Martecia Lovelady
Memphis,TN
Summary
Dynamic Agent Support Specialist with a proven track record at Connexion Point, excelling in dispute resolution and exceptional communication. Enhanced agent onboarding and streamlined workflows, significantly improving operational efficiency. Known for strong empathy and professionalism, adept at documenting performance metrics to identify training needs and drive continuous improvement.
Overview
16
16
years of professional experience
Work History
Agent Support Specialist
Connexion Point
Memphis, TN
04.2024 - Current
- Assisted agents with technical issues, ensuring prompt resolution and minimizing downtime for support operations.
- Facilitated onboarding processes for new agents, enhancing their understanding of systems and procedures.
- Collaborated with teams to streamline workflows, improving overall efficiency in support operations.
- Documented and reported agent performance metrics, aiding in the identification of training needs.
- Managed issue resolution processes, ensuring timely follow-up and closure of agent inquiries.
- Conducted system troubleshooting to address software glitches, enhancing user experience.
Office Assistant
Brezenski Security Doors
Memphis, TN
01.2010 - 02.2024
- Organized travel arrangements for staff, ensuring timely and efficient transportation solutions.
- Facilitated communication between departments to streamline project updates and information sharing.
- Managed scheduling and calendar updates, optimizing time allocation for meetings and appointments.
- Performed data entry tasks with attention to detail, ensuring accurate record keeping.
- Coordinated office supplies inventory and procurement, minimizing downtime due to shortages.
- Maintained organized filing systems to enhance document retrieval and storage efficiency.
Education
High School Diploma - General Studies
Maynard Evans High School
Orlando, FL05.2006
Skills
- Strong empathy
- Professionalism and integrity
- Exceptional communication
- Call center experience
- Compliance awareness
- Dispute resolution
Timeline
Agent Support Specialist
Connexion Point
04.2024 - Current
Office Assistant
Brezenski Security Doors
01.2010 - 02.2024
High School Diploma - General Studies
Maynard Evans High School