Marcia Gardiner
Fort Lauderdale,Florida
Summary
Results-driven leader with 15+ years of experience in customer support and direct team management. Proven ability to lead specialized, high-performing support teams in fast-paced, high-volume environments. Experience in optimizing AI-assisted workflows, driving continuous improvement, and fostering inclusive, trust-based team cultures.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Spring Footwear
04.2024 - 11.2024
- Managed a diverse team of B2B and B2C account representatives delivering support across multiple channels, including distributors, in-store employees, marketplace, and ecommerce sales.
- Develop comprehensive onboarding and training programs to equip new hires and ensure fast ramp-up times.
- Defined and communicated performance standards, with regular reviews and goal setting utilizing a department dashboard to provide ongoing transparency.
- Implemented and trained staff on Gorgias AI, which was leveraged to automatically respond to customer inquiries and streamline issue resolution.
- Led integrations and troubleshooting for Shopify, Returnly, and Stamped platforms, managing updates, resolving technical issues, and overseeing loyalty tracking and inventory functions.
Senior Customer Service Manager
Kalorik
06.2022 - 02.2024
- Led and supported a specialized support team focused on high-volume case resolution, case escalation, and account retention.
- Owned and optimized Freshdesk implementation and AI integration, including writing and maintaining Standard Operation Procedures (SOPs) and AI Agent Operating Procedures (AOPs) to ensure accurate, consistent, and scalable responses via Chat, Email, Phone, and SMS.
- Managed daily operations: scheduling, workload distribution, quality assurance, and performance monitoring.
- Served as the final point of escalation for complex or sensitive cases, applying expert-level knowledge to guide resolution.
- Delivered regular 1:1s, career plans, performance reviews, and real-time coaching to drive individual growth, engagement, and performance.
- Managed customer service, inventory, reporting, and logistics for Amazon Target and Walmart Marketplace accounts.
Director of Global Customer Service
iROCKER SUP
10.2020 - 07.2021
- Directed a high-performing, multilingual remote team supporting international eCommerce operations.
- Oversaw operations across seven international websites, collaborating with IT and marketing to align processes and drive a 150% increase in engagement and conversions.
- Led the selection, implementation, and adoption of Salesforce CRM and NetSuite ERP.
- Reduced escalated calls by 40% through process documentation and improvement.
- Established and monitored KPIs for response time, distribution, and satisfaction.
Customer Service Manager
Sonny’s Enterprises
05.2017 - 12.2019
- Managed a cross-functional team providing omni-channel customer and technical support.
- Conducted regular performance evaluations, provided constructive feedback, and created comprehensive development and training programs.
- Reduced escalated calls and complaints by 30% through improved processes and training.
- Achieved a 15% increase in sales by implementing a retention strategy optimizing support and proactively addressing customer needs.
- Partnered with Engineering, Manufacturing, IT, Sales, Marketing, Supply chain, and financial teams to improve service deliverables, reduce collections, initiate corrective action processes, and document product failures.
Inside Sales Supervisor
Hydraulic Supply Company
10.2014 - 04.2017
- Led eCommerce sales, boosting team efficiency and meeting revenue goals.
- Onboarded new customers, and team members.
- Forecasted sales and negotiated contracts, optimizing inventory levels and maximizing costs reduction.
- Managed budgets and sales strategies, aligning with departmental objectives.
- Directed ISO audits, enhancing compliance across manufacturing, sales, and service departments.
Quality Assurance Analyst/Supervisor
Octagon Commerce
10.2013 - 09.2014
- Set quality benchmarks, boosting sales and customer satisfaction significantly.
- Trained call center staff, ensuring consistent service quality.
- Compiled SLA reports, identifying trends and improvement areas. Implemented feedback loops, enhancing call center efficiency measurably and drove targeted improvements in service delivery..
- Created reporting frameworks, offering management actionable insights.
Senior Account Manager
American Medical Depot
12.2009 - 08.2013
- Built strong client relationships, achieving 150% sales growth in the first year.
- Managed proposals and contract requirements for government and healthcare clients.
- Trained and reviewed performance of call center staff.
Education
MBA – Master of Business Administration -
Florida International University
05.2019
B.S. - Business Administration
Barry University
05.2015
Skills
- High-Volume Case Resolution
- Team Leadership & People Development
- Quality Assurance & Performance Monitoring
- Project Management & Change Management
- Data Analysis & KPI Tracking
- Resource & CRM Management
- Contract Negotiation
- AI-Assisted Workflows & Automation (Gorgias, Freshdesk)
- Microsoft Suite/Google Docs
Certification
- Lean Six Sigma Green Belt, Project Management Institute - November 2022
Timeline
Customer Service Manager
Spring Footwear
04.2024 - 11.2024
Senior Customer Service Manager
Kalorik
06.2022 - 02.2024
Director of Global Customer Service
iROCKER SUP
10.2020 - 07.2021
Customer Service Manager
Sonny’s Enterprises
05.2017 - 12.2019
Inside Sales Supervisor
Hydraulic Supply Company
10.2014 - 04.2017
Quality Assurance Analyst/Supervisor
Octagon Commerce
10.2013 - 09.2014
Senior Account Manager
American Medical Depot
12.2009 - 08.2013
B.S. - Business Administration
Barry University
MBA – Master of Business Administration -
Florida International University
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