Marshel Sheppard
Hinesville
Summary
Contact center operations manager with 15 years of experience in enhancing service quality and customer satisfaction in various industries. Demonstrated success in setting operational targets, improving efficiency, and implementing process improvements that reduce costs. Expertise in team leadership and cross-departmental collaboration to achieve compliance and operational excellence.
Overview
25
25
years of professional experience
Work History
Manager, Contact Center Operations
Centene Corporation
Charlotte
11.2023 - 02.2026
- Established operational targets and best practices, enhancing contact center efficiency and service quality.
- Oversaw daily operations, providing guidance and resources to staff for optimal performance.
- Monitored workflow metrics to ensure adherence to performance standards and service quality.
- Collaborated with senior staff to resolve complex operational issues effectively.
- Reviewed performance reports to develop strategies that addressed challenges and improved quality.
- Managed policies ensuring compliance requirements were met throughout operations.
- Coordinated training initiatives and developed materials to enhance team skills and knowledge.
- Led cross-functional teams in process improvements that optimized workflows and reduced redundancies.
Workforce Scheduling Analyst II
Centene Corporation
02.2021 - 11.2023
- Analyzed scheduling data to optimize resource allocation and boost efficiency.
- Coordinated with departments to ensure alignment of scheduling needs, enhancing overall operational efficiency.
- Managed scheduling software to ensure accuracy of schedules, facilitating smooth operations.
- Utilized ACD phone system to improve scheduling accuracy and inform operational performance metrics.
- Collaborated with team members to develop effective scheduling strategies and solutions.
- Generated reports on scheduling trends to support management decisions.
- Trained new staff on scheduling tools and best practices for operations.
- Monitored agent productivity, providing actionable feedback to supervisory staff.
Workforce Administration Associate II
Continuum Global Solutions
Charlotte
10.2019 - 01.2021
- Conducted real-time monitoring of intraday schedule adherence against planned activities.
- Monitored and managed customer service representatives' schedule adherence, contributing to operational efficiency.
- Implemented corrective actions for schedule deviations, aligning performance with adherence thresholds.
- Evaluated representative performance using productivity metrics and key performance indicators.
- Processed and approved scheduling requests from operations in collaboration with intraday management.
- Coordinated logistics for team meetings and events, ensuring timely and effective execution.
- Maintained office supply inventory, ordering materials as necessary to support operations.
- Created presentations using Microsoft Office Suite, enhancing team communication and project clarity.
Sr. Workforce Coordinator/Scheduler
TeleTech / Optum
Concord
05.2017 - 09.2017
- Coordinated workforce schedules across multiple departments, enhancing staffing efficiency.
- Collaborated with department managers to ensure adequate staffing levels for each shift.
- Analyzed workforce data to identify trends, enhancing decision-making initiatives.
- Facilitated communication between management and staff, addressing workforce concerns effectively.
- Conducted periodic evaluations of existing processes to pinpoint areas for improvement.
- Organized regular meetings with team members to discuss workplace challenges.
- Responded promptly to inquiries from current and prospective employees.
- Established communication channels among various departments, improving collaboration.
Workforce Coordinator
United Health Group / Optum
Concord
11.2015 - 05.2017
- Coordinated workforce schedules to optimize resource allocation across departments.
- Analyzed staffing needs with management for effective workforce planning.
- Implemented process improvements to enhance efficiency in workforce management.
- Created reports on employee attendance and availability to inform leadership decisions.
- Scheduled shifts based on workloads and customer demand for optimal coverage.
- Established communication channels between departments to enhance information sharing and collaboration.
- Evaluated workforce processes to identify improvement opportunities and support strategic workforce planning.
- Managed schedule-related requests, including PTO, shift swaps, and overtime adjustments.
Project Coordinator 2
Wells Fargo / Signature Consultants
Charlotte
09.2015 - 11.2015
- Managed project life cycle activities, ensuring timely execution and closure of large-scale projects with medium to high complexity.
- Tracked and reported project budget status, identified discrepancies, and addressed issues to maintain financial control.
- Escalated potential delays to maintain project timelines and prevent disruptions.
- Facilitated communication between stakeholders and project teams to strengthen collaboration.
- Gathered and documented project requirements to establish clear objectives.
- Coordinated problem reviews, scheduled meetings, and followed up on actions to ensure timely resolution.
- Delivered training sessions and documented revised processes for team adherence.
- Updated project documentation websites to ensure accessibility of reports and information.
Escalations Support Coordinator
Enterprise Holdings Inc.
St. Louis
06.2015 - 09.2015
- Delivered exceptional customer service support for internal and external inquiries regarding rentals and escalations.
- Facilitated effective communication to ensure timely, accurate information for customers.
- Identified customer needs and resolved issues, ensuring thorough documentation for future reference.
- Adapted solutions to caller requirements, providing tailored options and suggestions for effective resolution.
- Provided mentoring and training support to internal peers and agents.
- Coordinated customer support initiatives across multiple channels, improving accessibility for customers.
- Implemented feedback systems that improved customer satisfaction processes.
- Ensured compliance with all applicable laws regulating human services delivery systems.
Service Desk Manager
Dimension Data / Apex Systems
Charlotte
11.2014 - 02.2015
- Managed daily operations of service desk team, ensuring smooth support delivery.
- Monitored incident and request workflows, maintaining consistent resource availability per SLAs.
- Analyzed performance metrics to identify improvement areas and enhance service quality.
- Developed and implemented process improvements that streamlined customer service workflows.
- Led training sessions for new staff on procedures and tools, improving onboarding experience.
- Established KPIs for team performance measurement against objectives.
