Morgan Herte
Melbourne,FL
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Legal Office Position. Ready to help team achieve company goals.
Overview
15
15
years of professional experience
Work History
Staff Development Coach
Christian Care Ministry
09.2023 - 04.2024
- Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience, and respect for others.
- Analyzed and evaluated team performance metrics to identify areas of improvement.
- Facilitated group coaching sessions and provided individual coaching support.
- Analyzed client feedback to adjust coaching sessions accordingly.
- Offered constructive feedback to clients to help reach goals.
- Assisted clients in setting and achieving personal and professional goals.
- Developed and delivered effective and engaging coaching sessions to improve performance.
- Developed relationships with clients to provide ongoing support and encouragement.
- Monitored team practices to establish high level of performance.
Quality Assurance Representative
CCM
01.2016 - Current
- Highly skilled and dedicated Quality Assurance Representative with 9 years of experience in call center operations
- Proven track record of ensuring exceptional customer service by monitoring and evaluating agent performance against established quality metrics
- Seeking a challenging role where I can utilize my expertise to improve overall call center efficiency and customer satisfaction.
Administrative Services Managers
Spectrum-CCS
06.2014 - Current
- Plan, administer and control budgets for contracts, equipment and supplies
- Analyze internal processes and recommend and implement procedural or policy changes to improve operations, such as supply changes or the disposal of records
- Maintain QuickBooks, Bank Accounts, and Inventory
- Prepare Lease Agreements and other Documents.
Quality Assurance
Harp Marketing
03.2011 - 03.2012
- Monitored the quality of calls to make sure the Sales Representatives were doing their job efficiently and effectively
- Collect and analyze production samples to evaluate quality
- Instruct staff in quality control and analytical procedures
- Produce reports regarding nonconformance of products or processes, daily production quality, root cause analysis, or quality trends
- Document testing procedures, methodologies, or criteria
- Review and update standard operating procedures or quality assurance manuals
- Confer with marketing and sales departments to define client requirements and expectations
- Review quality documentation necessary for regulatory submissions and inspections.
Customer Service
GSI
10.2009 - 03.2011
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Refer unresolved customer grievances to designated departments for further investigation
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
Education
Associate of Arts - Criminal Justice
Keiser University
Melbourne, FLB.S. - Legal Studies
University of Central Florida
Skills
- Clerical
- Customer and Personal Service
- Administration and Management
- Active Listening
- Time Management
- Monitoring
- Telecommunications
- Quality Assurance
- Performance Assessment
- Performance Evaluation
- Supervisor collaboration
- Correction action planning
Timeline
Staff Development Coach
Christian Care Ministry
09.2023 - 04.2024
Quality Assurance Representative
CCM
01.2016 - Current
Administrative Services Managers
Spectrum-CCS
06.2014 - Current
Quality Assurance
Harp Marketing
03.2011 - 03.2012
Customer Service
GSI
10.2009 - 03.2011
Associate of Arts - Criminal Justice
Keiser University
B.S. - Legal Studies
University of Central Florida
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