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Resume Info

Employment Info
Estate Caretaker
Community Manager
Ast Property Mgr
Massage Therapist
Account Manager
Sales Executive
Client Services
Design Engineer
Gartner Group
Red Lion Hotels
Special Orders
Retail Ast Manager

6995 Port Rowan Dr. San Jose, CA 95119 

Marcus Ball. CMT
Phone: (408) 896-5555


Clinical Massage Therapy

Massage Therapy

Being a Male Therapist


Many occupational hazards of adult life will be greatly alleviated by massage:

  • aching back and shoulder after a long office stint
  • exhaustion or overstrained muscles from physical labor or excessive exercise
  • circulatory problems from too little exercise by sedentary workers.

Customer Management Tip

Customer Centricity

Creating Customer Loyalty

End user Training

Coaching Staff

Creating Value


Objective: I am looking to return to an inbound account manager style sales, support, or client care position.

Important Points: My experience is centered around the many different aspects of customer care including working in, managing and designing high volume telephone customer service/call centers, managing accounts, successfully running my own business, residential property management, and nearly 10 years in various capacities at a 5 star business hotel. I enjoy inbound environments: taking calls, repetitive tasks, evaluating solutions, and the immediate gratification of resolving issues.  I am a very creative problem solver, confident in taking on new tasks, and comfortable working both "on the front line" or "in the back office".

Contact Center Experience

Hands on experience in designing, developing, maintaining layouts, facilities, infrastructure of multi-level technical/customer support help desks & call centers.

ASP Contact Center Design and Development

§    Re-engineered the existing support services infrastructure, created service levels and then provided those levels of support to an existing 17M+ active user base.    -Commtouch Software

§    Deployed US 24-hour 16 language international ISP telephone, email, monitoring support service center in conjunction with Israeli counterpart.  –Comtouch Software

§    Designed facilities, telecom, written training material and internal processes for a support center of 20 to 50 agents answering phone and email inquiries supporting email solutions for Microsoft’s bCentral small business enterprise.  –Comtouch Software

§    Supervised a high volume inbound internet and telephone Call Center environment, primarily providing client services to the Western U.S. and Asia-Pacific Regions. –Gartner Group/DataQuest Inc

Service and Support Experience

§    Managed overall operation, evolved policies and procedures, pricing, increases, and upgrades for a 143 unit residential property - Heritage Village Apartments

§    Provided consulting services in Hands on situations developing the clients infrastructure, internet presence and customer care environments. Heritage Village Realty Management; Paradigm Home Loans; Priority One Funding

§    Provided sales and telecom hardware consulting to general and corporate call center accounts consistently maintaining the highest departmental dollar per call sales average. –Hello Direct Inc

§    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, Victoria’s Secret and Citibank.  –NewChannel Inc

§    Supported 300+ local Windows95, Windows98, Outlook98, Office98 users and provided telephone support for 12 additional regional offices. –Garner Group/DataQuest Inc

§    Managed service levels, billing, contracts, and all other Act Mgmt functions for companies including Visa, Citibank, Stanford and the County of Santa Clara. Providing 4-48 Hr turnaround of confidential or financial data to Microfiche, High Speed Print, CD, and Data storage.  -First Image Management Company

§    Supervised various hospitality environments: 5star Hotel Dinning Room, Night Club Floor, Convenience Store Graveyard Shift, Slot & Casino Gaming. -Red Lion Hotels; Winners Corner, Inc


Accomplishments and Achievements

·Professional Member - Associated Bodyworkers & Massage Professionals. (ID#: 822900) Insured with $9,000,000 annually coverage

·Xerox; “Leadership through Quality” Certification and training.

·Interpersonal Technology Group, “A.C.T.I.O.N. Management Training” Certification.

·Dunn and Bradstreet; “Excellence in Client Service” Award

·Microcenter Institute, “Microsoft Windows Service and Support Strategies” Certification.

·Compumaster Institute, “PC installation and upgrade”; “Advanced PC hardware maintenance & support” Certification.

·Gartner Bronze Award, ”Call Center Intranet and Database development”.

·SC MertoED, “Property Management” Certification.

