Morrey Smith
Henderson,NV
Summary
Dedicated and results-oriented Customer Service Team Lead with six years of experience managing high-performing customer service teams. A Proven track record of enhancing customer satisfaction through effective team leadership, strategic problem-solving, and continuous process improvement. Committed to partnering with a forward-thinking company to leverage my expertise, continuously learn, and drive organizational success.
Overview
6
6
years of professional experience
Work History
Team Lead
IntouchCX
Las Vegas , NV
02.2024 - Current
- Guide a team of 20 Member Support Associates (MSAs) to provide courteous and accurate support to Peloton members while building rapport with members.
- Additionally, I reach out to escalated members to regain brand trust. I listen to member grievances and provide outcomes that benefit the member and Peloton.
- Provide constant training to my team of MSAs to ensure they are up to date with policies and procedures.
- Maintain a Member Satisfaction (MSAT) average of 4.7 of 5 and Quality score of 85% and better.
- Partner with the Operations Manager, Workforce Management Teams, HR, and Training Teams daily to ensure visibility, and alignment purposes.
Customer Service Representative
Progistics TAG (FragilePAK)
Las Vegas
07.2022 - 02.2024
- Exclusive department specializing in customer satisfaction during the shipping & delivery process
- (The Wine Enthusiasts) Partnering with warehouses throughout the United States and Puerto Rico to ensure deliveries are swift, correct, and an all-around pleasant experience
- I believe in working smarter, not harder
- At this time I am the Team Lead's "Right Hand Man" assisting in processing orders, creating sheets/docs to make our duties easier to understand, delegating assignments to my colleagues, as well as keeping myself organized
- The client gave me kudos in early November 2022 for my customer service, and follow-up skills
- Consignees are no longer bringing grievances to our client
- In mid November, the client expressed satisfaction with my entire team.
Team Leader
24-7 Intouch (Duke Energy)
Las Vegas
10.2020 - 07.2022
- When Knoah Solutions merged with 24-7 Intouch I managed a team of 14 agents
- Through weekly huddles, training, accountability coaching, expectation setting, and follow-ups, a successful team, that believed in the importance of representing Duke was established.
- stayed current with all policies, procedures, and SOPs
- I believed in 24-7 Intouch's company's CORE values and showed my agents why they should too through living the CORE values at work.
- I began as an agent with Knoah Solutions I was offered the SME position, followed by Team Lead before Knoah Solutions Merged with 24-7 Intouch. (Now known as IntiuchCX)
CSR - Trainer - Team Lead
Alpha Connect
Las Vegas
10.2018 - 09.2021
- Entry into the Call Center World
- Began as an agent, learned, and showed others the de-escalation pathway.
- I was offered a training position.
- I facilitated over 75 classes with a retention rate above 90%
- My approach is to teach to the median. Most of my classes graduated with scores in the mid-90 %.
- I was offered a promotion to Team Lead, where I had a team of 10 - 20 agents at any time during slow seasons.
- I was honored to assist HR and Operation Management in finding trends and areas of opportunity.
Education
HS Diploma -
Elizabeth Learning Center
07.2006
Crescent School Of Gaming & Bartending
Skills
- Work under pressure
- Manage & Maintain
- Deadlines
- Google Drive
- Conflict Resolution
- Delegation
- Microsoft Office
- Outlook
- Leadership
- Ability to speak & write legibly
- Training
- Heavy Lifting
- CDL Permit
- Payroll
- Active Listening Skill
- Fast Learner / Willingness to always improve
- Professional at all times
- Organized
- Holistic outview on life / work
Languages
- English
- Spanish
References
- Audra Amos, Current Boss at Progistics TAG, 702-327-7107
- Kathy Yanez, Boss at 24-7, 702-403-5730
- John Storms, Boss at Alpha Connect, 702-553-0663, 405
- Tia Hallenbeck, Personal Friend, 208-421-7729
- Lenix George, Personal Friend, 702-781-4240
- Eric Domingo, Former Boss at IntouchCX (Peloton), 630-251-0179
Affiliations
- In School for Nursing.
- I love working on making cars beautiful.
- I work with others to help achieve sobriety.
- Looking to be an active part of my church.
- I enjoy watching videos on Youtube. (Funny, educational, and uplifting topics)
Timeline
Team Lead
IntouchCX
02.2024 - Current
Customer Service Representative
Progistics TAG (FragilePAK)
07.2022 - 02.2024
Team Leader
24-7 Intouch (Duke Energy)
10.2020 - 07.2022
CSR - Trainer - Team Lead
Alpha Connect
10.2018 - 09.2021
HS Diploma -
Elizabeth Learning Center
Crescent School Of Gaming & Bartending