John Marn
Fort Wayne,IN
Summary
Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
16
16
years of professional experience
Work History
Supervisor
Intellectual Technology Inc
Fort Wayne, IN
10.2022 - 02.2024
- Includes hiring, training and handling payroll issues
- Oversaw day to day operations for each kiosk
- Handled any/all customer complaints.
- Assisting with any technical issues that arise at kiosks.
- In charge of all northern Indiana BMV kiosks from Mishawaka to Indianapolis.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
Manager
Teleperformance USA
Work From Home
12.2013 - 09.2023
- Organizing and maintaining work shifts by motivating team to meet and exceed KPI goals set by client
- Coaching and motivating call center employees to perform at their highest level possible
- In charge of hiring and maintaining call center employees as well as training them.
- Started brand new call center for one of our clients from scratch using client's plans and specifications. Interviewed and hired all new call center representatives, quality control and supervisory teams.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
Head Teller
Chase Bank
Fort Wayne, IN
03.2008 - 11.2013
- Responsible for all vault cash transactions and money shipments
- Responsible for not only balancing my own cash drawer at end of shift but also the coin machine
- Enhanced customer satisfaction by providing efficient and accurate transaction services.
- Streamlined teller operations for improved productivity, implementing organized cash drawer management procedures.
- Reduced errors in transactions with vigilant attention to detail and adherence to banking regulations.
- Managed high-volume cash drawer, maintaining accountability and minimizing discrepancies.
- Developed strong relationships with customers, promoting bank products and services tailored to individual needs.
- Assisted branch management in implementing new policies and procedures, ensuring smooth transitions for both staff and clients.
Education
High School Diploma -
Eastlake North High School
EastlakeHigh School Diploma -
Eastlake North High School
EastlakeSkills
- Decades of customer service skills
- Decades of soft and outside sales skills
- Very good computer skills
- Ability to analyze and set ideas in motion by utilizing team's talent and enthusiastically encouraging team members to perform at their highest level
- Self-motivator
- Process Improvement
- Data Analytics
- Operations Management
- Strategic Planning
- Schedule development
- Staff Management
Leadership Experience
- Lay Pastor for Aboite Baptist Church
- Biblical Counselor for men with addiction issues
Communication Skills
Manager of a brand-new call center process, Equifax. Worked with client to develop the call center needs to suit client's needs. Helped develop training program, hire and develop staff to client's specifications. Develop supervisors to run the team of staff for each work shift. Worked to develop the Quality team to make sure calls were monitored properly according to client's needs.
Additional Information
Have over twenty-five years of customer service and would like to use the skills I have honed and bring them to a new opportunity.
Timeline
Supervisor
Intellectual Technology Inc
10.2022 - 02.2024
Manager
Teleperformance USA
12.2013 - 09.2023
Head Teller
Chase Bank
03.2008 - 11.2013
High School Diploma -
Eastlake North High School
High School Diploma -
Eastlake North High School