Marla Johnson
Overland Park
Summary
With a proven track record at Gill Studios Inc., I excel in optimizing customer experiences and enhancing service standards through expert call management and dynamic team development. My strategic approach to problem-solving and commitment to excellence have significantly boosted client satisfaction rates, showcasing my ability to blend technical proficiency with exceptional interpersonal skills.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Gill Studios Inc.
03.2014 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Managed timely and effective replacement of damaged or missing products.
Front Office Receptionist
Olathe Medical Center
07.2007 - 03.2014
- Reduced wait times for callers, promptly answering phone lines and directing calls as needed.
- Maintained clean reception area to promote positive, professional environment for clients.
- Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
- Maintained a high level of professionalism while handling sensitive customer information, ensuring privacy and confidentiality.
- Answered multi-line phone system and enthusiastically greeted callers.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Increased efficiency through proficient use of office software, including word processing and spreadsheet applications.
- Minimized errors in medical paperwork by checking terminology and complying with insurance policies.
- Developed strong relationships with clientele through excellent communication skills and genuine attentiveness to their needs.
- Streamlined front office operations by effectively managing appointments and maintaining up-to-date patient records.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Resolved customer problems and complaints.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
Education
Associate Of Occupational Studies - X-Ray Medical Technician
Heritage College
Kansas City, MO07.2007
Skills
- Payment processing
- Call center operations
- Call management
- Paperwork processing
- Team development
- Administrative support
- Data collection
- Clerical support
- Live chat support
- Product and service solutions
- Multi-line phone talent
- Sales expertise
- Order fulfillment
- Store maintenance
- Recordkeeping strengths
- Account updating
- Research
- Account management
- Staff education and training
- Retail store support
- Stock management
- Service standard compliance
- Document control
- Brand representation
- Quality assurance controls
- Shipping and logistics
- Sales closing
- POS systems expert
- CRM software
- Information security
- CRM software proficiency
- Training development aptitude
- Delivery scheduling
- System implementation
- Warehousing functions
- Receiving support
- Process optimization
- Record preparation
- Consultative sales
- Report creation
- Software CRM system proficiency
- Report preparation
- Credit adjustments
- Promotional support
- Key stakeholder relationship building
- Report generation
- Lead generation
- Travel planning
- Warranty service
- Route management
- Order processing
Timeline
Customer Service Representative
Gill Studios Inc.
03.2014 - Current
Front Office Receptionist
Olathe Medical Center
07.2007 - 03.2014
Associate Of Occupational Studies - X-Ray Medical Technician
Heritage College
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