Subject matter expert
Resume:
MARCEDIES RHODES
Dallas, TX *****
**************@*****.***
Noteworthy Subject Matter Expert offers senior guidance on technical and programmatic requirements and derivation tasks. Frequently communicates cross-functionally in dynamic environment to deliver presentations and exchange accurate information. Performance- oriented and responsive with solid record of Customer service industry accomplishment over 6-year career. Effortlessly stay on top of day-to-day needs and special projects by leveraging top-notch leadership, problem-solving and project management abilities. Specialize in Customer management. Skilled team player with strong background in Call-center and remote environments. Works well independently to handle assignments and always ready to go beyond basics assignments. Quick learner with good computer abilities. Motivated college student, currently enrolled and seeking opportunity to apply skills in database management, spreadsheet and other computer applications to meet challenging work assignments and support management team. Excellent at communicating, writing and editing. Keen attention to detail and focused on meeting deadlines. Work Experience
Sme(subject Matter Expert)
VIVIDSEATS-Coppell, TX
April 2022 to Present
Mentored junior agents within the team, sharing insights and best practices to support their professional growth and contributions to the agency's success.
Solved complex business and functional problems with potential to derail or end critical projects. Recommended improvements to current business processes with evidence-based advice. Led team members in planning and reviewed policy and industry standards to advise on best practices. Developed custom workflows integrating modern web technologies. Served as expert on topics related to governance frameworks and organizational decision- making models.
Conversed with senior leadership to extend sphere of influence across divisions and departments. Tier 2 Eslacation Agent
BRINKS-Dallas, TX
May 2021 to August 2021
Customer service and Tier 2 escalation for customer service Provided data entry, account updates, and providing tier up sales for customers Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service
Met customer call guidelines for service levels, handle time and productivity Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues Collaborated with cross-functional teams to identify root causes of escalated issues and implement long- term solutions
Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients' unique needs
Answered customer telephone calls promptly to avoid on-hold wait times Cross-trained and backed up other customer service managers Provided upsell on services to keep customer from disconnecting services. Agents Customer Service
STATEFARM-Richardson, TX
January 2021 to May 2021
Handled inbound calls for insurance agents to provide update information on pending applications, changes to existing insurance, data entry and checking status of pending orders and providing general assistance for agents looking to confirm information regarding setting up applications Handled Data entry of applications
Handled inbound calls between 50-80 daily
Trained knowledge on how to go over insurance policies Provided professional services and support in dynamic work environment Paid attention to detail while completing assignments Excellent communication skills, both verbal and written Gained extensive knowledge in data entry, analysis and reporting Used critical thinking to break down problems, evaluate solutions and make decisions. Traffic Manager
NATIONAL MONITORING CENTER-Irving, TX
August 2019 to March 2021
Adhered to safety protocols by enforcing proper equipment usage Taking inbound and outbound for emergency alarm services and routing calls to correct departments as needed
Within year, worked to become Alarm room supervisor for agent scheduling/training
/advisory roles
Produce and provided training for agents and leadership Within same year, raised to Traffic manager(supervisor) in charge of handling incoming traffic of inbound calls/emails/handled data entry from client
First point of contact in high alarm/call inbound and outbound Phone calls daily were between 30-100
Trained and mentored new staff on cleaning and safety protocols Demonstrated respect, friendliness and willingness to help wherever needed Worked flexible hours across night, weekend, and holiday shifts Worked effectively in fast-paced environments
Trained and mentored all new personnel to maximize quality of service and performance. Education
Online course in Data Analyst
Southern Careers Institute Inc Dallas
June 2024 to Present
GED
East Field College - Dallas, TX
January 2017 to January 2017
Skills
• Conflict Resolution Leadership development
Team development and learning Team collaboration and growth Employee management and Schedule Management
engagement Flexible Schedule
Problem-solving skills Critical Thinking
Career Growth Strategy Development Industry Expertise Troubleshoot service issues Goal Setting
Team Collaboration Written Communication
Problem-Solving Decision-Making
Active Listening Teamwork and Collaboration
• Mentoring
• Writing Skills
• Office Management
• SharePoint
Assessments
Customer Service Skills — Proficient
November 2018
Measures a candidate's skill in evaluating approaches to customer service & satisfaction. Full results: Proficient
Work style: Reliability — Proficient
March 2022
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Protecting patient privacy — Proficient
March 2022
Understanding privacy rules and regulations associated with patient records Full results: Proficient
Customer service — Proficient
April 2022
Identifying and resolving common customer issues
Full results: Proficient
Recruiting — Proficient
March 2022
Managing the candidate sourcing and selection process Full results: Proficient
Work style: Reliability — Completed
July 2024
Tendency to be reliable, dependable, and accountable at work Full results: Completed
Call center customer service — Proficient
November 2021
Demonstrating customer service skills in a call center setting Full results: Proficient
Scheduling — Proficient
March 2022
Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Proficient
Administrative assistant/receptionist — Proficient March 2022
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Customer focus & orientation — Proficient
November 2021
Responding to customer situations with sensitivity Full results: Proficient
Attention to detail — Proficient
March 2022
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Food service: Customer situations — Proficient
May 2024
Identifying and addressing customer needs in a food service setting Full results: Proficient
Data entry: Attention to detail — Proficient
June 2024
Maintaining data integrity by detecting errors
Full results: Proficient
Typing — Proficient
June 2024
Transcribing text
Full results: Proficient
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