Curtis Marshall Email & Phone Number

United States

As an Operations Supervisor/Support Specialist, I led a team of 20-35 agents, consistently exceeding performance targets. I took initiative in developing best practices and streamlined workflows, which were quickly adopted by management and led to enterprise-wide implementation, significantly improving operational efficiency.Key Achievements:Automated Headcount Reporting: Developed an automated headcount report, delivering detailed analysis across five sites to executive teams… Show more As an Operations Supervisor/Support Specialist, I led a team of 20-35 agents, consistently exceeding performance targets. I took initiative in developing best practices and streamlined workflows, which were quickly adopted by management and led to enterprise-wide implementation, significantly improving operational efficiency.Key Achievements:Automated Headcount Reporting: Developed an automated headcount report, delivering detailed analysis across five sites to executive teams. Ensured data accuracy with comprehensive breakdowns and reconciliations, keeping leadership informed with up-to-date statuses.Attendance Tracking System: Created and deployed a streamlined attendance tracking system across all enterprise sites, significantly enhancing accuracy and efficiency. Managed ongoing maintenance to ensure continuous, smooth operations.SharePoint Site Development: Designed and managed a centralized SharePoint site for operations leadership, housing essential resources such as attendance books, roster workbooks, trackers, performance scorecards, and more.Job Aid Repository: Played a pivotal role in creating a Job Aid Repository within SharePoint, simplifying the upskilling process for supervisors and improving access to critical resources.Weekly Variance Reporting: Developed weekly productivity reports, identifying performance outliers and providing leadership with clear visibility into areas of operational loss.Shift Bid Ranking System: Created an Excel-based Shift Bid Ranking system, collaborating with leadership to streamline the shift bidding process, making it more fluid and efficient.Temp to Perm Conversion Tool: Developed and maintained an Excel workbook that automated the manual process of converting temporary employees to permanent positions, optimizing workflow.Performance Scorecard Automation: Implemented an automated scorecard, significantly reducing time spent on data management, allowing supervisors to focus on strategic improvements. Show less

United States

FRESH KINGZ Studio is a dynamic creative platform dedicated to showcasing and supporting emerging talent in the creative community. Through our seasonal exhibitions, collaborative projects, digital product creation, and curated merch and apparel collections, we provide a vibrant space for creators to express themselves and connect with a wider audience. As the founder and Creative Director at FRESH KINGZ Studio, I have the following responsibilities:Project Management: Lead and manage… Show more FRESH KINGZ Studio is a dynamic creative platform dedicated to showcasing and supporting emerging talent in the creative community. Through our seasonal exhibitions, collaborative projects, digital product creation, and curated merch and apparel collections, we provide a vibrant space for creators to express themselves and connect with a wider audience. As the founder and Creative Director at FRESH KINGZ Studio, I have the following responsibilities:Project Management: Lead and manage collaborative projects from conception to completion, ensuring timelines, budgets, and quality standards are met.Creative Coordination: Collaborate with artists, designers, and collaborators to develop creative concepts, coordinate production schedules, and oversee the execution of creative projects.Digital Product Creation: Conceptualize, design, and develop digital products such as e-books, digital artwork, and multimedia content, leveraging your creative skills and technical expertise.Merchandise Management: Curate and manage our store filled with exclusive collections of merch and apparel, overseeing inventory management, product launches, and sales strategies.Exhibition Coordination: Assist in the planning and execution of our seasonal exhibitions, including venue selection, installation design, promotional activities, and event coordination.Community Engagement: Engage with our community of creators, artists, and collaborators, fostering relationships, soliciting feedback, and promoting participation in our creative initiatives.Join Us:If you're passionate about creativity, innovation, and making a positive impact in the creative community, we invite you to join us at FRESH KINGZ Studio. Together, we'll create, collaborate, and inspire the next generation of creators. Show less

United States

United States

As a Production Floor Manager over the Member Care team, I effectively led a call center team of 15-20 agents, collaborating closely with a team of managers. My key responsibilities included:+Enforcing service protocols and standard operating procedures+Conducting uptraining sessions to drive continuous improvement+Coordinating new hire onboarding and training materials with recruitment staff+Ensuring all agents consistently met or exceeded performance standardsDue to my… Show more As a Production Floor Manager over the Member Care team, I effectively led a call center team of 15-20 agents, collaborating closely with a team of managers. My key responsibilities included:+Enforcing service protocols and standard operating procedures+Conducting uptraining sessions to drive continuous improvement+Coordinating new hire onboarding and training materials with recruitment staff+Ensuring all agents consistently met or exceeded performance standardsDue to my success in these areas and a strong background in collections, I was promoted to Production Manager over a collections team of 15-20 agents. In this role, I:+Managed the collections team and conducted thorough performance evaluations+Developed a performance ranking system using Microsoft Tools+Held client-facing performance reviews to maintain high standards+Set departmental goals and enforced policies based on client requirements+Implemented strategies to minimize client relation issues and ensured compliance with feedback and communication logs+Identified challenges and formulated effective standard operating procedures+Introduced a highly successful performance-driven incentive programThese experiences enabled me to significantly enhance team productivity and client satisfaction, demonstrating my ability to drive results and lead high-performing teams. Show less

United States

As a Production Team Supervisor, I managed a team of 10-20 Home Retention associates in a high-volume, performance-driven environment. My responsibilities included:+Providing daily coaching and feedback to associates+Handling complex customer escalations+Conducting performance improvement plans for performance outliers+Managing bi-weekly payroll updates and employee record-keeping+Conducting monthly associate call monitoring and performance reviews+Participating in… Show more As a Production Team Supervisor, I managed a team of 10-20 Home Retention associates in a high-volume, performance-driven environment. My responsibilities included:+Providing daily coaching and feedback to associates+Handling complex customer escalations+Conducting performance improvement plans for performance outliers+Managing bi-weekly payroll updates and employee record-keeping+Conducting monthly associate call monitoring and performance reviews+Participating in strategic performance meetings and conference calls+Facilitated an incentive program to boost morale and productivity with a team of supervisorsI set high expectations and drove performance results, leading to a top-tier team of associates that ranked #1 in the segment consecutively. I developed several best practices, strategies, and enhancements for daily job functions, significantly increasing site productivity and quality assurance. Show less

United States

As a Production Team Lead for T-Mobile/Dish Clients, I played a pivotal role in managing and supporting a team of 20-25 associates, delivering world-class customer service. My outstanding performance led to a promotion to Supervisor, where I excelled in leadership and team development, resulting in top-performing associates advancing to higher positions within the organization. Key achievements include:+Assisted and managed a team of 20-25 associates, ensuring exceptional customer… Show more As a Production Team Lead for T-Mobile/Dish Clients, I played a pivotal role in managing and supporting a team of 20-25 associates, delivering world-class customer service. My outstanding performance led to a promotion to Supervisor, where I excelled in leadership and team development, resulting in top-performing associates advancing to higher positions within the organization. Key achievements include:+Assisted and managed a team of 20-25 associates, ensuring exceptional customer service+Trained new hires and conducted interviews to build a strong, capable team+Created engaging bulletin boards and wrote informative newsletters to keep the team informed and motivated+Implemented best practices, including trackers, job aids, and strategic processes, to enhance productivity and quality assurance+Successfully produced top-performing associates who were promoted within the organizationThese efforts significantly increased site productivity and ensured high-quality service delivery. Show less