Marla Lewis
Newark,OH
Summary
A seasoned professional with a proven track record in enhancing business operations and customer satisfaction, notably at CBRE - facilitysource. Leveraged expertise in supplier negotiation and customer service to elevate service delivery standards. Achieved significant improvements in SLA compliance and service quality, demonstrating exceptional leadership and strategic planning skills.
Overview
9
9
years of professional experience
Work History
Shop Owner
Al's Mr. Tire
Newark, OH
10.2015 - Current
- Conducts research on current industry trends to identify potential areas for improvement in business operations.
- Monitors inventory levels of supplies needed for daily operations, and order additional items when necessary.
- Answer incoming calls and provide customer service.
- Maintains accurate records of customer service histories.
- Creates and maintains employee records, including new hires, terminations, salary changes, and tax withholding forms.
Facility Maintenance Specialist
Service Corporation International
Remote - Houston, TX
09.2020 - 05.2023
- Coordinated with outside contractors to ensure timely completion of facility repairs.
- Maintained records of all facility repairs, maintenance, and land care activities.
- Ensured compliance with local related to facility maintenance operations.
- Resolved customer complaints related to malfunctioning equipment or poor quality service from staff members involved in the facilities' upkeep and maintenance operations.
- Responded quickly to any urgent issues requiring immediate attention.
Service Delivery Manager
CBRE - facilitysource
Worthington, OH
09.2015 - 03.2020
- Ensured SLA compliance and maintained service delivery quality standards.
- Developed and implemented strategies to improve customer satisfaction levels.
- Monitored team performance, identified areas for improvement, and provided feedback and coaching.
- Collaborated with internal teams to develop best practices for service delivery processes.
- Negotiated contracts with vendors to ensure cost-effectiveness of services provided.
- Created reports on service delivery metrics, such as response time, resolution rate.
- Established relationships with external stakeholders to support service delivery operations.
Education
BBA - Business Management
Mount Vernon Nazarene College
Mount Vernon, OH05-2010
Skills
- Business operations
- Shipment tracking
- Customer service expertise
- Supplier negotiation
- Competitor analysis
- Store maintenance
Timeline
Facility Maintenance Specialist
Service Corporation International
09.2020 - 05.2023
Shop Owner
Al's Mr. Tire
10.2015 - Current
Service Delivery Manager
CBRE - facilitysource
09.2015 - 03.2020
BBA - Business Management
Mount Vernon Nazarene College
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