Charity A. Muskelly
Lauderhill,USA
Summary
Highly skilled professional focusing on Customer service, Credit Analysis, and Operations Management. I am a results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
17
17
years of professional experience
Work History
License Health Insurance Agent
GoVine Insurance
11.2024 - 01.2025
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Educated prospective clients on the benefits of various health insurance options, effectively matching them with suitable plans that met their unique needs.
- Assisted clients in understanding complex insurance policies, ensuring they made informed decisions when selecting coverage options.
- Increased client satisfaction by efficiently addressing their insurance needs and providing personalized solutions.
Sales Supervisor
Iqor
08.2024 - 10.2024
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Analyzed sales data to set quotas and assess potential areas of growth.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
Special Customer Credit specialist (Segment A)
American Express
11.2016 - Current
- Assist with credit concerns or enabling spend for American Express card members who spend/ want to spend at 30k or more monthly
- Assisted with collecting from high spend accounts to resolve credit concerns or to open additional spend
- Assisted with being a temporary coach as well as temporary lead in the help desk from May 2020 to September 2020
- Got promoted to a Supervisor in the Credit Escalations and Assist (CENA) February 2023
- I currently assist with real-time training, rep inquiries and assistance, and assist with escalation calls
Workforce Administrator
Great Health Works
03.2016 - 06.2024
- Answer workforce call out line to update Attendance tracker for operations
- Updated real time attendance notifications for operations team
- Updated agents’ schedules with exceptions for times (coaching, offline project, etc.) as needed
- Updated the dialer with the campaigns that we were targeting
- Run interval reports so operations can have an idea of how we are doing with managing call volume
- Host daily meetings with WFM team
- Communicated within departments of agent’s productions states
- Came up with systematic plans to increase efficiency
- Updated Utilizations numbers for managers meetings
- Assisted with issues that agents were having via the helpdesk system
- Skilled all in –house agents and work at home agents to their correct campaigns and proficiency levels
- Provided HR with FMLA hours
- Kept track of department’s shrinkage
- Kept track of any internal issues that may have impacted business
- Managed/ updated departments excel spreadsheets according to daily metrics
Assistant Call Center Manager- Sprint
Teleperformance
06.2014 - 03.2016
- Interacted with the client daily
- Oversaw the performance of a unit consisting of 7 Supervisors
- I met with them individually to go over a strategic approach on how to coach/educate our agents, targeting outliers first
- Assisting supervisors with identifying will vs
- Skill issues so they can know when to coach from when to address an issue using action plans so they can gauge an agent’s progression within a certain period
- Provided my Supervisors with my Best Practices from my 7 years’ experience of managing due to them being a new to a managerial role
- Met with them weekly to develop them
- Held two meetings daily (DSM and In-shift) so they can be aware of current business-related information
- Held one ATAC meeting weekly where Supervisors would share their best practices with each and what have they identified as being a root cause for an issue and what they have seen as being successful with correcting that behavior
- By the end of my role as an ACCM, 2 Supervisors were promoted to ACCMs, 1 Supervisor became the head of learning lab, and another is assisting with Human Resources with recruiting for the Sprint account
- I was given the bottom performing unit as well
- Had a weekly PowerPoint presentation with vendor to go over every manager’s in my units performance, identify trends, outliers, and action plans for improvement
Supervisor- AT&T Pro-active Churn Management
Teleperformance
08.2011 - 01.2014
- Managed a team of 15-20 agents
- Coach and developed agents to have a full understanding of metrics and what drives it, followed the 80/20 rule of using 80% of your day to do coaching and developing and the other 20% for administrative duties
- Assisted the Client with writing quality guidelines for the AT&T Churn account due to extensive product knowledge
- My passion was and has always been to see agents that were under my guidance grow within the company
- I always try to instill that you can go as far as you like with this company with hard work and determination because I am an example of it
Assistant Call Center Manager- AT&T WAHA
Teleperformance
05.2010 - 08.2011
- Assisted the account by hiring all support/managerial staff (Supervisors, SMEs, Trainers, and Training manager)
- Assisted with setting up all virtual training environments for our trainees that worked from home
- Assisted with payroll discrepancies for trainers, trainees, management staff, and agents
- Performed all TOPs processes with Supervisors to ensure they were developing and coaching their agents up to the standards of Teleperformance
Supervisor- AT&T Support
Teleperformance
07.2008 - 04.2010
- Managed a team of 15-23 agents
- I assisted agents with having full understanding of metrics and what behaviors drive them
- I also had to show agents sales positioning to assist them with meeting the $3000.00 quota weekly
Education
English/Pre- Law
University of Florida
Gainesville, FLSkills
- Telephone and email etiquette
- Effective communication
- Documentation review
- Underwriting
- Credit scoring
- Data analytics
- Best practices
- Banking regulations
- Creditworthiness determination
- Collateral risk
Awards
- Bright Futures Scholar, 05/31/01
- Employee of the Month, 12/01/08, Presented for performance on the AT&T account.
- Blue Diamond recipient, 03/01/13, Awarded to the top 5% of performers for the company per quarter.
- MVP of the Month, 09/01/19, Presented for being the Most Valuable Player for the Month of September for Segment A.
Timeline
License Health Insurance Agent
GoVine Insurance
11.2024 - 01.2025
Sales Supervisor
Iqor
08.2024 - 10.2024
Special Customer Credit specialist (Segment A)
American Express
11.2016 - Current
Workforce Administrator
Great Health Works
03.2016 - 06.2024
Assistant Call Center Manager- Sprint
Teleperformance
06.2014 - 03.2016
Supervisor- AT&T Pro-active Churn Management
Teleperformance
08.2011 - 01.2014
Assistant Call Center Manager- AT&T WAHA
Teleperformance
05.2010 - 08.2011
Supervisor- AT&T Support
Teleperformance
07.2008 - 04.2010
English/Pre- Law
University of Florida
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