Marzette M. Rumph

Results-driven Call Center Supervisor and Trainer with 10+ years leading high-volume customer service and healthcare operations teams of up to 60+ representatives. Skilled at diagnosing performance gaps and building coaching and training programs that lift QA scores, boost productivity, and cut escalations. Known for turning around underperforming teams and developing frontline talent into consistent top performers.

Call Center Supervisor / Trainer - The Results Companies

(2018-05 - 2025-11)

• Supervised and coached a team of 60+ customer service representatives, driving consistent gains in QA scores, productivity, and adherence.
• Designed and delivered new-hire onboarding and refresher training programs, accelerating new reps' time-to-proficiency.
• Conducted regular quality audits and personalized coaching sessions to close performance gaps and reinforce best practices.
• Led turnaround initiatives for underperforming teams, implementing performance improvement plans that restored KPI compliance.
• Managed escalated customer issues and partnered cross-functionally with leadership to resolve systemic service challenges.

Healthcare Billing & Enrollment Supervisor - HealthPlan Services

(2011-11 - 2017-07)

• Supervised a team of 23 representatives handling healthcare billing and enrollment operations.
• Trained staff on billing, enrollment, and compliance processes to ensure accuracy and regulatory adherence.
• Monitored quality assurance and attendance metrics to sustain consistent team performance.
• Coached employees on performance improvement and resolved escalated customer and member issues.

Bachelor of Science - Business Administration - Florida A&M University