Summary
Overview
Work History
Education
Skills
Timeline
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Marla Burns

Marla Burns

Flowood,MS

Summary

Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

17
17
years of professional experience

Work History

Assistant Deputy Clerk

Mississippi Supreme Court
06.2023 - Current
  • Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
  • Prepared and executed official documents in Clerk's absence to facilitate timely transactions and departmental functions.
  • Tracked internal legal documents and verified submittal to Clerk's office for signature and execution to comply with predetermined guidelines.
  • Maintained mutually beneficial relationships with external partners and vendors to facilitate efficient operations.
  • Interacted with customers by phone, email, or in-person to provide information.
  • Self-motivated, with a strong sense of personal responsibility
  • Skilled at working independently and collaboratively in a team environment

Appellate/ Expunctions Deputy Clerk

McLennan County District Clerk's Office
06.2021 - 06.2023
  • Routed business correspondence, documents, and messages to correct departments and staff members.
  • Produced high-quality communications for internal and external use.
  • Issued invoices and followed up on outstanding payments to remind clients to pay on time.
  • Forwarded Freedom of Information Act (FOIA) requests to appropriate departments and tracked requests to verify timely response.
  • Tracked internal legal documents and verified submittal to Clerk's office for signature and execution to comply with predetermined guidelines.
  • Managed calendars and scheduled appointments to maintain smooth flow of operations.
  • Prepared and executed official documents in Clerk's absence to facilitate timely transactions and departmental functions.
  • Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
  • Provided meeting support by taking minutes and dictations.
  • Processed documents and materials to disseminate information to appropriate parties.
  • Skilled at working independently and collaboratively in team environments.

Customer Service Representative

City Of Waco Water Utilities Department
01.2019 - 06.2021
  • City of Waco water utilities department, Provide customer service for clients, process new customers, payments, service requests and adjustments according to policy
  • Prepare records and billing account updates, create work orders, enter and verify data, resolve customer issues
  • Support relationships with City and general public while maintaining confidentiality of work-related issues.
  • Performing other duties as required.
  • Tracked customer service cases and updated service software with customer information.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Delivered prompt service to prioritize customer needs.
  • Cross-trained and backed up other customer service managers.
  • Investigated and resolved accounting, service and delivery concerns.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Provided primary customer support to internal and external customers.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Responded proactively and positively to rapid change.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Managed over 9 calls per hour on regular basis.
  • Handled customer inquiries and suggestions courteously and professionally
  • Answered constant flow of customer calls with minimal wait times.

Postmaster

United States Postal Service San Saba
05.2006 - 11.2018
  • Decision making/problem solving, Budget Operations,
  • Planning and Scheduling, Safety and Health,
  • Customer and Community Relations, Labor Relations,
  • Equal Employment Opportunity, Employee Development, and Supervision
  • Hired, trained and evaluated performance of 27 employees.
  • Managed flow, operations and management services for over 70 daily post office visitors.
  • Assisted customers in determining proper postal service to align with individual needs.
  • Designed and maintained budget of over $100,000 to cut costs by 5%.
  • Maintained 100% accuracy through closely auditing and reviewing all documents.
  • Managed daily operations of 4-employee post offices.
  • Efficiently and kindly handled customer complaints and issues to increase satisfaction rates by 40%.
  • Developed and maintained detailed reports of all post office activities using multiple applications.
  • Increased productivity by 45% through streamlining workflow procedures and daily post office operations.
  • Worked flexible hours across night, weekend and holiday shifts
  • Developed and maintained detailed reports of all post office activities using various software platforms.
  • Managed daily operations of 4 post offices.

Education

Some College (No Degree) - Criminal justice

South University
Online

Some College (No Degree) - Sports Medicine

Odessa College
Odessa, TX

Some College (No Degree) - General Studies

Abilene Christian University
Abilene, TX

Some College (No Degree) - Business Management

The University of Texas of The Permian Basin
Odessa, TX

Skills

  • Budget Controls
  • Contract Development and Management
  • Cross-Functional Team Management
  • Performance Tracking and Evaluations
  • Administration and Reporting
  • Managing Laborers
  • Verbal and Written Communication
  • Time Management
  • Job Assignments
  • Managing Fleet Vehicles
  • Invoice Reconciliation
  • Managing Files and Records

Timeline

Assistant Deputy Clerk

Mississippi Supreme Court
06.2023 - Current

Appellate/ Expunctions Deputy Clerk

McLennan County District Clerk's Office
06.2021 - 06.2023

Customer Service Representative

City Of Waco Water Utilities Department
01.2019 - 06.2021

Postmaster

United States Postal Service San Saba
05.2006 - 11.2018

Some College (No Degree) - Criminal justice

South University

Some College (No Degree) - Sports Medicine

Odessa College

Some College (No Degree) - General Studies

Abilene Christian University

Some College (No Degree) - Business Management

The University of Texas of The Permian Basin

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Marla Burns