Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Tosha Gezley

Murfreesboro,TN

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

14
14
years of professional experience

Work History

Head of Sales & Marketing

Flail-Master
05.2023 - Current
  • Deliver consistent growth in both revenue and market share through aggressive sales tactics and targeted marketing efforts through both social media & mailings.
  • Develop creative presentations, trend reports, kitted assets, and product data sheets.
  • Lead team of marketing professionals, offering mentoring and coaching to build knowledge and skills.
  • Identify weaknesses in existing marketing campaigns to develop pragmatic solutions within budgetary constraints.
  • Exceed sales quotas and increased profitability through effective sales strategy and business planning.

Call center Supervisor

Wayne Perry & Associates/Xtend Healthcare
07.2015 - 04.2016
  • Assisting customer service representatives with reprocessing insurance claims, verifying why claims were either denied or received very little payment from the patient’s insurance provider, as well as communicating patients charges to the patient.
  • Take over escalations and resolve the customer’s concerns in a timely fashion.
  • Coach and develop representatives on how to be able to assist their patients more efficiently & effectively to increase quality.
  • Trained team members on performance metrics and consumer behavior identification.
  • Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.

Supervisor in PSS dept.

Asurion
04.2012 - 05.2015
  • Managed teams of 12 - 15 advanced technical support representatives & led most to top 10 percentile of the company.
  • Used system tools such as: CMS & RTA to monitor queue and keep my team updated as well as monitor my teams call/hold/acw/aux times, Sharepoint/InfoPath to document, share and pull policies, Microsoft office (outlook, excel, Powerpoint, Word, etc) for corrective action, documenting coaching’s, as well as to create/perform presentations for weekly team meetings and Quarterly business reviews, Workday (Internal HR system) for transferring employee’s to other teams, terminate or document yearly reviews, etc., Kronos for time card approvals and more, Qfinity/eTalk for listening to/grading calls to determine both good and bad behaviors, etc. in order to coach/drive improvement & CRM to view customer information and case’s created by the TSR’s.
  • Championed continuous improvement efforts within the organization by promoting best practices for processes, tools, or technologies.

Sales Support Supervisor

School Specialty Inc. featuring Premier
05.2010 - 11.2011
  • Managed teams of 10 - 12 Sales Admin.’s by providing training and support to ensure success, used CMS to monitored queue & to pull reports to ensure proper use of Avaya phone as well as no aux abuse
  • Monitored calls via internal system with screen recordings to provide feedback, ensure all policies are being followed & no systems are being abused or used for illegal access of client information
  • Provided coaching's and corrective actions when necessary and documented via Sharepoint and CRM to view cases created by the SSR.
  • Streamlined the order management process for faster turnaround times, resulting in increased customer satisfaction.
  • Improved internal communication channels within the sales organization through regular meetings, updates, and collaborative tools like shared document repositories.

Education

Associates Degree in Business Management -

Kaplan University
11.2011

Skills

  • Sales Forecasting
  • Performance Tracking
  • Ticket support system management
  • Escalation management
  • Call Center Operations
  • Complaint resolution
  • Technical Support
  • Employee Coaching
  • Training delivery
  • Sales expertise

Additional Information

I have strong communication skills, approachable and easy to work with. I am punctual, knowledgeable, quick at adapting to change and always striving for improvement. I love to motivate my employees to strive for excellence by creating a fun and inviting atmosphere, but also by getting their buy in on and driving the company's core values, performance requirements and integrity.

Timeline

Head of Sales & Marketing

Flail-Master
05.2023 - Current

Call center Supervisor

Wayne Perry & Associates/Xtend Healthcare
07.2015 - 04.2016

Supervisor in PSS dept.

Asurion
04.2012 - 05.2015

Sales Support Supervisor

School Specialty Inc. featuring Premier
05.2010 - 11.2011

Associates Degree in Business Management -

Kaplan University

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Tosha Gezley