Dynamic Customer Service & Operations Leader
Resume:
Mallery Dailey
*** ***** ** *******, **, TN ***** +1-901-***-**** **********@*****.***
Professional Summary
Dynamic professional with 20+ years of experience in customer service and operations management. Proven expertise in scheduling, data entry, and administrative support, reinforced by leadership and supervisory roles. Adept at coordinating staffing, supporting recruitment efforts, and maintaining meticulous records. Possesses strong organizational, multitasking, and communication skills essential for effective remote coordination and administrative efficiency.
Work Experience
Professional Organizer/Owner
Neatly NOW Memphis, TN
April 2024 to Present
• Manage day-to-day operations ensuring efficient scheduling and client coordination
• Organize home spaces including closets, pantries, refrigerators, and garages to improve client satisfaction
• Maintain detailed records of appointments and client communications to support operational efficiency CSR - Customer Service Representative
Everise Remote
September 2022 to March 2024
• Answered inbound calls and assisted members with Medicare insurance inquiries, ensuring clear communication and problem resolution
• Managed outbound calls to maintain continuous member support and scheduling accuracy
• Reviewed benefits, claims, authorizations, and order placements with high attention to detail
• Consistently achieved 95-100% accuracy in Quality Assurance evaluations
• Promoted to supervisor and completed leadership training, enhancing team coordination and administrative oversight Front Desk Receptionist
OrthoSouth Memphis, TN
April 2021 to November 2021
• Managed front desk operations including patient check-ins and scheduling in a fast-paced medical environment
• Provided empathetic communication to patients experiencing pain, ensuring a positive experience
• Coordinated appointment flow to optimize patient wait times and staff availability Customer Service Specialist
Service Experts Heating & Air Conditioning Remote February 2020 to February 2021
• Handled inbound and outbound calls daily to support customer service and scheduling needs
• Assisted with dispatching technicians, coordinating schedules to ensure timely service delivery
• Supported billing processes and performed accurate data entry to maintain records Operations Manager
Best in Class Maids Remote
January 2019 to January 2020
• Directed daily operations including scheduling, payroll, billing, invoicing, and HR functions
• Recruited, trained, and supervised staff to maintain optimal team performance and coverage
• Analyzed financial data to improve profitability and operational efficiency
• Implemented strategies to enhance customer service quality and staff productivity Agent Manager
Vicky Virtual Receptionists Call Center Remote
July 2015 to January 2019
• Managed and coordinated call center operations to maximize productivity and staffing coverage
• Recruited, trained, and supervised agents, providing feedback to improve efficiency and service quality
• Managed payroll accounts and maintained accurate scheduling records
• Analyzed call and live chat data to support operational decisions
• Delivered professional and friendly customer service on every call, ensuring clear communication and issue resolution Education
Radiology (AAS)
Anthem Career College-Memphis Memphis, TN
2011 to 2013
High school diploma or GED
Hillcrest High School Remote
Radiology (Associate's degree)
Remote
Healthcare Administration (Some college)
Memphis, TN
Medical Billing & Coding (Trade school)
Concorde Career College-Memphis
Skills
Scheduling Administrative support Recruitment Communication skills Data entry Customer service Payroll Staff supervision Organizational skills Time management Problem-solving Attention to detail Applicant tracking systems Microsoft Office Remote work Languages
Fluent
Certifications and Licenses
Cerified Xray Tech
Present
Driver's License
Certified Medical Assistant
CPR Certification
Additional Information
Authorized to work in the US for any employer
Mallery Dailey
Memphis, TN
Dear Hiring Manager,
In my current position, I am the agent manager at Vicky Virtual Receptionists Answering Service. My role is to manage agents, set up client call handling instructions in order to successfully complete calls for each client, hiring and training new agents, responding to client requests and also responsible for keeping track of agent hours and submitting payroll. I possess a combination of skills and experience that make me stand out. I have strong organizational skills, ability to multi-task, and detail-oriented. I am extremely efficient and take pride in my work. I am also very reliable and flexible as well. I deliver exceptional results given I have the tools for success to do so. In past jobs, I was the go-to person for time-sensitive projects. I have 15 years of customer service and clerical experience. I have a wonderful work ethic and great attitude! Looking forward to hearing from you.
Respectfully,
Mallery Dailey
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