Jalaacya Marshall
Atlanta,GA
Summary
Professional with significant expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.
Overview
9
9
years of professional experience
Work History
Supervisor Customer Operations
Delta Dental
12.2020 - Current
- Supervises staff of 15 - 20 direct reports including, team leads / coordinators, determining staffing needs, adhering to PHI as well as HIPAA guidelines, setting goals, interviewing, selecting, coaching, and evaluating the performance of all direct reports.
- Ensures Quality monitors are completed for team feedback/development to be aligned with current guidelines.
- Ensuring leader direct report(s) are meeting standards and goals by conducting one on ones and having individual development plans
- Resolves escalated/sensitive professional services issues
- Collaborating with departments and the contact center to build relationships both within the organization and with cross-functional partners.
- Perform evaluations and analyze client satisfaction metrics via surveys to identify opportunities for improvement
- Ensuring production requirements are met per contractual service agreements.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
- Increased customer retention rates by implementing customer feedback into actionable improvements.
Supervisor Quality Assurance & Correspondence
InComm
08.2018 - 12.2020
- Supervised, mentored, and managed a quality and correspondence team while ensuring customer interactions are evaluated in a timely manner
- Research escalated card services complaints, payments & claims to provide the correct resolution within a timely manner
- Built and maintained relationships to ensure alignment within the company and partners such as Amex and Target
- Assist in driving and developing the Quality Assurance program for implementing and testing new product releases
- Conducts training for team members, clients and leadership
- Maintains performance by developing strategies to improve the overall customer experience
- Gather insights using CSAT, KPI, providing updates to the operations team to analyze data to improve processes, customer experience and metrics
- Oversee email and phone responses to customer requests and tickets with a turn around time of 24-48 hours
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
Supervisor Technical Support
First Data
06.2017 - 08.2018
- Ensures all agents adhere to schedules and metrics to meet SLA (Service Level Agreement) requirements
- Supervise 20 to25 agents and team leads in a high-volume contact center
- Executes pulling reports, creating spreadsheets, documents, and coordinating team activities
- Ensuring leader direct report(s) are meeting standards and goals by conducting one on ones and having individual development plans
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Increased customer retention rates by implementing customer feedback into actionable improvements.
- Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
- Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
Outbound Training Team Lead
First Data
05.2016 - 06.2017
- SME for outbound agents setting training appointments/conducting training for POS
- Ensure all merchant accounts are set up properly on the back and front end with the correct entitlements, and business/banking information
- Constructed documents for outbound agents to improve Quality for outbound calls to merchants
- Managed an average of approximately 100 outbound calls per day to clients.
Technical Support Specialist
First Data
10.2015 - 05.2016
- Train new agents and serve as SME during on-the-job training for new hires.
- Handle merchant services inquiries, fraud detection, payments and investigation.
- Perform assignments by reaching out to merchants whose cases have been escalated to upper management.
- Exceeded statistical metrics regarding ticket and call quality, first call resolution, schedule adhere, & call handle time.
- Facilitated root cause analysis, identified and investigated known errors
- Resolved 60 - 90 technical support inquiries per day.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
Education
Associates -
Atlanta Technical College
Atlanta, GA05.2017
High School Diploma -
Douglas County High School
Douglasville, GA05.2009
Skills
- Quality Assurance
- Technical Support
- Leadership
- Fin Tech
- Escalation Handling
- Rapid Ticket Response
- Zendesk
- Salesforce
- Tableau
- Financial Services
- Payments
- SaaS
- CSAT
- VOC
- KPIs
- Jira
Timeline
Supervisor Customer Operations
Delta Dental
12.2020 - Current
Supervisor Quality Assurance & Correspondence
InComm
08.2018 - 12.2020
Supervisor Technical Support
First Data
06.2017 - 08.2018
Outbound Training Team Lead
First Data
05.2016 - 06.2017
Technical Support Specialist
First Data
10.2015 - 05.2016
Associates -
Atlanta Technical College
High School Diploma -
Douglas County High School
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