Charquetta Green
Houston,TX
Summary
Strategic contact center leader with 15+ years of experience supporting high-volume environments across healthcare, telecom, and SaaS sectors. Proven success in optimizing workflows, managing SLA-driven operations, and coaching high-performing teams to exceed service delivery goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Help Desk Manager
Sparksoft Corporation (Center for Medicare/Medicaid Services Contract ACA)
01.2025 - Current
- Oversee SLA adherence, ensuring 100% compliance with contractual service agreements and response times.
- Revamped KBAs and optimized team workflows, elevating efficiency by 25% and SLA compliance.
- Execute interviews and hiring processes, successfully onboarding and training new agents to exceed performance expectations.
- ServiceNow, Tableau, CXOne
Help Desk Manager
Quality Technology (Center for Medicare/Medicaid Services Contract NSA)
12.2022 - 01.2023
- Supervised contact center performance, maintaining a 97% customer satisfaction score through ongoing coaching and performance monitoring.
- Conducted real-time call quality assessments, providing feedback that enhanced center efficiency by 20%.
- Reduced ACW time by 30%, enabling the team to handle higher ticket volumes with greater speed.
- Delivered de-escalation training, reducing complaint resolution time by 30% and improving customer retention.
- Collaborated with cross-functional teams to enhance customer service policies, leading to a 10% increase in efficiency.
- Managed contact center scheduling, ensuring adequate coverage and optimizing workforce efficiency.
- SalesForce, Tableau, CXOne
Customer Success Manager
Activate Care
06.2021 - 06.2022
- Directed client success and support across the Activate Care Hub platform, with a focus on onboarding, adoption, and retention.
- Identified friction points in platform usage and coordinated with Product teams to deploy usability enhancements.
- Implemented coaching and escalation strategies that increased client satisfaction by 20% and reduced resolution times.
- Orchestrated end-user training and technical support on hardware, software, and network issues.
- Jira, HelpScout, Five9, Slack
Lead Escalation Specialist
AT&T
01.2020 - 06.2021
- Resolved complex escalations, maintaining a 96% customer satisfaction rating.
- Improved agent response times by 20% through targeted training and resource alignment.
- Acted as an escalation point for high-priority customer concerns, resolving 85% of cases within 24 hours.
- Salesforce, Avaya
Scheduling Supervisor
GA Eye Partners
10.2018 - 04.2019
- Boosted customer satisfaction by 29% through optimization of scheduling tools and QA processes.
- Decreased appointment conflicts by 25% through capacity planning and cross-team communication.
- Elevated employee engagement by 12% via structured feedback loops and recognition efforts.
- Enacted and maintained an updated knowledge base, reducing average handling time by 10%.
- NextGen, Epic, Genesys
Call Center Team Lead / Tier 1 Tech Support Lead / Team Manager
NewTech Virtual Solutions
03.2010 - 10.2018
Ecommerce Team Lead
National Vision Center
05.2017 - 05.2018
- Guided multiple high-performing teams across contact center and e-commerce environments, maintaining a 95% customer satisfaction rate through structured coaching, training, and performance management.
- Developed and implemented workflow and process improvements—including de-escalation strategies, knowledge base updates, and CRM optimization—resulting in a 25% reduction in resolution time and 15% fewer customer escalations.
- Managed full-cycle recruitment, onboarding, and training programs that accelerated ramp-up time and ensured compliance with consistently exceeded KPIs and SLA targets.
- Streamlined scheduling and resource allocation using real-time performance metrics, ensuring 100% SLA compliance and optimized team coverage in high-volume environments.
- Facilitated weekly coaching sessions and monthly performance reviews, increasing agent productivity by 22% and reducing employee turnover by 12% through continuous development and engagement initiatives.
- Aligned with cross-functional leadership to align service operations with business requirements, leading to higher customer retention, policy enhancements, and scalable team growth.
- Produced actionable performance reports and insights, leveraging data analysis to refine support strategies, reduce customer interaction time by 10%, and enhance internal communication and workflow execution.
- Jira, SalesForce
Education
Bachelor of Science - Information Technology
Western Governors University
07.2026
Skills
- Technical Skills
- CRM Tools
- Workflow Automation
- Data Analysis
- SLA Monitoring
- Leadership & Operations
- Performance Coaching
- Team Development
- Escalation Management
- Quality Assurance
- Process Optimization
- Communication & Strategy
- Conflict Resolution
- Customer Retention
- KPI Tracking
- Cross-Functional Collaboration
- Knowledge Base Management
- Core Competencies
- SLA Management
- Workforce Optimization
- Coaching & Development
- Escalation Resolution
- Contact Center Platforms
- Customer Satisfaction
- CRM Systems
- Ticketing Platforms
Certification
- IT Support Certification - Google
- ITIL v4 Foundations Certification (Active)
- P&C License – 15 states (Active)
Timeline
Help Desk Manager
Sparksoft Corporation (Center for Medicare/Medicaid Services Contract ACA)
01.2025 - Current
Help Desk Manager
Quality Technology (Center for Medicare/Medicaid Services Contract NSA)
12.2022 - 01.2023
Customer Success Manager
Activate Care
06.2021 - 06.2022
Lead Escalation Specialist
AT&T
01.2020 - 06.2021
Scheduling Supervisor
GA Eye Partners
10.2018 - 04.2019
Ecommerce Team Lead
National Vision Center
05.2017 - 05.2018
Call Center Team Lead / Tier 1 Tech Support Lead / Team Manager
NewTech Virtual Solutions
03.2010 - 10.2018
Bachelor of Science - Information Technology
Western Governors University
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