Summary
Overview
Work History
Education
Skills
Timeline
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Markeia Parker

Annapolis,MD

Summary

Seasoned Call Center Team Lead familiar with handling 85 calls in busy, high-volume environments by applying advanced listening, communication and problem-solving skills to diverse customer concerns. Excellent trainer and coach with 4 years of related experience.


Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

8
8
years of professional experience

Work History

Senior Call Center Representative

Anne Arundel Urology
11.2020 - 06.2025
  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Generated reports detailing metrics such as call times and satisfaction ratings.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Oversaw team of 4 agents focused on incoming/outgoing calls.
  • Responded proactively and positively to rapid change.
  • Responded to team support questions quickly to maintain call center efficiency.
  • Use Allscripts and Urochart software.

Stock Associate

Bed Bath & Beyond
09.2018 - 11.2020
  • Maintained effective team member communication.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Greeted customers and directed to requested products.
  • Answered customer questions and provided detailed product information.
  • Managed inventory storage in clean and organized fashion.
  • Assisted customers by finding items quickly to boost store satisfaction rates.
  • Unloaded, sorted and stocked merchandise according to store layout and product placement.
  • Organized merchandise stockroom to optimize space and improve access to products.

Front Desk Associate

Strong Smiles Dental Care
04.2017 - 04.2018
  • Maintained cleanliness and organization of front desk area.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Used internal software to process reservations, check-ins and check-outs.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Collected room deposits, fees, and payments.

Education

High School Diploma -

Annapolis High School
Annapolis, MD
06.2009

Skills

  • Workflow Processes
  • Stock Control
  • Customer Feedback
  • Clerical Support
  • Policy and Procedure Adherence
  • Patient Information
  • Understanding Customer Needs
  • Microsoft Office

Timeline

Senior Call Center Representative

Anne Arundel Urology
11.2020 - 06.2025

Stock Associate

Bed Bath & Beyond
09.2018 - 11.2020

Front Desk Associate

Strong Smiles Dental Care
04.2017 - 04.2018

High School Diploma -

Annapolis High School

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Markeia Parker