·California Apartment Manager Association, “CCRM Certification." (California Certified Residential Manager


Comprehensive Summary of Experience

2010 - Present Estate Keeper, Chateau Mijoba Estate and Vineyard.
San Jose, CA

Supervise all caretaking aspects of a private estate including a large private residence. Responsible for the maintenance of the property, cooking, events and the smooth running of an estate and assisting in the production of the estates five private label wine varieties.


2007 – 2010  Community Manager  – Park Plaza Apartment Homes.
Mountain View, CA

Managed overall operation of property. Collected Rents, determined unit pricing, verified all property invoices, bank deposits and payments, served all necessary legal notices, settled disputes between tenants, leased available units, screened potential tenants, credit and other references.  Prepared and tracked all advertising determined and supervised capital improvements. Supervised property maintenance and all repairs, monitored buildings and landscaping.



2005 – Present  Assistant Manager, Leasing Agent – Heritage Village Apartments. Campbell, CA

Co-Managed overall operation, Developed Marketing, Web Site, and Resident Documentation. Evaluated Policies and Procedures, Unit Pricing and Increases, Unit Upgrades for a 143 unit residential property.


2002 – 2006  Clinical Massage Therapist - Bay Area Massage Network. Saratoga, Hollister, CA

Owner; two private practice clinical therapy offices providing targeted Trigger Point and Myo-Fascial therapies. -    BayAreaMassage.Net  BabeClinic.com  SJMassage.com

2004 – 2005 Account Manager / Recruiter - Online Technical Services. Campbell, CA

Managed the complete recruiting lifecycle of both candidate and job procurement.  -  OnlineTechnical.com

2004 – 2004  Graveyard Shift Supervisor/Cashier – Winners Corner. Sparks, NV

Supervised all aspect of the graveyard shift including casino, slot gaming, gas pumps, and retail sales.  www.WinnersCorner.net www.WinnersGaming.com

2004 – 2004  Independent Consultant - Paradigm Home Loans/ Priority One Funding

  • Prospected debt consolidation and home equity loan candidates.

  • Determined call center systems, infrastructure and IP backbone needs.

2001 – 2002 Inbound Sales Executive - Hello Direct, Inc. San Jose, CA

Provided Sales and Telecom Hardware consulting to SOHO and corporate call center accounts.


2000 – 2001 ASP Client Services Engineer  -  NewChannel Inc.
Redwood City, CA

Developed Alpha and Beta versions of Liveperson.com base applications.

 NewChannel.com  now LivePerson, Inc.

1999 – 2000 Senior Support Design Engineer  -  Commtouch Software, Inc.,
Mountain View, CA

  • Senior Technical Support Development Engineer- Technical & Customer Support Services

  • Project Lead (USA) Service Provider Solutions - Technical & Customer Support Services

  • Customer Support Strategies Specialist - Microsoft bMessaging Senior Design Team


1996 – 1999 Call Center Services Specialist -  Gartner Group/Dataquest Inc., San Jose, CA

  • Team Lead (Western U.S. & Asia Pacific Regions) - Client Communications Center

  • Desktop Systems & Technical Support Specialist - IS&T

 www.Gartner.com   www.Dataquest.com

1994 – 1996 Customer Support Representative - First Image Management Company, Sunnyvale,CA
Managed all account billing & 4-48 Hr turnaround on Microfiche, High Speed Print, CD, and Data storage


1988 – 1997 Multiple Positions  -  Red Lion Hotels & Inns, San Jose, CA

  • Maxis’ Dining Room  -  Bus person, Server, Captain, Host, Reservations Manager

  • Room Service -  Server, Cashier

  • Club Max  -   Night Club Door Supervisor


 Summary of Primary Education

2002 – 2003 - Trinity College, San Jose, CA
190 Hrs Clinical Intern/540 Hrs Instruction - Eastern & Western Massage Modalities
1994 -1996 -  Chelsea University, Chelsea, UK
Master of Science, Traditional Chinese Medicine
1991 – 1993 - San Jose State University, San Jose, CA
Business Finance Major with a Minor in Economics
1988 – 1991-  West Valley College, Saratoga, CA
Associate in Arts Degree, Level 1 Certification in Management

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