Marilyn Ibbitson
West Warwick,RI
Summary
Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
22
22
years of professional experience
Work History
Customer Care-Voice Supervisor
NTT Data
Providence, RI
10.2016 - 01.2025
- Guided a team of 15 agents to align with customer service standards and operational procedures.
- Utilized LEAN principles to enhance workflows.
- Contributed to long-term growth by identifying opportunities for operational streamlining and performance enhancement.
- Monitored inventory levels and discrepancies to guarantee prompt issue resolution.
- Enhanced customer service quality through targeted coaching sessions.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
Team Leader- Business Analysis and Support
Blue Cross and Blue Shield of Rhode Island
Providence, RI
12.2015 - 09.2016
- Delegated daily tasks to team members to optimize group productivity.
- Collaborated cross-functionally to improve Salesforce implementation and user experience.
- Managed complex issues, ensuring a positive experience for customers within policy guidelines.
- Conducted regular performance reviews to assess individual team member progress.
Business Process Analyst - Call Center Support
Blue Cross and Blue Shield of Rhode Island
Providence, RI
08.2002 - 11.2015
- Partnered with various departments to streamline operational processes.
- Performed root cause analysis on complex problems related to business processes.
- Identified needs of customers promptly and efficiently.
- Defined performance metrics tied to key performance indicators.
Skills
- Team leadership
- Performance management
- Workflow optimization
- Quality assurance
- Inventory management
- Cross-functional collaboration
Timeline
Customer Care-Voice Supervisor
NTT Data
10.2016 - 01.2025
Team Leader- Business Analysis and Support
Blue Cross and Blue Shield of Rhode Island
12.2015 - 09.2016
Business Process Analyst - Call Center Support
Blue Cross and Blue Shield of Rhode Island
08.2002 - 11.2015
Similar Profiles
Pankaj NathPankaj Nath
Director - Cloud & Infrastructure Services at NTT DATA Services (Previously NTT/Netmagic)Director - Cloud & Infrastructure Services at NTT DATA Services (Previously NTT/Netmagic)
GAZI MAMOONUR ALAMGAZI MAMOONUR ALAM
SENIOR NETWORK ENGINEER at NTT GLOBAL PVT. LTD(NTT DATA)SENIOR NETWORK ENGINEER at NTT GLOBAL PVT. LTD(NTT DATA)
Yashika SureshbabuYashika Sureshbabu
Service Desk Analyst / Acting Shift Lead at NTT GDC India Private Limited / NTT DataService Desk Analyst / Acting Shift Lead at NTT GDC India Private Limited / NTT Data
Ruchi SharmaRuchi Sharma
QA Specialist Engineering TL at NTT Data (NTT cloud Com.)QA Specialist Engineering TL at NTT Data (NTT cloud Com.)
Rachel GosselinRachel Gosselin
Manager at Laz ParkingManager at Laz Parking