Marcel Firmont

Marcel Firmont is a seasoned professional with extensive experience in speech analysis and quality assurance, currently serving as a Senior CallMiner Speech Analyst at Credit Acceptance since March 2023. Marcel utilizes advanced statistics and machine learning techniques to analyze complex datasets, focusing on enhancing customer experiences and operational efficiency. Previously, Marcel held multiple roles at eBay from August 2011 to March 2023, including Quality Assurance Lead and Voice of the Customer Analyst, where responsibilities included conducting root cause analyses, developing performance dashboards, and driving product innovations to reduce customer contact rates. Marcel's educational background includes an Honors Bachelor's of Science in Economics from the University of Utah and a solid foundation in general studies and foreign language correspondence from various institutions.