Pri Anna Mason
Summary
Results-driven Call Center Supervisor with extensive experience in customer service, coaching, and team development. Strong background in Medicare and Marketplace support, ensuring compliance with regulations and policies. Adept at training and mentoring new hires, optimizing team performance, and enhancing organizational efficiency. Proven ability to handle high call volumes while maintaining professionalism and quality service.
Overview
7
7
years of professional experience
Work History
Customer Service Representative - Mentor
TDB Communications
10.2024 - Current
- Delivered exceptional customer service to Medicare and Marketplace Beneficiaries, addressing inquires and assisting with online applications.
- Providing support to callers with finishing and or filling out online applications
- Maintaining up-to-date knowledge of federal regulations and policies, ensuring compliance in all customer interactions.
- Resolving customer complaints and concerns with professionalism and efficiency.
- Supporting new hire classes with training and feedback through floor walking and side by side mentor support
- Successfully managed high call volumes while maintaining accuracy and attention to detail.
- TDB mentor since 2023-current
Stylist
Prianna Designs, LLC
10.2019 - Current
- Serving as hair and makeup-stylist for the greater Philadelphia and Virginia areas
- Providing one-to-one services, such as hair and makeup for weddings, proms, birthday photos, etc
- Providing hair cutting, coloring, styling and makeup applications with the most up to date products and technology within licensed guidelines
- Developing customer service, customer relations and organizational skills
- Built and retaining loyal a client base through insightful recommendations, meaningful conversations and knowledge of hair and make-up trends
Customer Service Supervisor
TDB Communications
10.2024 - 02.2025
- Supervised and coached CSRs to improve productivity, quality, attendance, and compliance with Medicare and Marketplace guidelines.
- Provided real-time coaching and mentorship to enhance team performance and customer satisfaction.
- Conducted training sessions and delivered ongoing feedback to support employee development.
- Collaborated with management and other supervisors to enforce call center policies and best practices.
- Ensured efficient workflow and adherence to quality standards, maintaining a high level or organizational effectiveness.
Waitress
Landmark Americana Grill
04.2018 - 10.2019
- Served as table server and special events coordinator at popular bar and grill restaurant
- Learned to work in a fast-paced environment
- Gained accounting knowledge while managing cash and credit card transactions
- Developed ability to multi-task, listen and manage customer requests with adhering to all customer service and safety procedures
Education
BS - Psychology
Lock Haven University
01.2027
Cosmetology Certification -
Venus Beauty Academy
Sharon Hill, PA01.2018
Skills
- Call Center Operations & supervision
- Customer Service & Conflict Resolution
- Medicare & Marketplace Knowledge
- Coaching & Employee Development
- Training & Mentorship Programs
- Organizational & Time Management Skills
- Performance Monitoring & Quality Assurance
- Process Improvement & Compliance Education
Timeline
Customer Service Representative - Mentor
TDB Communications
10.2024 - Current
Customer Service Supervisor
TDB Communications
10.2024 - 02.2025
Stylist
Prianna Designs, LLC
10.2019 - Current
Waitress
Landmark Americana Grill
04.2018 - 10.2019
BS - Psychology
Lock Haven University
Cosmetology Certification -
Venus Beauty Academy
Similar Profiles
LACHE JETERLACHE JETER
Call Center Agent at TDB CommunicationsCall Center Agent at TDB Communications
Paul ShackelfordPaul Shackelford
Customer Service Supervisor at TDB CommunicationsCustomer Service Supervisor at TDB Communications
Melody SanchezMelody Sanchez
Case Manager- DC DOES Job Readiness Program at TDB CommunicationsCase Manager- DC DOES Job Readiness Program at TDB Communications