MARSHA BROWN
Pompano Beach,FL
Summary
Dynamic Customer Experience Supervisor with extensive leadership experience in high-volume contact centers. Consistently maintained quality performance metrics of 97–98% while coaching teams to achieve service levels of 82%. Proven track record in driving operational improvements and enhancing employee engagement in insurance and healthcare sectors.
Overview
27
27
years of professional experience
Work History
Customer Experience Supervisor
PEAK6 INSURE TECH
Sunrise, Florida
11.2021 - 03.2026
- Coached, mentored, and developed employees through performance talks, quality reviews, goal setting, recognition, and corrective action.
- Tracked quality, productivity, average handle time, service level, schedule adherence, and employee availability to enhance team performance.
- Reviewed operational reports and KPI trends to identify performance gaps, guiding coaching and process improvements.
- Supported performance management activities, including documented coaching, performance improvement plans, and corrective action.
- Developed employee engagement and recognition initiatives to foster accountability, teamwork, and consistent performance.
- Assisted with new-hire interviews, onboarding training, and ongoing development to improve employee readiness and performance.
- Supported daily operations for high-volume insurance contact center team of 10–16 customer service representatives.
- Coordinated call queues and staffing needs with workforce management to maintain coverage and meet customer demand.
- Prepared leadership reports and turned operational data into clear performance insights.
- Acted as escalation point for complex customer concerns and coordinated cross-functional resolution.
Customer Service Supervisor
DENTAQUEST, LLC
Doral, Florida
12.2013 - 10.2021
- Supervised high-volume customer service operations and coached representatives to achieve quality, productivity, and customer service objectives.
- Managed employee performance and implemented performance improvement plans to align team output with established expectations.
- Conducted call monitoring, quality reviews, calibrations, and performance coaching to improve representative effectiveness.
- Collaborated with workforce management, training, and quality teams to resolve operational challenges and enhance employee engagement.
- Supported daily contact center operations, prioritizing customer experience, productivity, and adherence to quality standards.
Enrollment Associate
CROSS COUNTRY HOME SERVICES
Sunrise, Florida
06.2011 - 12.2013
- Processed customer enrollment requests efficiently and accurately.
- Facilitated customer enrollments, renewals, and escalated service requests in a fast-paced customer service environment.
- Guided customers on available services while accurately processing enrollment and account details.
- Assisted clients in selecting home service plans tailored to their needs.
- Coordinated communication between clients and service providers to ensure clarity and satisfaction.
Licensed Medicare Member Advocate
UNITED HEALTHCARE GROUP
Sunrise, Florida
06.2009 - 01.2011
- Achieved Top 25 ranking among sales agents, demonstrating strong customer service alongside sales performance.
- Advocated for members’ needs through effective communication and problem-solving.
- Supported members with complex inquiries, service issues, and Medicare enrollment, ensuring compliant and customer-focused assistance.
- Educated members on health plan options and benefits available to them.
- Assisted members in navigating complex healthcare systems and resources.
Tax Office Manager
H&R BLOCK
Margate, Florida
08.2008 - 05.2009
- Managed daily office operations and ensured compliance with tax regulations.
- Managed daily office operations, supervised team of 11 tax professionals to ensure efficient workflow.
- Supervised and trained staff on tax preparation procedures and software usage.
- Oversaw payroll review, bookkeeping, reporting, and customer service to maintain accurate financial records and support administrative functions.
- Coordinated client appointments and maintained accurate records of transactions.
Team Manager / QA Representative / Team Leader / Customer Service Representative
PRC, LLC
Margate, Florida
03.1999 - 06.2008
- Managed teams of up to 25 representatives in high-volume contact center, ensuring efficient operations and high service levels.
- Monitored quality and productivity, coached employee performance to enhance individual skills, and supported workforce planning initiatives.
- Conducted quality evaluations and identified performance trends to inform leadership decisions and drive operational improvements.
- Progressed through multiple promotions from Customer Service Representative and Quality Assurance Representative into Team Leader and Team Manager role.
Education
Bachelor of Science - Accounting
University of Phoenix
Plantation, FL06-2008
Skills
- Call Center Operations
- Quality control
- Coaching & Development
- Performance Management
- New Hire Training
- Team Leadership
- Workforce optimization
- Service Level
- Average handle time
- Schedule Adherence
- Queue Management
- Escalations
- KPI Management
- Process Improvement
- Operational Reporting
- NICE CXone
- Salesforce
- Zendesk
- Guidewire
- Power BI
- Microsoft Excel
- Teams
- RingCentral
- Word
- PowerPoint
- Outlook
- QA tools
Accomplishments
- Led contact center teams ranging from 10 to 25 representatives while maintaining 97–98% quality performance and service levels averaging 82%.
- Managed daily operations in high-volume environments, balancing staffing, call demand, productivity, quality, and service-level objectives.
- Used KPI reporting and operational data to identify performance trends, coach employees, and address productivity and quality gaps.
- Designed coaching, onboarding, training, recognition, and performance improvement initiatives to strengthen employee performance and engagement.
- Partnered with Workforce Management, Quality, Training, IT, and Operations to resolve operational challenges and improve customer experience.
Timeline
Customer Experience Supervisor
PEAK6 INSURE TECH
11.2021 - 03.2026
Customer Service Supervisor
DENTAQUEST, LLC
12.2013 - 10.2021
Enrollment Associate
CROSS COUNTRY HOME SERVICES
06.2011 - 12.2013
Licensed Medicare Member Advocate
UNITED HEALTHCARE GROUP
06.2009 - 01.2011
Tax Office Manager
H&R BLOCK
08.2008 - 05.2009
Team Manager / QA Representative / Team Leader / Customer Service Representative
PRC, LLC
03.1999 - 06.2008
Bachelor of Science - Accounting
University of Phoenix