MaRhya Morris
@marhyamorris
Analytical customer service professional with leadership and quality assurance expertise.
United StatesWhat I'm looking for
I am an analytical, energetic, and detail-oriented individual with extensive experience in customer service, quality assurance, and leadership development. My journey began at Howard University, where I earned a degree in Biology and Psychology. Since then, I have honed my skills in various roles, including Customer Service Representative and Quality Assurance Analyst, where I evaluated over 150 calls weekly to enhance performance based on key performance indicators.
Throughout my career, I have demonstrated a commitment to customer satisfaction and operational excellence. As a Call Center Supervisor, I successfully coached my team to achieve a lead conversion rate of 50% or higher. I also created Standard Operating Practices to streamline processes and improve service delivery. My experience as an Operations Manager further solidified my ability to manage teams effectively and oversee inventory and operational activities.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
ZO Skin Health
Dec 2023 - Present (1 year 6 months)
Answered inbound calls and chats, managing customer requests and complaints effectively. Updated expired account medical licenses and tax resale certificates to ensure company compliance.
Quality Assurance Analyst
Milan Laser Hair Removal
Nov 2021 - Dec 2023 (2 years 1 month)
Evaluated and scored over 150 calls and incoming leads weekly based on call center KPIs. Enhanced operational protocols using KPI analytic findings and managed employee scheduling through Paycom.
Call Center Supervisor
Milan Laser Hair Removal
Apr 2018 - Nov 2021 (3 years 7 months)
Coached a team to achieve 50% or higher lead (sales) conversion rates. Created and implemented Standard Operating Practices (SOPs) to streamline operations, and resolved escalated customer calls.
Technical Support Representative II
Cox Communications
Mar 2017 - Mar 2021 (4 years)
Troubleshot inbound calls related to technical difficulties with cable, internet, phone, and home security services. Consistently sold a minimum of three core packages per month to new and existing customers.
Operations Manager
Charming Charlie
Sep 2012 - Dec 2017 (5 years 3 months)
Developed employee specialists and tracked their professional growth within the organization. Led and planned inventory management, merchandise flow, floor sets, and payroll operations.
Education
Degrees, certifications, and relevant coursework
HUHoward University
Bachelor of Science, Biology & Psychology
Studied Biology and Psychology.
UOUniversity of Nebraska at Omaha
Bachelor of Arts, Psychology
Studied Psychology.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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