Marie Ford
Bellingham
Summary
- Multi-tasker extraordinaire who balances multiple demands while completing high-quality work within aggressive deadlines. - Proactively and calmly mediates and resolves customer service disputes with professionalism, tact, empathy, and grace while balancing company policy and customer needs. - Recognized for superior skills managing high-volume high stress service environments while maintaining customer service, professionalism, and efficiency. - 10+ years of customer service, billing, and management experience with special focus in hospitality industry.
Overview
11
11
years of professional experience
Work History
Customer Service Associate Team Leader
Whole Foods Market
12.2023 - Current
- Certified Culture Champion 12/2023 (Tier 1)
- Holiday Table Point 2024
- Engagement Point for Customer Service Team
- Monitored cash office operations & provided researching support
- Hired 7 team members (2 of which have promoted to higher positions)
- Learned onboarding procedures and have onboarded several Customer Service and E-Commerce Team Members
- Co-led monthly Supervisor meeting with Team Leader
- Co-wrote schedule for 20+ employees
- Write and deliver annual job dialogues to Team Members
- Development of supervisors, identifying goals and opportunities of improvement for personal growth
- Contributed to creating a positive team culture through active conversations with team, leading to growth in team engagement score
Customer Service Supervisor
Whole Foods Market
08.2022 - 12.2023
- Cash office lead (effective 10/1/23)
- Holiday Table lead 2023
- CDATL Graduate 5/23
- Culture Champion certification (started)
- Mentored Culture Ambassador as part of CDATL project
- Supply Order point person
- Led front end team members and supporting daily floor operations
- Provided feedback to Team Leader for Team Member job dialogues
- Provided feedback in the moment to Team Members when necessary
- Train new supervisors on duties and responsibilities
- Wrote SOP for Cash Office Procedures
- Assisted Team Leader with ideas for Supervisor Meeting agenda
- Answering phone, processing returns for Whole Foods Market and Amazon, emailing special order requests to appropriate department, ensuring registers have enough cash-refilling as needed, removing excess cash from registers and putting in safe.
- Working together with fellow supervisors to ensure floor is running smoothly, making sure breaks and lunches are given to team members in timely fashion.
Customer Service Team Member
Whole Foods Market
03.2022 - 08.2022
- Processed customer transactions efficiently using point-of-sale systems.
- Processed various forms of payment securely, including cash, credit cards, gift cards; ensuring accuracy in all transactions.
- Communicated effectively with coworkers to foster strong teamwork within the front end.
- Assisted customers with their Prime discount; troubleshooting app issues, locating qr code and information about Prime membership.
Customer Care Representative
T-Mobile
10.2018 - 02.2022
- Provided accurate information on client’s bills; resolved contentious financial transaction disputes between the customer and company; and processed client’s payments.
- Thoroughly explained rules, polices, and procedures to customers regularly (daily) about electronic equipment purchases and billing disputes.
- Resolved escalated customer disputes by being empathetic, patient, proactive, and understanding.
- Build rapport with customers to create an unforgettable customer service experience.
- Technical support troubleshooting issues
Client Service Representative - Customer Service
Bellegrove Medical
03.2015 - 08.2018
- Completed US customs documents with a meticulous attention to detail. Ensured error-free paperwork, which enabled clients’ shipments to clear customs and have on-time delivery.
- Conducted a quality review of sensitive medical product customs documents and arranged shipments to customers via freight companies.
- Supported high-quality customer service and on-time delivery to clients by ensuring deliveries are processed ahead of schedule; entering data precisely; and mediating client disputes with the company around invoices, and billing.
- Became a medical product subject-matter-expert to address client’s ordering questions, inventory concerns, and ensure clear communications on medical product substitutes.
- Created invoices for customer purchases; submit payment claims on past due client accounts; and applied incoming payments to client balances. Coordinated with other teams to ensure accurate paperwork associated with purchases or bills.
Education
Bachelor - Business Administration And Management
University of Arkansas Grantham
12-2026
Skills
- Leadership
- Over 25 years of Customer Service experience
- Meeting and exceeding KPI metrics
- Supporting growth and development
Timeline
Customer Service Associate Team Leader
Whole Foods Market
12.2023 - Current
Customer Service Supervisor
Whole Foods Market
08.2022 - 12.2023
Customer Service Team Member
Whole Foods Market
03.2022 - 08.2022
Customer Care Representative
T-Mobile
10.2018 - 02.2022
Client Service Representative - Customer Service
Bellegrove Medical
03.2015 - 08.2018
Bachelor - Business Administration And Management
University of Arkansas Grantham
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