Marquetta Sample
Raytown,MO
Summary
Results-driven professional with over a decade of experience in operations, sales, logistics, and technical support. Specializes in optimizing resource allocation, streamlining processes, and enhancing quality control to boost operational efficiency. Proven track record in managing client relationships, leading cross-functional teams, and providing exceptional customer service. Proficient in resolving critical issues under pressure and maintaining smooth day-to-day operations.
Overview
7
7
years of professional experience
Work History
Chat Support Lead
T-Mobile
Kansas City, Remote
03.2024 - Current
- Resolve complex customer issues through chat support while identifying upsell opportunities.
- Develop innovative solutions for technical problems to enhance customer retention and satisfaction.
- Personalized technical solutions that transform support interactions into sales opportunities.
- Document and manage intricate technical inquiries, converting them into revenue-generating opportunities.
- Train team to ensure consistent delivery of high-quality support and sales services.
- Analyze support metrics to identify trends and drive solutions.
- Work with cross-functional teams to address product challenges and improve user experience.
Operations
Tesla
Kansas City, Remote
10.2018 - 01.2024
- Review production metrics to optimize and improve operational efficiency.
- Implemented tracking systems that reduced delays and enhanced quality control measures.
- Manage and trained team to ensure alignment with operational and logistical goals.
- Assess shipping operations to ensure smooth deliveries, pickups, and proper documentation execution.
- Resolved urgent shipping issues and handled escalations effectively.
- Communicate with production staff to ensure timely freight pickups and tracked shipment statuses.
- Supervised team for adherence to company policies and relevant legal standards.
- Primary customer contact, focusing on virtual diagnostics and repairs for high-voltage batteries and charging systems, while ensuring clear communication and efficient service.
- Executed software updates and conducted troubleshooting to resolve technical issues.
Education
Bachelor's Degree - Information Technology
University of Phoenix-Arizona
Phoenix, AZ08.2025
Information Security - undefined
University of Phoenix-Arizona
Phoenix, AZ05.2016
High School Diploma - General Education
James Madison
Norcross, GA05.2007
Skills
- Project Management
- Data Analysis
- Strategic Planning
- Process Improvement
- Quality Assurance
- Risk Management
- Communication
- Problem Solving
- Relationship Building
- Technology Integration
- Tech Support
- CRM & ERP Systems
- Digital Transformation
- Business Intelligence
- Automation Solutions
Timeline
Chat Support Lead
T-Mobile
03.2024 - Current
Operations
Tesla
10.2018 - 01.2024
Bachelor's Degree - Information Technology
University of Phoenix-Arizona
Information Security - undefined
University of Phoenix-Arizona
High School Diploma - General Education
James Madison