Marissa's Resume

Marissa D Sockwell

Objective:

Obtain a position that I can us my abilities to contribute to your organization.

Profile

• Nearly 16 years experience as a professional Call Center Supervisor.

• 2 years experience as an Insurance Agent in Oklahoma, Missouri, and Texas.

• Ability to train/coach/motivate employees to be the best they can be.

• Goal-oriented individual with strong leadership capabilities.

• Organized, highly motivated, and detail-directed problem solver.

• Proven ability to work in unison with staff, management, and above all our customers.

Education

HS Diploma Marion, Kansas 1976

• Dale Carnegie sales/customer service/management courses.

• Edward Deming’s Management Philosophy.

• Tech Skill certified Microsoft Office/Word/Excel/PowerPoint.

• Francis Tuttle Vo-Tech courses in Health/Life/Accident insurance.

Relevant Experience & Accomplishments

• Extensive call center and office experience.

• Expanded a small one dimensional call center into a world class call center with many dimensions.

• Maintained a 90% and above service level with 3,000 calls per day.

• Possess strong team leadership, motivational, and coaching skills.

• Maintain a coaching style and establish performance goals to meet efficiency levels, sales targets, and quality assurance strategies.

• Building a team that effectively supports client needs.

• Developing superior customer service teams.

• Leading workflow distribution and floor supervision to ensure satisfactory service levels.

• Hiring, training/developing, coaching, motivating, evaluating qualified teams.

• Maintaining service, talk/wrap time, data, both client and customer satisfaction levels.

• Empowering team and individuals to enable growth and accomplishments.

• Maintaining a fun and productive work environment.

• Proficient Microsoft Office, Excel, Word, and PowerPoint; telephony and proprietary call center systems.

Management/Supervision

• Directed recruitment and retention of supervisors and staff of 35 employees.

• Trained, supervised and evaluated staff, coached improvement management skills.

• Resulted in multilateral staff achievement of work objectives.

• Maintain record, analyze reports, and produce timely and accurate reports.

• Explores and implements new ways to improve employee morale while tuning into employee needs and goals.

• Perform quality checks, develop and review performance reports, identify areas to implement measures to improve performance levels and meet objectives.

• Develop a system and call scripts to facilitate the efficient management of call volume.

• Ensure adherence to company policies and procedural guidelines.

• Expedited and facilitated the escalation of customer service issues.

Employment

Insurance Agent, Oklahoma, Texas, Missouri

• Provide private professional case management service for dependent adults. 8/06-present

Field Safety Technician, Total Safety Nederland, Texas

• Provide safety supervision in confined spaces for refinery operations.

• Directed field operation radio communications.

Contract Completed 3/08-5/08

Fire Safety Technician, Bay Safety Robinson, Illinois

• Provide fire safety supervision in confined spaces for refinery operations.

Contract Completed 11/08-12/08

Call Center Supervisor, Great Plains Coca-Cola Oklahoma City, Oklahoma

• Supervise call center operations as a liaison between customers, employees, management, and board of directors.

Workforce Layoff, 30 supervisors 9/87-12/05

Will Relocate and travel as needed.

Community

Involvement

Health Leadership Steering Committee, St Lukes United Methodist Church.

Bus Attendant, Studio 222 after school program for unsupervised kids for St Luke’s UMC.

Military Prayer Team Member, St Luke’s UMC.

Honors & Awards Top Customer Service Representative 89’ & 90’

Top Sales Representative 89’ & 90’

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