Summary
Overview
Work History
Education
Timeline
Generic

Denise Ragland

Madison,TN

Summary

Driven professional with specializing in leadership and customer service experience.

SUMMARY OF QUALICATIONS:

Eleven plus years of call center experience, which includes team management, legendary customer service, refined soft skill and administrative skills.

Very accustomed to remaining calm, while applying critical thinking skills for problem resolution. Demonstrates a sense of urgency when appropriate. Team player, dedicated to coaching, developmental opportunities and team excellence.

Proficient in utilizing Microsoft Office Products such as Word, Excel, Outlook, Salesforce, Host A, Host Admin, XCMH, Iconnect Data and Power Point to record, track and summarize team performance; including annual reviews, weekly coaching and additional projects.

Overview

16
16
years of professional experience

Work History

Virtual Card Support Services Team Lead

Fleetcor
11.2021 - Current
  • Running reports that detail agent activity and productivity.
  • Individual and team coaching upon areas of need and encouraging growth.
  • Delegating learning materials to increase product knowledge.
  • Supporting vendors/clients to resolve virtual card issues.
  • Working closely with Management to ensure guidelines are being met and/or improvements are made.
  • Working with departments for resolution to issues that not only involve Virtual Card Support Services.
  • Creating forms/templates to assist with daily tasks.

Virtual Card Support Payment Specialist

Comdata
11.2019 - 11.2021
  • Proactively managing daily queues of open payments and related Salesforce cases to ensure resolution within established timeframe.
  • Resolving vendor support inquires with established timeframe.
  • Researching the root cause on recurring issues encountered when contacting vendors.
  • Additional responsibilities as assigned

Strategic Caller

Comdata
04.2019 - 11.2019
  • Contacted and enrolled companies providing them with payment methods designed to be more effective than what is currently used.
  • Introduced companies to products that would allow them to have capability to process credit card payments.

Team Supervisor

Legal Intake Professionals/Stericycle
07.2015 - 03.2019
  • Developed, recommended and implemented measures to improve productivity, performance, quality and career path for staff members.
  • Interacted with cross-functional support groups to manage day-to-day operations and identified and resolved operational problems using defined processes, expertise and judgment.
  • Communicated policy updates and company information through team meetings, huddles and one-on-one development sessions.
  • Maintained awareness of basic HR laws and regulations and kept up-to-date with company policies.

Expert Specialist

Legal Intake Professionals
03.2014 - 07.2015
  • Handled communications (primarily calls, emails) from various callers with differing levels of expertise regarding legal intake for personal injury attorneys.
  • Maintaining a professional demeanor, while taking ownership and striving for first call resolution.
  • Intermediate experience using-Microsoft Office Word, Excel, Powerpoint and Outlook, Internet Explorer, LIPNET, Salesforce and Interactive Intelligence.


Intake Specialist

Legal Intake Professional
08.2006 - 03.2014
  • Handled inbound and outbound call types
  • Gathered records and processed legal intake information for a variety of personal injury attorneys nationwide.

Education

Business Administration And Management

Chattanooga State Community College (No Degree)
Chattanooga, TN

Timeline

Virtual Card Support Services Team Lead

Fleetcor
11.2021 - Current

Virtual Card Support Payment Specialist

Comdata
11.2019 - 11.2021

Strategic Caller

Comdata
04.2019 - 11.2019

Team Supervisor

Legal Intake Professionals/Stericycle
07.2015 - 03.2019

Expert Specialist

Legal Intake Professionals
03.2014 - 07.2015

Intake Specialist

Legal Intake Professional
08.2006 - 03.2014

Business Administration And Management

Chattanooga State Community College (No Degree)

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Denise Ragland