Marla Champion
Green Cove Springs
Summary
Dynamic leader with extensive experience at Clay County Utility Authority, adept in team management and customer relationship management. Excelled in policy development and employee training, boosting team productivity and customer satisfaction. Skilled in analytical thinking and verbal communication, consistently achieving and surpassing goals.
Overview
9
9
years of professional experience
Work History
Customer Service Supervisor
Clay county Utility Authority
Middleburg
11.2019 - Current
- Responsible for verifying time -card and processing approval.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Assisted in developing training materials for new hires as well as existing employees.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Guided employees in handling difficult or complex problems.
- Answered phone calls and responded to questions and concerns.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Created training manuals to resolve simple and complex customer issues.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Resolved customer complaints or answered customers' questions.
- Recruited, interviewed and selected employees to fill vacant roles.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Evaluated employee job performance and motivated staff to improve productivity.
- Managed team of customer service representatives to ensure high-quality support.
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
- Verified and approved or denied timecards for payroll processing
Store Manager
Vitamin Shoppe
Saint Augustine
03.2018 - 11.2019
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Prepared monthly reports on sales figures, expenses, profits.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Reviewed customer feedback to make operational improvements and promote satisfaction.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Trained and mentored associates to teach daily tasks and procedures.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Updated and maintained store signage and displays.
- Established customer service standards and monitored staff compliance.
- Delegated work to staff, setting priorities and goals.
- Recruited, trained and supervised new employees.
- Processed payroll weekly
- Verified time cards
Lead Customer Service Representative
Clay County Utility Authority
Middleburg
09.2015 - 11.2019
- Monitored team performance metrics and identified areas for improvement.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Balanced and maintained a cash drawer
Store Manager
Office Depot Inc
Jacksonville Beach
02.2017 - 11.2018
- HR store level processing and verifying of timecards for approval
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Assisted with customer requests and answered questions to improve satisfaction.
- Operated a variety of machinery and tools safely and efficiently.
- Worked effectively in team environments to make the workplace more productive.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Education
High School Diploma -
Ridgeview High School
Orange Park, FL06-2001
Some College (No Degree) -
St Johns State College
Orange Park, FLSkills
- Customer service
- Employee training
- Performance management
- Policy development
- Timecard verification
- Team leader
- Task delegation
- Team productivity
- Customer relationship management
- Team coaching
- Escalation management
- Analytical thinking
- Time management
- Training development
- Team management
- Call center management
- Verbal and written communication
- Customer escalations
Accomplishments
- Excellent Customer Service award
Timeline
Customer Service Supervisor
Clay county Utility Authority
11.2019 - Current
Store Manager
Vitamin Shoppe
03.2018 - 11.2019
Store Manager
Office Depot Inc
02.2017 - 11.2018
Lead Customer Service Representative
Clay County Utility Authority
09.2015 - 11.2019
High School Diploma -
Ridgeview High School
Some College (No Degree) -
St Johns State College
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