Marcia M. Harper
Lakeland,FL
Summary
Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.
Overview
25
25
years of professional experience
Work History
Customer Solutions Mentor
Charter Communications
Riverview, FL
03.2025 - Current
- Monitor roughly 20 agents adherence
- Provide constructive Feedback
- Participate in live listening and side by side for development
- Provide knowledge of products for opportunities on calls
- Keep accurate tracking of saves and sales
- Run pre-briefs and de-briefs when needed
- Review stats hourly for outliers to provide assistance
- Quality controls on calls
Retention Specialist
Charter Communications, Spectrum
Aubrundale, FL
08.2023 - 03.2025
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Identified potential risks associated with retaining existing customers
- Performed customer negotiations to reach fair conclusion for both business and customer
- Received information regarding identified problems and devised responses to satisfy concerns.
- Explained new products and services to customers.
- Implemented creative solutions to deal with special circumstances.
- Resolved customer service or billing issues by exchanging merchandise, refunding money, or adjusting bills.
- Conferred with customers to take or enter orders, cancel accounts
- Obtained and examined relevant information to validate customer issues and determine possible causes.
- Identified opportunities for cross-selling additional products and services.
- Developed relationships with customers by providing excellent customer service.
- Resolved customer complaints promptly and effectively.
- Engaged positively with each customer, providing professional, and polite support for sales and service needs.
Team Lead
LegalZoom
02.2022 - 08.2023
- Delegated daily tasks to team members to optimize group productivity.
- Monitored team progress and enforced deadlines.
- Worked with team of sales agents and successfully met monthly goals set
- Maintained a full retention team in order to retain and upsell products
- Collaborated with management team to implement new work procedures or policies.
- Fostered positive employee relationships through communication, training and development coaching.
- Organized and prioritized incoming work orders and optimized team workflows and resources to handle dynamic demands.
- Followed staffing strategies to achieve production goals.
- Rotated through series of different stations based on team needs.
- Documented production levels and materials used to keep management informed.
- Implemented performance, quality and efficiency measures to achieve aggressive production goals.
- Created and distributed monthly, quarterly and annual reports to management regarding performance.
- Offered training and support to keep team members motivated and working toward objectives.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Reviewed completed work to verify consistency, quality and conformance.
- Conferred with other supervisors to coordinate operations and activities within or between departments.
- Completed daily quality assurance duties to provide feedback for improvements.
- Helped mitigate and resolve data issues by analyzing situation and implementing appropriate solutions.
Trainer
LegalZoom
08.2021 - 02.2022
- Trained newly hired top talent to fill key positions and maximize productivity.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
- Evaluated individuals regularly for progress or growth potential to guide decisions regarding advancement and additional training.
- Facilitated orientation and training classes to communicate policies and procedures to new hires.
- Developed practical training programs to impart knowledge and improve individual skill sets.
- Conducted training classes for employees on features and operation of products, client tools and processes.
- Created tests, exercises and role-plays for courses to verify competency.
- Worked with subject matter experts to validate relevancy of content.
- Supervised classroom during training delivery to determine if staff followed classroom guidelines and fulfilled necessary requirements of course objectives.
Customer Service Representative
LegalZoom
11.2020 - 07.2021
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Used proven techniques to de-escalate angry customers during telephone interactions.
Kitchen Manager
Warehouse 319
Jasper , AL
09.2017 - 07.2020
- Trained employees on cooking techniques, safety standards and performance strategies.
- Oversaw meal preparation and monitored food handling to encourage safety.
- Kept kitchen equipment properly functioning by following manufacturer's operating instructions and educating staff on proper use.
- Motivated kitchen staff by establishing goals to increase productivity and quality.
- Utilized various preparation and cooking methods to create menu items in accordance with recipes.
- Planned kitchen staff schedules to maximize coverage and encourage collaboration.
- Maximized team performance by training new employees on proper food handling and restaurant protocols.
- Maintained budgeted food costs using tools within inventory management system.
- Worked with vendors to establish strong relationships and maintain proper inventory supplies.
- Received, organized and rotated paper goods and food ingredients.
- Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
- Interviewed, hired and supervised back of house staff to clean tables, remove dishes, take food to tables and assist servers and bartenders.
- Assisted restaurant owners with pricing by providing ingredient costs and portioning information.
- Used learning tools and programs to develop and maintain knowledge of food products, promotions and sales functions.
- Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
- Oversaw food preparation, production and presentation according to quality standards.
- Trained new employees to perform duties.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Promoted safe working conditions by monitoring safety procedures and equipment.
- Resolved problems or concerns to satisfaction of involved parties.
- Assisted staff by serving food and beverages or bussing tables.
- Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
Product Specialist
Liz Claiborne
North Bergen, NJ
11.2000 - 03.2002
- Examined final products for conformance with quality and design standards.
- Oversaw inventory and counts and performed periodic spot checks to verify outgoing orders.
- Sorted and packaged products to prepare for processing or shipment.
- Analyzed work orders to determine type and quantity of materials needed for each production batch.
- Worked as part of product specialists team to accommodate large crowds.
Allocator
Liz Claiborne
North Bergen, NJ
01.2000 - 11.2000
- Calculated, established and managed modification of authorized stock levels.
- Assessed inventory levels and materials usage, placing orders for new stock.
- Checked inventory levels and placed merchandise orders for restocking purposes.
- Examined inventory levels on regular basis, verifying supply adequacy against expected sales.
- Reviewed sizing information on clothing from different locations to verify diversity of item sizes compared to expected demand.
- Inspected and recorded incoming and outgoing orders for count, damage and dates.
Skills
- Overseeing Daily Activities
- Updating and monitoring stats such as SIM
- Goal Setting
- Giving Constructive Feedback
- Issue Resolution
- Attention to Detail
- Teamwork and Collaboration
- Analytical Thinking
- People Management
- Team Supervision
- Client Support
- Team Check-Ins
- Quality Improvement
- Experience in Leadership
- Quantitative Skills
- Content Management Expertise
- Performance Evaluations
- Flexible Schedule
Timeline
Customer Solutions Mentor
Charter Communications
03.2025 - Current
Retention Specialist
Charter Communications, Spectrum
08.2023 - 03.2025
Team Lead
LegalZoom
02.2022 - 08.2023
Trainer
LegalZoom
08.2021 - 02.2022
Customer Service Representative
LegalZoom
11.2020 - 07.2021
Kitchen Manager
Warehouse 319
09.2017 - 07.2020
Product Specialist
Liz Claiborne
11.2000 - 03.2002
Allocator
Liz Claiborne
01.2000 - 11.2000