Customer Service Manager
Resume:
Marschelle R. Drake
***********@***.***
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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