Microsoft
Marcelle Mitchell
Customer Support
Columbia,SC
Summary
Experienced customer focused professional with over 11 years of experience in call center job fields. Responding to inbound calls at a fast pace and making outbound calls to various customers. Providing excellent customer service on every call. Maintained call center management experience for 4 years. Experienced with data transformation and migration processes, ensuring data integrity and accuracy. Utilizes advanced data mapping techniques and validation procedures to support business objectives. Track record of successfully collaborating with cross-functional teams to deliver high-quality data solutions.
Overview
12
12
years of professional experience
2
2
Certification
Work History
Data Conversion Specialist
TEKsystems
09.2023 - 10.2024
- Completed quality reviews for designs, codes, test plans and documentation methods.
- Team Captain
- Between 80-100 percent accuracy scores consistently.
- Collaborated with multi-functional roles to communicate and align development efforts.
CSA
Palmetto GBA
02.2023 - 07.2023
- Assisting with Medicare Part B clients
- 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
Information Technology Intern
Lexington School District One
07.2021 - 02.2023
- 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 to more than 20 classrooms.
- 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
Supervisor
Teleperformance
01.2018 - 05.2021
- Oversee teams of 10-20 representatives in-person and virtually to ensure success.
- Coach 2-3 representatives per day by reviewing calls for quality assurance, metrics, and company guidelines
- Train incoming new hire classes of representatives over two-month period
- Offer technical support to representatives
- Maintain inbound and outbound emails to and from clients regarding agents and daily tasks
Patient Care Advocate
Teleperformance
05.2017 - 01.2018
- Assisting with Medicare Part A, B, C and Medicare clients by taking 50-70 calls per day.
- 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 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
Package Handler
FedEx
08.2016 - 12.2016
- Loaded trucks with upcoming packages coming in from the belts
- Lifted packages over 75 pounds
- Scanned 40-50 boxes to make sure the customers packages were on file
Banker
Wells Fargo
01.2016 - 04.2016
- Assisted customers with their bank account information
- Multitasked by working with different banking systems
- 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
Offline Agent
Direct Energy
04.2013 - 08.2015
- Established client accounts by making 25-35 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
Business Administration -
American Intercontinental University
Chandler01.2010
Business Administration -
Lehigh Carbon Community College
Schnecksville, PA01.2009
Skills
- Technical Support Google Certificate
- Inbound and Outbound Calling
- Customer Support
- Data Conversion
Accomplishments
- Promoted from Patient Care Advocate to Supervisor, in less than 12-months.
- Recognized as Supervisor of the month twice for outstanding performance.
- Led team to achieve call metrics, earning recognition from upper management.
- Consistently maintained high customer satisfaction ratings.
Certification
- Google IT Support Professional Certificate
- The Bites and Bytes of Computer Networking Certificate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Apple
Timeline
Data Conversion Specialist
TEKsystems
09.2023 - 10.2024
CSA
Palmetto GBA
02.2023 - 07.2023
Information Technology Intern
Lexington School District One
07.2021 - 02.2023
Supervisor
Teleperformance
01.2018 - 05.2021
Patient Care Advocate
Teleperformance
05.2017 - 01.2018
Package Handler
FedEx
08.2016 - 12.2016
Banker
Wells Fargo
01.2016 - 04.2016
Offline Agent
Direct Energy
04.2013 - 08.2015
- Google IT Support Professional Certificate
- The Bites and Bytes of Computer Networking Certificate
Business Administration -
American Intercontinental University
Business Administration -
Lehigh Carbon Community College
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