Marquella Hawkins

# Call Center Agent

Location United StatesDesired Salary UnspecifiedWork preference Full TimeLinks Status   Actively looking Field / Industry Customer Success

* SharePreferences:Relocation: NoNotice Period: ImmediateSkill Assessments:This user has not passed any tests yet

Languages:  English -

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[Overview](#overview)

## About Me

I am a high-performing Call Center Lead with 6 years of experience delivering top-tier customer support and operational oversight. Throughout my career, I have specialized in streamlining workflows to increase productivity while maintaining a 92% client satisfaction rating. I am passionate about applying my expertise in team management and conflict resolution to drive impactful results.

In my current role at NexRep since August 2019, I manage a high volume of inbound and outbound calls, consistently meeting or exceeding performance metrics for quality and resolution time. I resolve complex customer inquiries and complaints with a focus on first-call resolution and customer satisfaction.

I am proficient in utilizing CRM software to accurately document customer interactions and maintain up-to-date account information. I adapt quickly to new product information and company protocols to provide accurate support to a diverse client base.

My key skills include active listening, verbal mirroring, de-escalation techniques, and maintaining high customer satisfaction scores (CSAT). I am committed to continuous learning and currently pursuing a business degree to further enhance my professional capabilities.

I am eager to leverage my experience and skills to contribute effectively to a dynamic team and help organizations achieve their customer service goals.

## Skills

### [Communication Skills](https://jobicy.com/talent/communication-skills.md)[Problem Solving](https://jobicy.com/talent/problem-solving.md)[Time Management](https://jobicy.com/talent/time-management.md)[Account Management](https://jobicy.com/talent/account-management.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Team Management](https://jobicy.com/talent/team-management.md)[Quality Assurance](https://jobicy.com/talent/quality-assurance.md)[Data Entry](https://jobicy.com/talent/data-entry.md)[Customer Retention](https://jobicy.com/talent/customer-retention.md)[Conflict Resolution](https://jobicy.com/talent/conflict-resolution.md)[Active Listening](https://jobicy.com/talent/active-listening.md)

## Education

Bossier Parish Community College  Aug 2025 - Present  Business (In Progress)

Belaire High School  Aug 2009 - May 2013  High School Diploma

## Experience

Customer Service Representative/Call Center Agent @ NexRep  Aug 2019 - Present Manage a high volume of inbound and outbound calls, consistently meeting or exceeding performance metrics for quality and resolution time. Resolve complex customer inquiries and complaints with a focus on first-call resolution and customer satisfaction. Utilize CRM software to accurately document customer interactions and maintain up-to-date account information. Adapt quickly to new product information and company protocols to provide accurate support to a diverse client base.