Customer Service Manager
Resume:
Marsha Burrell
Email: *********@********.***
Address: **** ** **** *****
City: Coconut Creek
State: FL
Zip: 33066
Country: USA
Phone: 954-***-****
Skill Level: Director
Salary Range: $60,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
MARSHA-ANN BURRELL
*********@********.***
Ft. Lauderdale, FL 33066
Highly Accomplished Leader
Education aai Sales aai Operations
Ambitious and accomplished Leader with proven ability to drive business growth, motivate high-performing teams, and retain key clients in various industries including customer service, sales and education. During my career I have applied initiatives that improved client acquisition and client and employee retention, while increasing profitability. I am a catalyst for organizational growth through key relationship building skills and improvements to work environment, while ensuring a strong sense of team. As a Visionary leader with a strong dedication to sourcing, motivating, inspiring and developing top-flight personnel, I have a great passion for the Education Sector and a drive to help students and employees realize their true potential and realize their dreams.
PROFESSIONAL EXPERIENCE
ATI COLLEGE OF HEALTH aaiaii Miami, FL 2011 aaiaii October 2012
Director of Admissions
Manage, lead, schedule and directed thirteen admissions personnel for a 450+ campus population. Related initiatives included hiring of Admissions personnel, facilitating training, performed necessary data analysis, established and forecast new student and readmissions plans and goals. As a DOA I also completed monthly evaluations, ongoing daily observations, attrition prevention via coaching and training and ensured compliance with all standards, ethical standards and compliance with all federal, state and accreditation requirements
- Achieved goals by realizing over 130%+ of budget to actual percentage of starts.
- Reduce the Cancel Reverse percentage for the campus by 73%.
- Increased Registration to Start percentage from 75% to 85%
- Amplified college revenue by over 50%.
- Certified Norton Norris EnrollMatch Trainer
KAPLAN UNIVERSITY aaiaii Ft. Lauderdale, FL 2010 aaiaii 2011
Senior Admissions Advisor
Recruited and interviewed prospective allied health program students, including Registered Nurses for Kaplanaaiais professional programs. Managed student files and complied with admissions standards regarding setting realistic student expectations. Forged long-term relationships with prospective and students. Facilitated training for admission team members.
- Increased employee motivation and retention by leading team to consistently surpass goals.
- Received Employee of the Month awards for 10 of 13 months of employment.
AMERICAN EXPRESS aaiaii Plantation, Florida 2006 aaiaii 2009
Account Manager aaiaii Membership Consulting Services
Manage American Express High Value Card Members in retention process, advising members on card benefits to ensure continued membership. Leveraged consultative selling techniques.
MARSHA-ANN BURRELL aai *********@********.*** aai 954-***-**** aai Page 2
- Continuously exceeded monthly retention save rate, ranking in Top Five overall performers.
- Selected to Trained and Coached a team of 40+ new team members at a new location that was open in TX
- Directorate Rep. for Employee Engagement Committee, featured in Ft. Lauderdale Newsletter.
E-SERVICES GROUP INTERNATIONAL aaiaii Portmore, Jamaica 2004 aaiaii 2006
Call Center Operations Manager aaiaii XMRadio Account (2004-2006)
Formed and led team of 120 employees in a dynamic and innovative environment. Ensured attainment of key performance indicators and service levels, reviewing account performance on weekly basis through international client operations calls. Orchestrated training to enhance performance of Listener Care Representatives and Team Managers. Collaborated with Team Managers, Work Force Analysis, and Listener Care Representatives to development strategies to enhance working environment and promote team spirit. Reviewed and signed off on weekly payroll.
- Grew account from 20 employees to over 110 employees in two years.
Call Center Customer Service & Retention Supervisor aaiaii Caremark Account (2000-2004)
Excelled in management of 23 Customer Care Representatives, analyzing daily and weekly performance, and providing regular feedback and training as needed. Orchestrated coaching and training on product knowledge, policies, and procedures.
- Received Team Leader of the Year (2003) and Employee of the Year (2004) awards.
- Supported employee goal attainment by providing individualized coaching.
- Pioneered employee engagement program, resulting in increased employee motivation.
- Championed a Monthly Award program rewarding top performers who over achieved goals and maintained excellent attendance and accountability.
APPLE VACATIONS JAMAICA LTD aaiaii Montego Bay, Jamaica 1997 aaiaii 1999
Lead Reservation Agent
Used Sabre to market air and hotel packages for Caribbean and Mexican vacations. Supported new employee on boarding by providing comprehensive training.
- Exceeded monthly reservations quota.
- Ranked as Top Selling Reservations Agent aaiaii 1998.
- Launched organized quick filing system providing efficient access to hotel information.
EDUCATION
Associate of Applied Science in Health Information Technology, Kaplan University
Presidents List & Deans List
Alpha Beta Kappa Honor Society
CERTIFICATES
aai NORTON NORRIS aaiaii Certified EnrollMatch Trainer & FAPSC - Admissions Compliance Training
COMPUTER SKILLS
aai Experienced CampusVue and all Microsoft programs as well as Call Center Operations Reporting and Monitoring Systems: IEX, Symposium Web Client, CMS, Business Objects, Soft Phone, NICE Universe, e-Talk, Live Person, Orion, CRM, Lead360, and qfiniti recording systems.
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