Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tekela Marshall

Summerville,SC

Summary

Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Contact Center Supervisor

Roper St. Francis Healthcare
04.2020 - Current
  • Directed, guided, coached, and mentored team of 18 agents and surpassed individual and corporate goals.
  • Supervised and tracked phone and chat activity using various contact center applications and software tools.
  • Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
  • Developed and executed contact strategies and improved end-to-end processes and client satisfaction ratings.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.

Call Center Operator/Team Lead

Roper St.Francis Healthcare
09.2016 - 04.2020
  • Communicate ideas for improving department processes.
  • Handled advanced issues with calm, knowledgeable, and professional approach.
  • Responded to team support questions quickly to maintain call center efficiency.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Oversaw team of 18 agents focused on Inbound Scheduling calls

Call Center Operator

Verizon Wireless
11.2013 - 12.2015
  • Charged with bringing open consumer and small business accounts current while maintaining favorable relationships conducive to future business.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responsibilities include handling both inbound and outbound telephone calls related to past-due accounts.
  • Provide timely assistance to customers asserting that they have already paid; conduct internal research of computerized records to locate misapplied payments or payments applied to customers' second or third account; perform appropriate data input to correct misapplied payments; and/or explain to customers where their payment had been applied.
  • Assist with all areas of first-call resolution and played strategic role in mentoring, assisting and motivating my team.

Education

Associate of Science -

American College of Technology
Saint Joseph, MO
09.2016

High School Diploma -

Summerville High School
Summerville, SC
06.2006

Skills

  • Information Tracking
  • Performance Evaluation
  • Strategic Planning
  • Employee Coaching
  • Quality Assurance
  • Operations Management
  • Timekeeping Abilities
  • Scheduling Proficiency
  • Employee Motivation
  • MyChart Expertise
  • EPIC
  • Microsoft Office

Certification

  • Business Intelligence, HFMA- 2023
  • Revenue Cycle Representative, HFMA - 2023

Timeline

Contact Center Supervisor

Roper St. Francis Healthcare
04.2020 - Current

Call Center Operator/Team Lead

Roper St.Francis Healthcare
09.2016 - 04.2020

Call Center Operator

Verizon Wireless
11.2013 - 12.2015

Associate of Science -

American College of Technology

High School Diploma -

Summerville High School

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Tekela Marshall