Marcella Graham
Zephyr
Summary
Customer experience and operations professional with over 20 years of experience in customer service, call center environments, retail management, and financial services. Proven ability to lead teams, improve service efficiency, and deliver exceptional customer experiences across healthcare, finance, retail, and technology industries.
Recognized for strong communication, operational oversight, and the ability to manage high-volume service environments while maintaining high customer satisfaction standards. Experienced with CRM systems, remote collaboration tools, and performance-driven service operations.
Overview
6
6
years of professional experience
Work History
Call Agent
AnsaFone
07.2025 - Current
- Serve as the primary point of contact for patients and medical staff in a healthcare call center environment.
- Manage high volumes of inbound and outbound calls while maintaining professionalism and efficiency.
- Accurately route patient information and maintain documentation while adhering to privacy standards.
- Maintain performance metrics in a fast-paced team environment.
Digital Customer Care Agent
Chewy - Dallas-Fort Worth, TX
03.2025 - 07.2025
- Assisted customers with purchases, product questions, and order issues.
- Resolved customer concerns using research, problem-solving, and proactive follow-ups.
- Collaborated with remote teams using Slack and Zoom to maintain service standards.
- Demonstrated empathy and strong listening skills to build customer loyalty.
Licensed Insurance Agent
Sitel Group
09.2020 - 12.2021
- Advised clients on insurance coverage options based on their needs and financial goals.
- Educated customers on policy benefits and risk management strategies.
- Maintained confidential client records and policy documentation.
- Supported new client acquisition through consultative communication.
Teller Floater
United Federal Credit Union
12.2020 - 08.2021
- Processed deposits, withdrawals, and financial transactions accurately.
- Delivered excellent member service while meeting referral and service goals.
- Maintained compliance with financial institution policies and procedures.
Education
High School Diploma -
Taylor County High School
Campbellsville, KYSkills
- Customer Support (20 years)
- Team Leadership
- Inventory Management
- Payroll & Scheduling
- Data Entry & Documentation
- Technical Troubleshooting
- Client Relationship Development
- Training & Development
- Retail Operations
- Call Center Operations
- Customer Relationship Management (CRM)
Timeline
Call Agent
AnsaFone
07.2025 - Current
Digital Customer Care Agent
Chewy - Dallas-Fort Worth, TX
03.2025 - 07.2025
Teller Floater
United Federal Credit Union
12.2020 - 08.2021
Licensed Insurance Agent
Sitel Group
09.2020 - 12.2021
High School Diploma -
Taylor County High School