Marquerite Boyd
Suitland
Summary
Proven leader in call center operations with strong skills in team collaboration, problem-solving, and process improvement. Committed to enhancing customer satisfaction through effective training and mentoring.
Overview
35
35
years of professional experience
Work History
Call Center Supervisor
Kaiser Permanente
new carrollton
08.2022 - Current
- Supervised daily operations of call center staff for quality service delivery.
- Trained new employees on protocols and customer service standards.
- Managed scheduling to ensure adequate coverage during peak hours.
- Resolved escalated customer issues with effective communication techniques.
- Monitored performance metrics to pinpoint areas for targeted improvement.
- Implemented feedback systems to gather employee insights on processes.
- Coordinated with management to align team goals with organizational objectives.
- Provided guidance, training, coaching and mentoring to call center team members.
Office mgr/Bookkeeper
Accounting Solutions First
Temple Hills
01.2011 - 12.2022
- As an office manager, I managed office operations and staff activities.
- Managed daily office operations, enhancing workflow and overall efficiency.
- Coordinated scheduling and appointments for team members and clients.
- Oversaw vendor relationships, negotiating service agreements to align with budgetary goals.
- Implemented filing systems to organize documents and enhance accessibility.
- Assisted in preparing financial reports and documentation, supporting compliance during audits.
- Trained new employees on office procedures and software systems.
- Developed policies to improve communication and collaboration within the office environment.
Store Manager
7 Eleven Gas Station
Bladensburg
02.2000 - 12.2010
- Led team as store manager, overseeing operations and managing staff to ensure smooth daily functions.
- Supervised staff, providing training and performance feedback to enhance teamwork.
- Monitored inventory levels and conducted regular stock checks for optimal supply.
- Implemented store promotions and marketing strategies, increasing customer engagement and foot traffic.
- Ensured compliance with health and safety regulations during all store activities.
- Handled customer inquiries and resolved issues to maintain a positive shopping experience.
- Coordinated cash management processes, ensuring accurate deposits and timely financial reporting.
- Developed staff schedules to ensure adequate coverage during peak hours and events.
- Recruited and trained new employees to ensure effective onboarding.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Managed daily operations to ensure store efficiency and customer satisfaction.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Resolved customer complaints in a timely manner.
- Created weekly work schedules for store personnel.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Prepared monthly reports on sales figures, expenses, profits.
Store Manager of Operations
Walmart
Alexandria
06.1991 - 12.1999
- Led a team as store manager, overseeing daily operations and staff performance.
- Managed daily store operations and ensured compliance with company policies.
- Trained and mentored staff to enhance performance and customer service skills.
- Oversaw inventory management and maintained optimal stock levels for efficiency.
- Implemented loss prevention strategies that reduced shrinkage and enhanced store security.
- Conducted regular audits to ensure adherence to safety and cleanliness standards.
- Developed promotional displays to enhance merchandise visibility and appeal.
- Collaborated with corporate teams on strategic initiatives for operational improvement.
- Resolved customer complaints promptly and professionally.
- Analyzed sales figures to identify trends, resulting in actionable insights for sales improvement.
- Identified areas of improvement in store operations processes.
- Ensured compliance with all safety regulations and company policies.
Education
Associate of Science - Business Administration And Management
University of Phoenix
Tempe, AZ08-2008
Skills
- Call tracking
- Quality assurance
- Quality control optimization
- Performance metrics
- Customer service focus
- Client communication
- Employee training
- Training development
- Training delivery
- Training management
- Training coordination
- Coaching techniques
- Coaching and mentoring
- Team management
- Team building
- Conflict resolution
- Process improvement
- Operational efficiency
- Report generation
- Reporting skills
- Information tracking
- Schedule coordination
- Staff scheduling
- Software proficiency
- Technical support
- Time management
- Decision-making
- Employee motivation
- Staff motivation
- Conflict resolution
- Feedback systems
- Document control
- Interpersonal communication
- Team management
- Decision-making
Timeline
Call Center Supervisor
Kaiser Permanente
08.2022 - Current
Office mgr/Bookkeeper
Accounting Solutions First
01.2011 - 12.2022
Store Manager
7 Eleven Gas Station
02.2000 - 12.2010
Store Manager of Operations
Walmart
06.1991 - 12.1999
Associate of Science - Business Administration And Management
University of Phoenix