Deadre LeeAnn Morkert
Clarksville,TN
Summary
Accomplished Customer Service Manager and Trainer at the State of Tennessee, Commerce & Insurance, with a track record of elevating customer satisfaction ratings to 96.82%. Leveraged expert organizational and mentoring skills to enhance team performance and efficiency. Excelled in audit support and call center operations, consistently surpassing sales quotas at Verizon Wireless.
Overview
16
16
years of professional experience
Work History
Customer Service Manager 1/Trainer
State of Tennessee, Commerce & Insurance
Nashville, TN
06.2019 - Current
- Conduct new hire training and any additional training specified by management, due to program updates and operational changes
- Complete performance interim and annual reviews for leads within the department
- Update relevant customer service information for internal and external resources to assist in providing correct and accurate information to state license holders
- Perform 56-60 weekly audits to evaluate agents and lead interaction with customers to ensure customer service excellence using my findings to coach and inform the team accordingly and expand self-service content
- Main point of contact for all coaching and disciplinary discussions related to agents and leads
- Assist with the organization of interviews and the hiring of staff needed to achieve and maintain 75% coverage
- Ensure leads are in the appropriate status throughout the day, monitoring call volume and peak hours to ensure proper phone coverage within the call center
- Maintained team average customer service satisfaction rating of 96.82% for the past 6 months
- Establishes and maintains effective relationships with customers and gains their trust and respect
- Responds to customer feedback, criticisms, and complaints and takes appropriate action
Solutions Specialist (Retail Sales)
Verizon Wireless
Clarksville, TN
09.2014 - 06.2019
- Achieved or exceeded sales quota within the top 20% of 1600 employees at the district level by utilizing marketing tools to close sales with prospective clients while demonstrating a solid customer focus
- Responsible for a creative design for a prominent increase in customer satisfaction results from 46% to 80%
- Analyzed departmental documents for customer evaluation and made recommendations for appropriate products and services to drive and close profitable transactions
- Provided inputs, solutions, and ideas to management about developing sales plans and training to increase product knowledge
- Managing and prioritizing sales leads which developed new accounts and provided growth to the business
- Developed and maintained good relationships with clients
- Understand consumer and business client needs and resolve their problems
Customer Service Advocate (Customer Service Call Center)
Verizon Wireless
Murfreesboro, TN
11.2008 - 09.2014
- Efficient in answering incoming phone calls from customers regarding their bill, phone & network service
- Provided technical support and device resolution for phone issues
- Answered inquiries about current price plan information and options to update to new equipment
- Clarifying desired information requested from customers through research and locating correct information
- Excellent in identifying additional services by recognizing opportunities to up-sell accounts and explaining new features
- Efficient in navigating through different systems and multiple databases at one time
- Assisted with completing number transfer requests through local number portability for activation to Verizon
Education
BS - Criminal Justice
University of Phoenix
01.2011
High School Diploma -
Fayetteville, NC01.2001
Skills
- Proven customer resolution skills
- BS, Criminal Justice
- Consistent contribution to team effort and personal results
- Excellent organizational and time management skills
- Training and mentoring
- Complaint resolution
- Effective workflow management
- Work prioritization
- Call center operations
- Audit support
- Deadline oriented
- Call center management
- New hire training
- Management of remote employees
- Report preparation
References
April Grisham, 615-818-4813, Chikita Wimberly, 931-278-4367, Ryan Lewis, 843-812-5160, Richard Pardue, 931-216-3504
Professional Development
- Verizon Programs, Director’s Circle 2012 and 2013, Successful completion of Transition Assistant for new hire training support 02/01/12, Completed Effective Communication College course at Dale Carnegie in 03/01/13
- State of TN Programs, The Tennessee Department of Commerce & Insurance Commissioner’s Development Academy 12/01/21
Timeline
Customer Service Manager 1/Trainer
State of Tennessee, Commerce & Insurance
06.2019 - Current
Solutions Specialist (Retail Sales)
Verizon Wireless
09.2014 - 06.2019
Customer Service Advocate (Customer Service Call Center)
Verizon Wireless
11.2008 - 09.2014
BS - Criminal Justice
University of Phoenix
High School Diploma -
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