Marietta Mills
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
41
41
years of professional experience
Work History
Customer Service Representative
GDIT
03.2018 - 03.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer Outbound Calls promptly and courteously and updated contact database with completion outcome.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Program/Project Manager
GDIT/CSRA
09.2009 - 03.2018
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Coached team members on productivity strategies to accomplish challenging goals.
- Identified program obstacles and communicated possible impacts to team.
- Developed and maintained logistics workflows, procedures and reports.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Interacted with customers and clients to identify business needs and requirements.
- Demonstrated strong writing and presentation skills to develop briefs, memorandums and analytical reports for clients.
- Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences.
- Participated in vendor selection and management process for program initiatives.
- Monitored project progress, identified risks and took corrective action as needed.
- Maintained open communication by presenting regular updates on project status to customers.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Recruited and oversaw personnel to achieve performance and quality targets.
Operations Manager/Shift Manager
Datatrac/CSC (GDIT)
09.2000 - 09.2003
- Trained and mentored new employees to maximize team performance.
- Kept employees operating productively and working on task to meet business and customer needs.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
- Exercised composure under pressure and in escalated customer service scenarios.
- Scheduled staff to establish adequate coverage during peak business hours.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Supervisor
Datatrac (GDIT)
05.1999 - 09.2000
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
Business Analyst
Affiliated Computer Services
05.1981 - 10.1998
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Collaborated with stakeholders to define project objectives and criteria.
- Performed gap analysis to identify areas of improvement.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Began employment as a data entry operator and worked my way through supervisor positions, client liaisons, manager positions and finally a business analyst for the company.
Education
No Degree - Business
Union College
Barbourville, KYHigh School Diploma -
Knox Central High School
Barbourville, KY05.1980
Desire a Part Time to 30 hr week position working 2nd shift hrs. Able to begin work at 7pm nightly.
The reason I cannot begin work until 7pm each night is I currently pick up my grandchildren from school each day in London, KY and must remain with them until parents arrive home at 6:00-6:30pm. I have availability to work in the London or the Corbin office. To be upfront with you, I do have availability to work each day until 2:00pm; however, if my grandchildren should need to be out of school for a day due to illness, weather or summer vacation, they would have first priority. I could be contacted each day prior to 2pm to work and would arrive at work if at all possible.
Thank You,
Marietta Mills
Timeline
Customer Service Representative
GDIT
03.2018 - 03.2022
Program/Project Manager
GDIT/CSRA
09.2009 - 03.2018
Operations Manager/Shift Manager
Datatrac/CSC (GDIT)
09.2000 - 09.2003
Supervisor
Datatrac (GDIT)
05.1999 - 09.2000
Business Analyst
Affiliated Computer Services
05.1981 - 10.1998
No Degree - Business
Union College
High School Diploma -
Knox Central High School
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