Calysta Marchant
Manager
Knoxville,TN
Summary
Talented, organized and motivated individual committed to individual, team, and company growth. Together we grow, alone we fail. Highly skilled in both maneuvering around in KBs and assisting others to learn to locate answers. Finding an answer is easy, sharing that answer is the key. HELPdesk is the place that can make or break an agents experience at LSI. It would be my deepest pleasure to be part of the team creating the support structure along with the rest of the admin staff for success. My experience in not just manning a help desk at my previous employer but building one from the ground up, will be a great aid in doing so. I am a dependable team player who is self-motivated and directed. I cannot wait to be given the opportunity to shine for LSI!
Overview
10
10
years of professional experience
Work History
Financial Services Representative
LSI
Knoxville, TN
08.2021 - Current
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Responded to customer questions and concerns or escalated to supervisor for resolution.
- Boosted financial service sales by using cross-selling techniques.
Originations Coordinator
Avant
Knoxville, TN
05.2019 - 08.2021
- Coached employees through day-to-day work and complex problems.
- Entered data, generated reports and produced tracking documents.
- Oversaw technical, operational, clerical and customer service support activities.
- Led comprehensive staff member training covering key topics.
- Developed revisions for systems and procedures by evaluating operational practices and identifying improvement opportunities.
- Aided colleagues, managers and customers through regular communication and assistance.
- Drove workflow improvements by streamlining processes.
- Gathered and organized materials to support operations.
- Devised and implemented improvements to reporting procedures.
- Assisted two managers with 15 employees, overseeing training, and professional growth of employees
Customer Service Specialist
Sitel
Knoxville, TN
04.2018 - 04.2019
- Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Attorney
Self
Sevierville, TN
07.2010 - 02.2017
- Filed timely case pleadings to meet firm deadlines.
- Developed strategies to resolve cases in client's best interest.
- Advocated for clients before court in oral argument by presenting facts and evidence in most favorable light.
- Tracked and researched developing precedent and legislation in Family and Criminal law to maintain expertise and best advise and advocate for clients.
- Handled over 15 cases at one time, preparing witnesses, pleadings, filings, and all other aspects of each case.
Education
J.D. - Law
Ave Maria School of Law
Naples, FL05-2009
Bachelor of Science - Criminal Justice Administration
University of Phoenix
Tempe, AZ05-2006
Skills
- Consulting
- Administrative oversight
- Document management
- File and data retrieval systems
- Scheduling and calendar management
- Operations management
- Project Management
- Strategic planning
- Staff Management
- Workplace training
- Account documentation
Accomplishments
- Collaborated with team of 7 in the development of Ask Your Expert helpdesk.
- Documented and resolved tenured staff errors which led to the product meeting service level agreements.
Timeline
Financial Services Representative
LSI
08.2021 - Current
Originations Coordinator
Avant
05.2019 - 08.2021
Customer Service Specialist
Sitel
04.2018 - 04.2019
Attorney
Self
07.2010 - 02.2017
J.D. - Law
Ave Maria School of Law
Bachelor of Science - Criminal Justice Administration
University of Phoenix
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