Jovian Marshall

Enhanced team performance with consistent coaching, feedback, and development opportunities.
Managed escalated calls, resolving complex issues and maintaining high levels of client satisfaction.
Collaborated with upper management to implement continuous improvements and exceed team goals.
Collaborated with cross-functional teams to optimize the delivery of services in accordance with established SLAs.

Handled inbound and outbound calls.

Filled prescription for specialty medications.

Communicated with MDs and Nurses.

Helped customers with their pharmacy benefits.

Resolved customer complaints about shipment and handled escalation calls.

Sold direct tv packages.

Increased customer satisfaction by efficiently handling inbound and outbound sales calls.

Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in a fast-paced environment.

Conducted regular evaluations of agent interactions, ensuring consistency in delivering exceptional service.

Served as a subject matter expert on call center quality assurance, providing guidance and expertise to colleagues and management as needed.