- Facilitated interdepartmental communication to resolve customer issues, enhancing response times.
- Provided detailed reports on service desk activities for senior management review.
Technology Production Manager
Wells Fargo / Apex Systems
Charlotte
09.2010 - 03.2014
- Managed resources for Windows 7 migration, collaborating with project teams and vendors to optimize transitions.
- Oversaw helpdesk operations, delivering technical support across multiple business lines and locations.
- Maintained KPIs such as average handle time and first call resolution to exceed contractor goals.
- Generated daily performance reports with Remedy macros and Excel, providing actionable insights to agents and management.
- Conducted regular meetings with management and contractors to discuss updates, issues, and performance trends.
- Established recognition programs to reward exceptional contractor performance aligned with Wells Fargo guidelines.
- Served as primary liaison between helpdesk, recruiters, vendors, and management to enhance diversity and ensure SLA compliance.
- Assisted with onboarding processes, ensuring new hires receive adequate training and guidance.
Escalations Help Desk Specialist
GE Money
Charlotte
01.2007 - 08.2009
- Utilized FDR system to identify and resolve processing errors in credit authorizations.
- Resolved credit inquiries for new accounts, authorized sales, and increased credit limits.
- Handled inbound calls regarding all aspects of credit accounts from stores and customers.
- Maintained accurate documentation of support requests and resolutions in ticketing system.
- Collaborated with IT teams to troubleshoot recurring issues and improve overall user experience.
- Led new employee orientation and training programs to facilitate seamless integration into the company.
- Assisted new hires and current employees with onboarding processes and coaching.
- Demonstrated proficiency in multi-functional work processes, ensuring effective collaboration across departments.
Customer Relations Specialist (CRS)
SCANA Services
Columbia
02.2001 - 12.2006
- Oversaw customer service operations for installation, billing, and termination processes, ensuring streamlined service delivery.
- Cultivated positive customer relationships through effective communication and proactive problem resolution.
- Educated residential and commercial customers on billing inquiries and account details.
- Coordinated service orders for field personnel, enhancing workflow efficiency and service responsiveness.
- Initiated service orders in response to customer requests efficiently.
- Acted as subject matter expert for internal teams and departments.
- Provided constructive feedback to new hires and experienced employees on order management and customer interactions.
- Documented all customer interactions in CRM system to ensure accurate records.
Education
Six Sigma Green Belt Certification -
Central Piedmont Community College
Charlotte, NC08-2018
Masters - Business Administration & Project Management
Strayer University
Charlotte, NC08-2014
HDI Support Center Manager Certification -
HDI Support Center
Charlotte, NC04-2011
Bachelors - Science Information Technology – Computer Security
Strayer University
Charlotte, NC08-2010
Skills
- Call center operations
- Customer service management
- Complaint resolution
- Customer satisfaction
- Operations management
- Workforce optimization tools
- Cost reduction strategies
- ITIL methodologies
- IT service management (BMC Remedy, ServiceNow)
- Project management software
- Telephony systems management
- Content management systems (CMS)
- Microsoft Office suite proficiency
- Collaboration tools (MS Teams, Lync)
- Microsoft Windows environments
- Adobe software proficiency
- Web browser expertise
- Antivirus and firewall solutions
- Database management systems
- Team building and training
- Recognition programs
Software And Tools
- MS Windows NT/98, XP, 2003, 2008, Vista, WIN 7, 8
- Adobe
- Internet Explorer
- Foxfire
- Safari
- Chrome
- MyEd
- Explorer++
- RSA
- Avaya Phone systems
- Sysco Phone systems
- CMS
- NICE IEX
- WFO
- EWFM
- Norton Firewall
- McAfee
- Symantec
- MS Project
- MS Word
- MS Excel
- MS PowerPoint
- MS Publisher
- MS Outlook
- MS Exchange
- Citrix
- Aspect
- Avaya
- MS SharePoint
- MS Communicator
- MS Lync
- MS Teams
- BMC Remedy/ITSM
- PAC2000
- Service Now
- Info Source Database
- LAN Central
- LCM Database
- MS Access
- Active Directory
- IST Wi-Fi Management
- Unifi Director
- Total view NICE IEX
- FDR
- Score
- Witness
- CISCO VPN
- CISCO Call Manager
- CRM
- Oracle
Accomplishments
- Cum Laude 2010
- Golden Key International Honour Society 2014
Timeline
Manager, Contact Center Operations
Centene Corporation
11.2023 - 02.2026
Workforce Scheduling Analyst II
Centene Corporation
02.2021 - 11.2023
Workforce Administration Associate II
Continuum Global Solutions
10.2019 - 01.2021
Sr. Workforce Coordinator/Scheduler
TeleTech / Optum
05.2017 - 09.2017
Workforce Coordinator
United Health Group / Optum
11.2015 - 05.2017
Project Coordinator 2
Wells Fargo / Signature Consultants
09.2015 - 11.2015
Escalations Support Coordinator
Enterprise Holdings Inc.
06.2015 - 09.2015
Service Desk Manager
Dimension Data / Apex Systems
11.2014 - 02.2015
Technology Production Manager
Wells Fargo / Apex Systems
09.2010 - 03.2014
Escalations Help Desk Specialist
GE Money
01.2007 - 08.2009
Customer Relations Specialist (CRS)
SCANA Services
02.2001 - 12.2006
Six Sigma Green Belt Certification -
Central Piedmont Community College
Masters - Business Administration & Project Management
Strayer University
HDI Support Center Manager Certification -
HDI Support Center
Bachelors - Science Information Technology – Computer Security
Strayer University