Marla Miller
Johns Creek,GA
Summary
Goal-oriented Customer Service Manager with 20 years of experience in leadership roles. Detail-focused and driven. Skilled in communication and collaboration.
Overview
20
20
years of professional experience
Work History
Manager Customer Services
United States Postal Service, USPS
Phoenix, AZ
05.2000 - 05.2020
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Monitored customer service operations to assess agent performance and provide feedback.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
Education
No Degree - Business Administration And Management
Ohio State University
Columbus, OHSkills
- One Call Resolution
- Handling Escalations
- Policy Enforcement
- Issue Resolution
- Workflow Management
- Scheduling and Coordinating
- Time Management
- Work Prioritization
- Verbal and Written Communication
- Call Monitoring
- MS Office
- Budgeting and Reporting
- Lean Six Sigma
- Microsoft PowerPoint
Timeline
Manager Customer Services
United States Postal Service, USPS
05.2000 - 05.2020
No Degree - Business Administration And Management
Ohio State University