Melissa Roberts
Tulsa
Summary
Call Center Team Lead at Micahtek with a strong history of improving team performance through targeted coaching and effective problem-solving. Expertise in call monitoring and escalation management, fostering collaboration while upholding high customer service standards. Consistently ensures timely resolutions and adherence to company policies.
Overview
14
14
years of professional experience
Work History
Cal center Team Lead
Micahtek
Broken Arrow
11.2018 - 09.2025
- Responsible for keeping the workflow consistent in the Call Center and overseeing Phone Agents' job duties.
- Maintain control of the Call Center operations with professionalism, ensuring that agents remain on task and productive.
- Respond to agent alerts and assists agents with questions.
- Assist with difficult callers and crisis calls.
- Monitor for long call durations to identify areas of support or call control intervention.
- I became a Team Lead after only 6 months of employment.
- Monitored team performance metrics to track productivity and identify areas for improvement.
- Conducted one-on-one coaching sessions with agents to enhance customer interaction skills.
- Managed escalated customer complaints, ensuring timely and effective resolutions.
- Ensured compliance with company policies and procedures during daily operations.
- Monitored incoming calls, emails, and chat messages for quality assurance purposes.
- Provided coaching and guidance to call center team members on customer service skills.
Salesperson
Self-Employed
Tulsa
03.2012 - 02.2016
- Greet customers and ascertain what each customer wants or needs.
- Describe merchandise and explain use, operation, and care of merchandise to customers.
- Compute sales prices, total purchases, and receive and process cash or credit payment.
- Recommend, select, and help locate or obtain merchandise based on customer needs and desires.
- Inventory stock and requisition new stock.
- Performing for or Working Directly with the Public.
- Selling or Influencing Others.
- Making Decisions and Solving Problems.
- Organizing, Planning, and Prioritizing Work.
Education
Some College - Basic Courses
Oklahoma State University
Okmulgee, OKSome College - Healthcare Documentation (Medical Billing, Coding, & Transcription)
At-Home Professions / Weston Distrance Learning, Inc.
Fort Collins, COSkills
- Willingness to accept challenges
- Time management and attention to detail
- Team collaboration
- Patient confidentiality compliance
- Microsoft Office proficiency
- Planning and organizational skills
- Call monitoring and escalation management
- Team coaching and mentoring
- Active listening and effective communication
- Problem solving and adaptability
Personal Information
Total Experience: 10+ years experience in customer service
Timeline
Cal center Team Lead
Micahtek
11.2018 - 09.2025
Salesperson
Self-Employed
03.2012 - 02.2016
Some College - Basic Courses
Oklahoma State University
Some College - Healthcare Documentation (Medical Billing, Coding, & Transcription)
At-Home Professions / Weston Distrance Learning, Inc.