Hi, I’m
Marcelle Mitchell
Columbia,SC
Summary
Experienced customer-focused professional with over 10 years of experience looking to transition into a full-time, entry-level information technology position. Passionate about building lasting internal and external customer relationships and providing expert-level care in a fast-paced work environment. Seeking an opportunity to continue leveraging my troubleshooting and technology integration skills and make an immediate contribution to a progressive organization. Personable and dedicated Customer Service Representative with extensive experience in Call Center industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
10
years of professional experience
Work History
Palmetto Palmetto GBAColumbia, SC
CSA
02.2023 - Current
Job overview
- Provides prompt, accurate, thorough, and courteous responses to all customer inquiries
- Inquiries may be non-routine and require deviation from standard screens, scripts, and procedures
- Performs research as needed to resolve inquiries
- High call volume between 50-70 calls a daily
- 60% Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries
- Handles situations which may require adaptation of response or extensive research
- Accurately documents inquiries
- 15% Initiates or processes adjustments or performs other research as needed to resolve inquiries
- Coordinates with other departments to resolve problems
- Responds to, research and/or assists with priority inquiries and special projects as required by management
- 10% Provides feedback to management regarding customer problems, questions and needs
- Maintains accurate records on complaints and/or other customer comments and makes recommendations for changes to management
- Follows through on complaints until resolved or reports to management as needed
- 10% Maintains basic knowledge of quality work instructions and company policies
- Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations
- Maintains all departmental productivity, quality, and timeliness standards
- 5% Assist with the training of new employees and cross training of coworkers
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Followed policies and procedures to meet or exceed established performance requirements.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Lexington School District OneColumbia, SC
Information Technology Intern
07.2022 - 02.2023
Job overview
- Provide technical assistance to teachers and students in-person, remotely and via telephone
- Resetting passwords for teachers and students
- Utilize district specific work order system to keep track of projects and tickets
- Replace old networking equipment (Access points and Switches)
- Setup Windows and Mac computers, install various applications such as Microsoft Office and Cisco WebEx
- Perform network cabling for district buildings as needed.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Set up and configured system user hardware and software applications.
- Supported IT manager with department administrative duties and clerical tasks.
- Assessed performance of equipment and network infrastructure and made proactive improvements in line with company standards.
TeleperformanceColumbia, SC
Supervisor
01.2018 - 05.2022
Job overview
- Oversee teams of 10-20 representatives – in-person and virtually – to ensure they have all the tools to be successful in their role
- Coach representatives by reviewing their calls for quality assurance, metrics, and company guidelines
- Train incoming new hire classes of representatives over a two-month period
- Offer technical support to representatives when they are experiencing system issues
- Maintain inbound and outbound emails to and from clients regarding agents and daily tasks.
Teleperformance, Patient Care AdvocateColumbia, SC
05.2017 - 01.2018
Job overview
- Handled inbound and outbound member, provider, and physician calls
- Answered questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable
- Worked with other operational departments to research and resolve mail order and claims issues and responded to members within performance agreement guidelines
- Maintained accurate and complete documentation of all inquiries in order to continuously improve the customer service process and reduce potential legal concerns
- Identified and escalated concerns received from patients and/or clients so corrective action could be pursued and expedited to take care of their needs.
FedExColumbia, SC
Package Handler
08.2016 - 12.2016
Job overview
- Loaded trucks with upcoming packages coming in from the belts
- Lifted packages over 75 pounds
- Scanned boxes to make sure the customers packages were on file.
Banker, Wells FargoColumbia, SC
Phone
01.2016 - 04.2016
Job overview
- Assisted customers with their bank account information
- Multitasked by working with different banking systems on the computer
- Made referrals to benefit customers to help them succeed financially
- Handled incoming calls and produced high quality customer service
- Referred unresolved patient grievances to designated departments for further investigation.
Direct EnergyTucson, AZ
Offline Agent
04.2013 - 08.2015
Job overview
- Established client accounts by making outbound calls
- Informed clients by explaining procedures and answering questions
- Maintained and improved quality results by adhering to standards and guidelines
- Protected and observed client confidentially.
Education
American Intercontinental University
from Business Administration
01.2010
Lehigh Carbon Community College
from Business Administration
01.2009
Skills
- MS Office Proficiency
- Inbound and Outbound Calling
- Customer Support
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Creative Problem Solving
- Verbal and Written Communication
- Responding to Difficult Customers
- Courteous with Strong Service Mindset
- Customer Service
- Understanding Customer Needs
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- Problem Resolution
- Employee Management
- Verbal Communication
- Microsoft Office
- Computer Proficiency
- Computer Skills
- Call Volume and Quality Metrics
- Policies and Procedures Adherence
- Team-Oriented and Cooperative
- MS Office
- Remote Office Availability
- Receiving support
- Technical Support
- Training and mentoring
- Teambuilding
Accomplishments
- Promoted from Patient Care Advocate to Supervisor, in less than 12-months.
- Recognized as Supervisor of the month twice for outstanding performance and team contributions.
- Led team to achieve call metrics, earning recognition from upper management and financial reward.
- Customer Assistance - Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
- Consistently maintained high customer satisfaction ratings.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
CSA
Palmetto Palmetto GBA
02.2023 - Current
Information Technology Intern
Lexington School District One
07.2022 - 02.2023
Supervisor
Teleperformance
01.2018 - 05.2022
Teleperformance, Patient Care Advocate
05.2017 - 01.2018
Package Handler
FedEx
08.2016 - 12.2016
Phone
Banker, Wells Fargo
01.2016 - 04.2016
Offline Agent
Direct Energy
04.2013 - 08.2015
American Intercontinental University
from Business Administration
Lehigh Carbon Community College
from Business Administration
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