Marcus D. Lewis
Grand Prairie,TX
Summary
Results-driven Contact Center Manager with over 15 years of experience in optimizing operational efficiency and elevating performance metrics. Known for enhancing customer satisfaction and team productivity through effective communication, problem-solving, and strategic planning. Proven ability to oversee inbound and outbound operations while ensuring exceptional staff training and development. Committed to fostering a positive work environment that drives retention and departmental growth.
Overview
28
28
years of professional experience
Work History
Contact Center Manager
Wal-Mart E-Commerce
11.2021 - Current
- Lead a Team of 6 Second Level Supervisors with over 90 Direct Reports ensuring the delivery of KPIs, and SLA for various LOBs
- Direct a range of 5 to 9 Nesting Lead Supervisor overseeing After Training Nesting Program yielding over 450 new hires in 2023
- Oversee the process of handling and resolving FedEx Invalid Shipment Escalations
- Coach and Develop Second Level Supervisors providing direct feedback and support to enhancing skills and performance
- Identify opportunities for improvement, quantifying impact, and collaborating with key stakeholders to improve KPIs, and customer experience
- Support implementation, track, evaluate, and communicate progress change to key stakeholders
- Oversee CSAT and Customer Surveys for Wal-Mart Plus customers providing immediate responses increasing customer satisfaction
- Coordinate, complete, and supervise outsourced partner performance for Walmart Marketplace Ecommerce
- Create and utilize Root Cause Analysis to determine areas of opportunity within service
- Ensure operational objectives are communicated to cross-functional business partners
- Provide weekly and monthly performance updates with key Stake Holders
- Developed New Hire Survey’s to better understand the needs of our onboarding associates
- Ensured the successful testing of Apple Business Chat with Walmart E-Commerce
- Oversee the testing of customer information hosting programs for Walmart Customer Care Tier 1 and 2
- Facilitated the reduction of Repeat Callers Percentages through deep dive analysis
- Created and regulate Guided Workflows to reduce improper escalations
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
Contact Center Supervisor
Genie/OHD Corporation
01.2016 - 11.2021
- Managed operations for a team comprising of 45 specialists.
- Direct personnel, evaluating annual performance metrics.
- Enhanced customer service quality by offering targeted one-on-one guidance.
- Boosted overall CSAT by implementing detailed quality assurance processes.
- Enhanced scheduling efficiency through advanced forecasting techniques for Chat Support Champions.
- Handled escalated issues, achieving high levels of customer satisfaction.
- Analyzed reviews to enhance future performance through targeted training.
- Collaborated with the training department on new material development for better service expertise.
- Developed a strong working relationship with other LOBs to ensure efficiency, consistency, and a high level of accuracy throughout.
Customer Service Team Lead
JP Morgan Chase Bank CAF
Tampa, USA
09.2013 - 01.2016
- Responsible for providing support to Auto Finance Customer Service Group by assisting with escalated issues, closely monitor service levels, assist with training and development of staff; but not limited to other supervisory duties to ensure daily productivity is met on a consistent basis
- Oversaw the activity of over 160 SSR I, and SSR II’s in a high-volume customer service environment
- Co-Facilitated Training Bay for entire CAF Tampa Call Center Staff, Managers for Retail and Lease
- Assisted the training department in developing the Title’s Up Training for the entire site
- Conduct routine coaching sessions and feedback to customer service specialists and review performance trends
- Partner with supervisors to review employee coaching document and performance gaps to determine root causes
- Monitor RTA daily productivity and schedule adherence to ensure service levels are met
- Perform Quest Role testing for all Workflows and Work Cards
- Determined RCSA Test Procedure accuracy and effectiveness to mitigate risks
- Identify, track issues, control gaps, and process enhancements during RCSA Test
- RSCA Test Control Lead completing Monetary and Non-Monetary Test for Quality Audit
Customer Service Rep
JP Morgan Chase Bank CAF
Arlington, USA
07.2012 - 09.2013
- Assigned to Tampa Florida to facilitate training CSR’s and Supervisors on CAF Policy and Procedure
- Top performing call center specialist maintaining high meets on all Quarterly and Year End Reviews
- Received Top Customer Service Specialist Award 2 Quarters in a row
Team Manager
Stream International
Carrolton, USA
01.2001 - 11.2003
- Acting Site Director Nov 2002- Feb 2003 Silver City, NM
- Directed the operations team in an effort to correct any and all issues with our Gateway contract
- Directed a team of over 60 Service Support Representatives in an internet/cable modem based 24/7 call center
- Managed at team of 15 Second Level Supervisors
- Service Level Management
- Produce valuable Gross Margins to ensure company’s profitability
- Conducted daily side by side monitoring session with SSR’s with direct feedback
- Recruit new employees including reviewing resumes, screening, interviewing, and hiring
- Ensure effective training and mentor resources are provided for all employees
- Implement all disciplinary actions in accordance with company policy and ensure consistency
- Complete biweekly payroll for all direct employees
Annotated Airfield Target Graphics Manager
Offutt AFB, USA
03.1997 - 03.2001
- Managed the production of specially annotated Airfield Element Target Graphics Team
- Point of contact for over 50 aviation related facilities
- Managed the imagery exploitation and research analyst in support of nuclear and conventional targeting
Education
Mountain View College
Dallas, TXSkills
- Windows O/S
- Oracle CX
- Microsoft Office
- EBS
- Microsoft Excel
- Quest
- CMS
- Power Point
- 10-Key
- NICE Schedule
- RTA/GTA
- CCA1 & CCA2
- SharePoint
- Coaching and mentoring
- Information tracking
- Report writing
- Staff motivation
- Call monitoring
- Workforce management
- Schedule coordination
- Training management
- Quality assurance
- Scheduling proficiency
- Employee motivation
- Technical support
- Industry expertise
- Compliance
References
References available upon request.
Timeline
Contact Center Manager
Wal-Mart E-Commerce
11.2021 - Current
Contact Center Supervisor
Genie/OHD Corporation
01.2016 - 11.2021
Customer Service Team Lead
JP Morgan Chase Bank CAF
09.2013 - 01.2016
Customer Service Rep
JP Morgan Chase Bank CAF
07.2012 - 09.2013
Team Manager
Stream International
01.2001 - 11.2003
Annotated Airfield Target Graphics Manager
03.1997 - 03.2001
Mountain View College
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