Reading
Marcell Battle
Brooklyn,NY
Summary
Results-driven professional with over 20 years of experience in management and customer service, delivering exceptional phone and in-person support in fast-paced environments. Proficient in Microsoft Office 365, Adobe Creative Cloud, ACS DIRAD, and ACS ACCIS databases, leveraging technical skills to streamline processes and enhance operational efficiency. Excels in both independent and collaborative settings, consistently driving customer satisfaction and team success through strategic problem-solving and innovative solutions.
Experienced Supervisor leads team members to complete jobs on-time. Assigns tasks, trains employees, and implements company procedures. Excellent communication and listening skills. Provides leadership and vision, driving teams to meet goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Assistant Supervisor
YMS/ACS
11.2023 - Current
- Led a team of over a dozen or more customer service representatives, providing real-time coaching and support to address complex inquiries and enhance call-handling effectiveness, fostering a high-performing team environment.
- Managed escalated customer interactions, resolving challenging issues with advanced expertise, ensuring customer satisfaction, and maintaining a 95%+ resolution rate on complex cases.
- Monitored team performance and adherence to schedules, optimizing productivity by ensuring minimal downtime and implementing process improvements to streamline operations.
- Collaborated with the Supervisor to drive team success, contributing to training initiatives and procedural enhancements that improved service quality and operational efficiency.
Service/Phone Support
YMS/ACS
06.2018 - 11.2023
- Mastered payment processing systems and timelines, expertly guiding providers and clients through debit card and direct deposit options, ensuring accurate setup and clear communication of eligibility and timelines to enhance customer satisfaction.
- Proficiently utilized the DIRAD phone system to manage high-volume inquiries from programs and providers, delivering prompt and accurate responses to diverse requests, improving service efficiency and client trust.
- Designed and implemented Excel-based tracking systems, enabling collaborative team workflows for managing requests (e.g., 1099 forms) and monitoring fulfillment status, reducing errors and increasing operational transparency.
- Developed detailed call and conversation logs in Excel, creating an organized system for recalling critical provider and program interactions, streamlining follow-ups and ensuring continuity in customer service delivery.
Office Manager/Administrator
Amararti Designs
01.2011 - 09.2017
- Efficiently managed diverse office and reception responsibilities, including answering calls, drafting memos, creating documents, and scheduling appointments, while proactively addressing customer needs to enhance satisfaction and streamline operations.
Education
MBA - Accounting
Touro University
N.Y., N.Y.05.2025
Bachelor of Science - Business & Accounting
Touro College
New York, NY09-2016
Skills
- Developed advanced data visualizations using charting, pivot tables, and pivot reporting to deliver actionable insights, improving decision-making and operational reporting efficiency
- Mastered complex functions and formulas, including lookup functions, conditional formatting, and Power Query, to automate workflows and enhance data accuracy for team and client use
- Designed dynamic spreadsheets, integrating pivot tables and conditional formatting to monitor performance metrics and support collaborative team efforts, ensuring seamless data management
- Training and mentoring
- Employee performance management
- Employee motivation and discipline
- Issue resolution
Certification
- Microsoft Excel 2013 Certification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Section name
U.S. Air Force Veteran, 1992-1995
Interests
Walking
Running
Health & Wellness
Spirituality
Psychology
Relationships
Microsoft Office
Microsoft Excel 365
Work Preference
Work Type
Full TimeContract WorkWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceCompany CultureHealthcare benefits4-day work weekPersonal development programsPaid time off401k matchStock Options / Equity / Profit SharingTeam Building / Company RetreatsTimeline
Assistant Supervisor
YMS/ACS
11.2023 - Current
Service/Phone Support
YMS/ACS
06.2018 - 11.2023
Office Manager/Administrator
Amararti Designs
01.2011 - 09.2017
MBA - Accounting
Touro University
Bachelor of Science - Business & Accounting
Touro College
Similar Profiles
Danny GoodbodyDanny Goodbody
Customer Service Representative (ACS Consultant) at YMS Management AssociatesCustomer Service Representative (ACS Consultant) at YMS Management Associates
Hayden T PrattHayden T Pratt
Travel Soccer Coach and Trainer at YMSTravel Soccer Coach and Trainer at YMS
Danny GoodbodyDanny Goodbody
Customer Service Representative (ACS Consultant) at YMS Management AssociatesCustomer Service Representative (ACS Consultant) at YMS Management Associates
Jeremy AponteJeremy Aponte
Sales Advisor at FerragamoSales Advisor at Ferragamo
Alexis VanceAlexis Vance
BCBA Supervisor at Comprehensive Behavior SupportsBCBA Supervisor at Comprehensive Behavior Supports