Call Center Project Management

Gloria Harvey Marshall

Program Management

******.******.********@*****.*** • 901-***-****

LinkedIn • Cordova, TN 38016

Accomplished and results-driven professional with extensive leadership experience in driving impactful initiatives and fostering operational excellence across diverse organizations. Adept at leading cross-functional teams and managing large-scale programs for outsourced call centers. Skilled in identifying knowledge gaps and implementing targeted training programs to enhance frontline readiness and reduce customer resolution time. Proficient in building and maintaining lucrative vendor relationships while optimizing performance and achieving cost savings. Track record of developing and executing agent readiness programs that result in marked increases in efficiency and revenue. Committed to continuous improvement and excellence, with accolades for leadership and performance management.

Areas of Expertise

Strategic Planning

Process Improvement

Vendor Management

Call Center Operations

Program & Project Management

Team Building & Leadership

Change Management

Customer Service & Satisfaction

Data Analysis

Training & Development

Performance Management

Cross-functional Collaboration

Professional Experience

Enterprise Mobility, Memphis TN

Rental Management Asst. Branch Manager

2024 — Present

Oversee the day-to-day counter operations of the tri-brand (Enterprise, Alamo, & National) car rental branch in the Memphis Airport while managing a fleet of 2200 vehicles and 55 direct reports. Daily duties include motivating a team of frontline agents, interns, auto-detailers, and drivers. Supports initiatives to improve sales & marketing, customer service, and grow revenue.

Key Achievements:

●Improved eSQI (Employee Service Quality Index) from a 77 to 84 over a 6-month period.

●Created effective weekend scheduling resulting in higher employee morale.

●Recognized as the “MVP” for exceptional performance and role model.

T-Mobile, Remote

Senior Program Manager

2020 — 2023

Led programs and initiatives for outsourced call centers supporting T-Mobile’s vision. Evaluated performance and knowledge gaps by identifying knowledge gaps and creating targeted training programs in collaboration with directors and operation managers. Ensured frontline readiness and knowledge gap reduction through reporting analysis, call monitoring, and close partnership with operations. Devised weekly resources and facilitated feedback sessions for continuous education.

Key Achievements:

●Boosted Net Promoter Score (NPS) by 30 basis points through managing a 36-month post-merger migration program for billing transition of 1.2M Sprint customers to T-Mobile.

●Administered T-Mobile programs to enhance agent readiness and boost revenue in 60+ outsourced call centers, spanning 15 countries, and involving 40K employees.

●Drove a 20% increase in gross-adds and a 12% reduction in customer resolution time through effective execution of agent readiness and revenue programs.

●Recognized for exceptional performance with the Un-carrier and Values All-Star Awards, reflecting commitment to excellence and leadership in program management.

Sprint, Panama City, FL

Performance Improvement Manager (2020)

2012 — 2020

Collaborated with executives to uncover project opportunities and initiatives. Supervised assigned performance enhancement projects by utilizing team building, data collection, analysis, and issue resolution techniques. Facilitated team-building exercises to foster collaboration and drive project success within cross-functional teams. Developed and updated training materials and tools to support the continuous improvement of frontline staff capabilities.

Key Achievements:

●Initiated a 3-month campaign to evaluate frontline empowerment and supervisors' efficiency, using process enhancement methods to pinpoint bottlenecks.

●Enhanced supervisors' productivity by 30% through the implementation of an agent empowerment initiative.

●Integrated process modifications, profile enhancements, system updates, new tools, and behavioral training for 8K outsourced frontline staff.

Vendor Manager

2012 — 2020

Oversaw relationships, assessed performance, and delivered daily feedback and updates to executive leadership for 11 outsourced call centers across 4 countries, supervising 5K employees during 8-year span. Streamlined speed to competency by transforming a 10-week new hire program into a 6-week initiative. Established daily and weekly accountability sessions focusing on change management, training, and coaching.

Key Achievements:

●Led over 30 strategic retention initiatives that resulted in a 2% reduction in customer churn and generated annual cost savings of $3.2M through enhanced save effort training and novel offer strategies.

●Coordinated corporate training to develop new content addressing performance metric challenges and setting value-added goals, leading to annual savings of $5M.

●Enhanced operational cadence of supervisor huddles and feedback loops.

●Awarded the Crown Club honor for outstanding performance across key metrics including Net Promoter Score (NPS), Customer Resolution Time (CRT), Sales, and Retention.

Additional Experience

Site Senior Manager, Sprint, Panama City, FL

Operations Manager, Sprint, Charlotte, NC

Education

Bachelor of Business Administration Magna Cum Laude

Strayer University, Charlotte, NC

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