Marschelle R. Drake

313-***-****

acfwff@r.postjobfree.com

HR Management

Consumer Sales and Services - Project Management- Training & Development

• Fourteen years of personnel management, HR staff Training and development and office supervision within

a call center environment

• Skilled in new start up operations and managing expense budgets up to $1.2 million

• Developed and implemented Quality Control survey to identify Business Requirements and Change Request

to enhance Vendor relationships with AT&T

• Market Launch Coordination and Training for Service Providers

Professional Experience

Comcast

Call Center Supervisor, January 2014- Present

• Manage and direct the daily activities of 14 customer care agents to retain and gain customers

• Provide ongoing coaching and development with evaluations, performance plans and quality calibrations

• Administer and monitor FMLA, ADA, and LOA attendance request

• Workforce management using IEX total view

AT&T

Vendor Call Center Manager, Emerging Products, Dallas 2012-October 2013

• Managed the implementation of launch preparedness for new business unit which required staffing and

process changes for direct and indirect customers

• Responsible for identifying training opportunities to improve the Digital Life installation customer experience

• Created Customer survey that helped to reduce negative customer feedback from 40% to 15%

• Completed onboarding process for new firms, to market areas were properly staffed

Vendor Manager Environmental Services Call Center, Dallas 2011-2012

• Project managed the environmental compliance of AT&T owned Petroleum Storage Tanks to ensure safety

standards for the State of California

• Through detailed organization, maintained an annual and quarterly budget of 1.2 million, by ensuring vendor

invoices were submitted, processed and approved within a timely manner

• Maintained 99.9% testing compliance rate for three hundred plus AT&T owned Petroleum Storage Tanks

within the State of California

• Worked under strict guidelines to support direct and indirect client relationships to ensure compliance with

state regulatory documents

Network Call Center Services Manager, Dallas 2007-2011

• Managed and coached a team of 31 unionized Field technicians to adapt to a call center culture and respond

to service orders that required dispatch to the Central Office to restore customers' outages

• Daily management of work force levels and workloads ensuring that High End Business Wireless customers

realized a high quality end-to-end service experience

• Call monitoring and Quality observation to ensure business standards are being met

• Project managed efforts of the center, to ensure daily metrics are met

Customer Service Call Center Manager, Michigan 2004-2007

• Managed and coached a team of 20 unionized service representatives to meet and exceed Sales Objectives for

Phone, Internet, TV and Wireless products

• Responsible for workload distribution to ensure 24 hour response time is met for customer inquiries

• Through coaching, training and development, teams' sales resulted in 116% of goal for Phone, 112% of goal

for Internet, 164% of goal for TV and 279% of goal for Wireless sales

• Assist with escalated calls from irate customers that required a supervisor involvement

HR Training & Development Manager, Michigan 2002-2004

• Deliver training to Service Representatives and Managers to ensure required skills are learned

• Conduct Root cause Analysis on low performing Service Representatives

• Develop and execute individual student development plans to increase performance

• Coach for improved performance

Customer Service Representatives 1999-2002

• Used multiple systems to successfully collect on Inbound and Outbound delinquent accounts

• Acted as Service Leader in the absence of management, to assist with irate customer contacts

• Selected to participate in various special projects to assist with the needs of the business

• Negotiate satisfactory payment arrangements with Irate customers

Education

I have completed 92 credit hours towards a Bachelors degree with a major in Organization Administration and a minor

in Human Resource management from Central Michigan University and Dallas Baptist University. I currently hold a

3.83 Grade Point Average and have an anticipated completion date of May 2014.

Skills

Proficient in all Microsoft Suite products (Access, Excel, PowerPoint, Outlook)

Business Objects

PeopleSoft (CRM)

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