadview Networks and offered the position of Director-Customer Operations. Back in his true element, Marc quickly began developing a strong customer service team as well as developing the strategy for their call center modernization. Prior to joining Digitas in April of 2007, Marc spent four years working for Thomson Prometric as a District Manager. Responsibilities included managing several computer-based testing facilities, developing existing business with partners, and developing and delivering client-specific training. Having such a diverse technical background, Marc was asked to lead the Northeast management efforts to integrate a new business acquisition’s network into the existing network. Upon successful completion of this project, the company was able to secure state-based and government testing contracts across the country. Throughout his career, Marc has developed outstanding leadership capabilities that promote the highest levels of customer and client satisfaction. He has implemented business-critical training initiatives and has a proven record of accomplishment for problem solving. Marc has the ability to research and define solutions to facilitate the implementation of lasting change throughout an organization. Marc holds a Bachelor’s of Science Degree in Computer Information Systems from Mercy College.