Marviona Powell
Waco,TX
Summary
Highly motivated and detail-oriented professional with a proven record of success in client service, healthcare administration, and team leadership. Recognized for strong communication, critical thinking, and the ability to learn quickly in dynamic environments. Committed to delivering exceptional service and operational efficiency while fostering collaboration and meeting organizational goals.
Overview
12
12
years of professional experience
Work History
Customer Service Supervisor
Meduit
05.2020 - Current
- Led customer service team to enhance operational efficiency and improve service delivery standards.
- Developed training programs for staff to optimize performance and ensure adherence to company policies.
- Implemented quality assurance processes that improved customer satisfaction ratings significantly.
- Analyzed customer feedback to identify trends and recommend strategic improvements in service protocols.
- Oversaw daily operations, ensuring consistent application of best practices in customer service management.
- Mentored junior staff, fostering a culture of continuous improvement and professional development within the team.
- Evaluated performance metrics regularly, driving initiatives that aligned with organizational goals for enhanced outcomes.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
Customer Service Representative
Maximus Health Services
10.2018 - 04.2020
- Resolved customer inquiries efficiently, ensuring high satisfaction levels and fostering positive relationships.
- Managed complex case files using CRM software, streamlining processes for improved response times.
- Trained new team members on service protocols and system navigation to enhance team performance.
- Developed and implemented standard operating procedures, resulting in increased operational efficiency.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Quality Control Analyst
American Income Life Insurance Company
01.2015 - 10.2018
- Conducted thorough inspections of insurance documentation for compliance with company standards.
- Developed and implemented quality assurance protocols to enhance operational efficiency.
- Collaborated with cross-functional teams to identify and resolve quality issues in processes.
- Mentored junior analysts on best practices in quality control methodologies and tools.
- Led initiatives focused on reducing errors and increasing accuracy in documentation reviews.
- Conducted data review and followed standard practices to find solutions.
Caseworker
EMSI
07.2013 - 01.2015
- Conducted comprehensive assessments to evaluate client needs and eligibility for services.
- Collaborated with multidisciplinary teams to develop tailored support plans.
- Managed case files, ensuring accurate documentation and compliance with regulations.
- Provided clients with information on available resources and assistance programs.
- Established trusting relationships with clients, fostering open communication and rapport building.
Education
High School Diploma -
University High School
Waco06-2013
Skills
- Customer service management
- Team leadership
- Performance evaluation
- Quality assurance processes
- Staff mentoring and coaching
- Client relationship building
- Feedback analysis
- Communication skills
- Problem-solving
- Time management
- Handling escalations
Timeline
Customer Service Supervisor
Meduit
05.2020 - Current
Customer Service Representative
Maximus Health Services
10.2018 - 04.2020
Quality Control Analyst
American Income Life Insurance Company
01.2015 - 10.2018
Caseworker
EMSI
07.2013 - 01.2015
High School Diploma -
University High School