Marcus Lewis
Washington
Summary
Customer Service Supervisor/Certified Guest Representative as well as certified in leadership and training. Excellent organizational and communication skills, Detail-oriented, ability to multitask when necessary and correspond with managers, vendors, clients and staff in a professional environment; diverse background includes sales, clerical support and supervision. A strong ability in working with people with diverse backgrounds.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Legal Instrument Examiner
DC Govt. Department of Motor Vehicles
06.2017 - Current
- Customer Service liaison for the new Ready Center at the Department of Corrections for returning citizens
- Assist with training new employees to prepare to assist customers
- Supports Customer Service transactions
- Greet Customers at Information desk to verify acceptable documents for Real ID compliance
- Processes customers for knowledge tests pertaining to learners/drivers permit
- Processes driver's license for duplicates, renewals, address changes, corrections, etc
- Processes out country driver license for foreigners to obtain DC license
- Processes Identification Cards for individuals who are not able to drive or ID only
- Processes vehicle registrations/tag and titles
- Verify through Items system for outstanding tickets and Administration Stops on license
- Administrative support functions as well
- Analyses operating methods and procedures
- Records management, form design, testing and reporting procedures as needed.
- Coordinates information planning sessions
- Maintains productive interaction with agencies staff and vendors
- Reports on the status and progress of work accomplished and monitors work in progress
- Works closely with management to assure compliance with regulations and procedures
- Processed payments for DC residents that qualify and are enrolled in the IID program for IID Program Coordinator
Contact Center Lead/ Supervisor
DCHEATHLINK/VANTIX/DC GOVT
02.2014 - 12.2016
- Working closely with ESA/DHS supervisor to ensure Medicaid coverage was effective for emergency patients while at the hospital
- Ensuring Representatives were taking calls and using proper aux code
- Coached and counseled representatives on the quality of calls coming in to center
- Coordinated one on ones with representatives to ensure proper verbiage being used on phone
- Assisted consumers with escalations to leadership team/in need of medical attention consumers
- Communicated cases to ESA/DHS office and processed Medicaid applications
- Assisted in refining computer and navigation skills in response to updated policy
- Maintained proper call volume reports for review and monitored abandonment rate for call center
- Input data by using a word format into excel and spreadsheets
- Monitoring CSL Report for resolved and in-progress issues
- Responsible for consumer follow ups to de-escalate in a timely manner after issue has been escalated
- Monitoring CSR Salesforce escalations for updates and incorrect information for escalation
- Maintained scheduling to meet call center needs
- Processed payroll for call center representatives
- Ensure contractual obligations were met by identifying, recommending and or developing quality improvement strategies through the evaluation of staff performance standards and project performance measures
- Processed payroll wages to ensure non-exempt employees get rest and meal breaks.
Project Assistant
Project Empowerment/ DC Govt Department of Employment
09.2013 - 02.2014
- Answering and direct phone calls to proper person for the Institute of Gerontology
- Data Entry for Bodywise program at UDC location
- Typing documents using Microsoft word
- Filing documents
- Faxing documents to appropriate parties
- Copying documents/Excel formats
- Opening, sorting and delivering mail
- Assisted Director in obtaining guest speakers for Recognition Day
- Conducted power point presentations for monthly senior in services.
Front Desk Agent/Call Center Supervisor
Gaylord National
05.2008 - 03.2011
- Ensuring Representatives were taking calls and using proper aux code
- Coached and counseled representatives on the quality of calls coming in to center
- Coordinated one on ones with representatives to ensure proper verbiage being used on phone
- Assisted in refining computer and navigation skills in response to updated policy
- Maintained proper call volume reports for review and monitored abandonment rate for call center
- Input data by using a word format into excel and spreadsheets
- Monitored HOTSOS report for guest issues with room
- Responsible for consumer follow ups in a timely manner after issue has been escalated.
Education
High school diploma - GENERAL STUDIE
Potomac High School
Oxon Hill, MD05.1989
Skills
- Customer Service Supervisor/Certified Guest Representative as well as certified in leadership and training Excellent organizational and communication skills, Detail-oriented, ability to multitask when necessary and correspond with managers, vendors, clients and staff in a professional environment; diverse background includes sales, clerical support and supervision A strong ability in working with people with diverse backgrounds
- MS Word
- Excel
- Outlook
- Powerpoint
- Salesforce
- Curam Systems
- DCAS
- Accounts Receivable
- Guest Services
- Office Management
- Accounts Payable
- Management
- Commercial Driver's License Certification (4 years)
- Bookkeeping
- Air brake
- School Bus Driving
Certification
Commercial Drivers License, 10/01/17, 10/01/24, Commercial Driver's License with Passengers and Air Brakes Endorsement, CDL B
Relocation
- Alexandria, VA
- Woodbridge, VA
- Washington, DC
Personal Information
Title: CUSTOMER SERVICE SPECIALIST
Timeline
Legal Instrument Examiner
DC Govt. Department of Motor Vehicles
06.2017 - Current
Contact Center Lead/ Supervisor
DCHEATHLINK/VANTIX/DC GOVT
02.2014 - 12.2016
Project Assistant
Project Empowerment/ DC Govt Department of Employment
09.2013 - 02.2014
Front Desk Agent/Call Center Supervisor
Gaylord National
05.2008 - 03.2011
High school diploma - GENERAL STUDIE
Potomac High School
Commercial Drivers License, 10/01/17, 10/01/24, Commercial Driver's License with Passengers and Air Brakes Endorsement, CDL B
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