Marlana Hilbec

• Investigate customer complaints
• Respond to Better Business Bureau complaints
• Address complaints sent to high level executives within Bank
• Respond in writing to all complaints
• Provide agent coaching
• Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
• Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
• Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.

• Call Monitoring
• Specialized Access Requests
• Agent Coaching
• Developing and implementing action plans
• Create training material
• Direct training for up to 30 individuals
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
• Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.

Preform exceptional customer service

• Deescalate customers
• Maintained high levels of service quality by consistently meeting performance metrics and adhering to established protocols.
• Contributed positively to overall team morale by maintaining a positive attitude and consistently demonstrating a strong work ethic, even during periods of high call volume or increased workload pressures.
• Assessed and resolved customer service problems and executed solutions.
• Supported marketing initiatives by effectively communicating promotional campaigns or product updates to both existing clients and potential leads during interactions.
• Developed a comprehensive understanding of client needs and preferences, allowing for the delivery of tailored solutions that drove customer satisfaction levels higher.

• Payroll
• Enforces policy and procedure
• Conduct trainings
• Managed schedules, accepted time off requests and found coverage for short shifts.
• Maintained records and logs of work performed and materials and equipment used.
• Conducted thorough quality assurance checks on completed work, ensuring compliance with industry standards and client requirements.
• Improved team morale and productivity with regular feedback sessions and recognition of achievements.

• Supervised up to 80 inmates in a housing unit
• Enforces rules of conduct
• Assists in adverting riots and escapes through routine inspections
• Investigated incidents and crimes, collected evidence, and recorded witness statements.
• Organized criminal documents such as logs, records, reports, and agendas to streamline processing and improve traceability.
• Responded to emergency calls to provide assistance.

• Responsible for safety and security of campus interior as well as exterior
• Enforced Hospital rules and regulations
• Acted quickly during emergency situations to reduce opportunity for damage and injury.
• Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
• Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
• Oversaw daily monitoring and patrolled buildings, grounds, and work sites.

• Planned and executed activities to promote skill and talent development.
• Assisted in providing a safe, secure environment for residents
• Provided direct care supervision
• Offered constructive feedback to minors under care regarding specific actions, behaviors, and words.

• Monitored and responded to an alarm panel
• Secured limited access areas
• Acted quickly during emergency situations to reduce opportunity for damage and injury.
• Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
• Checked and verified photo identification prior to granting facility access.
• Improved overall security by conducting regular patrols and monitoring surveillance systems.
• Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.