Glendis Marroquin

Customer Service Manager

Publix Super Markets Inc

09.2002 - 04.2025

Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Took ownership of customer issues and followed problems through to resolution.
Managed a team of customer service representatives (80+ associates), fostering a positive work environment focused on teamwork and collaboration.
Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Collaborated with upper management to improve customer service processes and support structures company-wide.
Increased team productivity by providing ongoing training and support to customer service representatives.
Maintained payroll information by calculating, collecting, and entering data.
Updated employee files with new details such as changes in address or salary levels.
Processed new hire paperwork and documents.
Ensured compliance with company policies and federal regulations through diligent verification of customer identification and transaction documentation, completed money services transactions for u to $10,000.00 (domestic and international)
Monitored paperwork procedures to prevent error-related losses.
Conducted regular audits of inventory levels, identifying discrepancies and taking corrective action as needed.
Served as a key point of contact during emergencies, providing immediate assistance and coordinating additional support as needed.
Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
Administered employee leave requests in accordance with FMLA guidelines, maintaining compliance with regulations while providing necessary accommodations for staff members.