Marlene Crouch
Health Care Logistics, Inc.
Chillicothe,USA
1
Language
1
Certification
13
years of professional experience
Results-oriented Customer Service Professional with over 25 years of experience in client relations, including 15 years in dispatching and 3 years in management. Skilled in utilizing technology, including Microsoft Office Suite, to enhance efficiency. Proven ability to multitask across multiple phone lines and effectively research information to support customer needs.
Work History
Retail Logistics Router
4 Months- Spearheaded retail logistics operations with a focus on optimizing supply chain efficiency. Expertly managed LTL (some full truck loads) routing to ensure timely deliveries, reduce transportation costs, and improve overall distribution accuracy. Proven track record of streamlining warehouse workflows and coordinating complex shipments to meet strict retail deadlines.
- Conducted data entry for customer records using Outlook and Gmail.
- Created and Filed documents.
- Monitored and logged parcel and LTL shipments to ensure accuracy for customers.
- Acquired comprehensive knowledge of processes in retail logistics.
Sourcing Specialist
4 Years 6 Months- Collaborated with procurement team to identify and evaluate potential suppliers and vendors
- Contributed to development of sourcing strategies that enhanced procurement processes
- Managed purchase orders and tracked deliveries to ensure on-time and accurate supply of goods
- Assisted in the preparation of RFQs (Requests for Quotation) and RFPs (Requests for Proposal)
- Designed and printed labels for medication distribution at pharmacies and hospitals.
- Managed communication through calls and emails to address product requests and inform about discontinued items.
- Manufactured tailored foam and fabricated inserts to enhance product protection during shipping.
- Sourced rare and hard-to-find items to meet specific customer needs.
- Organized and filed paperwork systematically to maintain efficient record-keeping.
Private Label Assistant
2 Years 4 Months- Utilized company system to input data for labeling and distributing our brand and third-party products. Updated new pricing for pharmacies and suppliers from our sales leads. Resolved product holds, enabling sales to suppliers and contractors. Purchased POs for distribution of sales and orders. Requested product samples for POG space center, facilitating marketing photography. Generated Quality Control numbers for our products for FDA drug approvals. uploaded Osha approved safety and hazardous data sheets from products.
- Coordinated cross-departmental communication to streamline project workflows.
- Managed scheduling and logistics for meetings and events, ensuring efficient operations.
- Developed training materials to onboard new staff, enhancing team productivity.
Customer Service Representative
5 Months- Handled over 100 daily incoming calls, achieving lowest call completion time among representatives. Trained new hires, facilitating their transitions into new roles and acculturation. Resolved email issues for clients needing service, ensuring timely support and satisfaction. Scheduled technician appointments for clients to ensure timely service. with technicians. Advised customers if there were any service issues in their area. Adjusted overcharged charged billing issues. Guided customers through troubleshooting processes to resolve equipment issues effectively.' equipment to get them working.
- Resolved customer inquiries efficiently through multi-channel communication platforms.
- Trained new team members on best practices for customer interaction and system usage.
- Analyzed customer feedback to implement service improvements and enhance satisfaction.
Furniture sales lead
2 Months- Sold furniture to clients and facilitated special orders for out-of-stock items. Executed loading and unloading of merchandise to ensure timely stock replenishment. of products and counting inventory. Utilized computer systems for processing payments and providing product coverage options to customers.
- Led team in achieving sales targets through effective merchandising and customer engagement strategies.
- Trained and mentored new staff on product knowledge and sales techniques to enhance performance.
- Developed promotional displays that increased product visibility and attracted customer interest.
Customer Service Representative
5 Months- Assisted customers in locating products to enhance shopping experience. Was a cashier, helped returning customers' unwanted merchandise. Processed money orders and Walmart Pay transactions using checks and cash.Received and exchanged money, worked in returns of merchandise. also flexible working in the money service center transferring and taking money. Assisted customers in resolving issues and providing directions.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Streamlined support processes to enhance service delivery and customer satisfaction.
- Trained new staff on company policies, product knowledge, and customer interaction protocols.
Dispatcher
2 Months- Answered incoming calls from customers and drivers to facilitate communication. Dispatched and coordinated with drivers for stops, ensuring timely deliveries. Organized next day's schedules to ensure smooth operations. Collaborated with management on handling accidents or injuries, prioritizing safety and response.
- Coordinated logistics for timely dispatch of freight, ensuring efficient route management.
- Monitored shipment statuses, proactively addressing delays and optimizing delivery schedules.
- Collaborated with drivers to confirm pick-up and drop-off locations, enhancing communication flow.
Sales Consultant
10 Months- Greeted customers, assessed needs, and provided tailored solutions. Facilitated sales of furniture, appliances, and electronics, enhancing customer satisfaction. Worked with credit department and finance department. Coordinated dispatch of delivery drivers while maintaining customer log for efficient service.
- Cultivated relationships with clients to enhance customer loyalty and drive repeat business.
- Analyzed customer needs to provide tailored furniture solutions, increasing satisfaction levels.
- Collaborated with team members to optimize sales strategies and improve overall performance.
Customer Service
5 Months- Documented patient medical records in electronic system. Retrieved records for Lawyers, workers' comp, Doctors and pharmacists. Facilitated walk-in appointments and processed mailing and faxing requests. Answering incoming and outgoing mail and phones.
- Resolved customer service issues related to pricing or discounts.
- Provided outstanding customer service, addressing concerns promptly and professionally.
- Enhanced customer service experience by efficiently processing purchases and returns.
Customer Service Representative
5 Months- Scheduled and completed patient demographics in system to ensure accurate record-keeping
- Verified insurance coverage and prepared documentation for timely filing
- Sent medical records to doctors' offices, lawyers, workman's comp, and pharmacists with proper release papers to facilitate care
- Sent medical records to other doctors offices, lawyers, workman's comp and pharmacist. with proper release papers.
Customer Service Manager
2 Years 3 Months- Organized meetings, travel plans, and research activities while facilitating a new phone system.
- Facilitated installation and provided training for staff
- Collaborated with personnel to improve Better Business rating and achieve accreditation with Better Business Bureau while coordinating meetings with shipping partners like UPS and USPS
- Installation and personnel training
- Utilized various software and office equipment, including Excel, Word, Outlook Express, multi-line phone systems, and scanners, for efficient picking and packing of merchandise
Education
High school - equivalent
Billing and coding - 2 years of college
on line
Skills
Supply chain management
Timely delivery oversight
Shipping documentation
Logistics customer support
Data management
Excel proficiency
Spreadsheet management
Inventory management
Document organization
Microsoft Office expertise
Computer systems operation
Relationship building
Customer service
Client support
Oversight of customer accounts
Effective communication techniques
Problem solving
Ticket resolution
Compliance with guidelines
Regulatory compliance
Internet research skills
Office administration
Regulatory compliance
Accomplishments
When working with a china based company "USA111" they were at a below "F" Rating, when I took it over we stayed at an "A+" rating until the company folded.
Certification
- Driver's License
- Drivers license
- June 2016 to December 2024
Languages
English - Fluent
Timeline
Retail Logistics Router
NFI Industries
04.2026 - CurrentRead More
Sourcing Specialist
Health Care Logistics, Inc.
02.2022 - CurrentRead More
Private Label Assistant
Medix/ Cardinal health
10.2019 - 02.2022Read More
Customer Service Representative
Spectrum
05.2019 - 10.2019Read More
Furniture sales lead
Big lots
02.2019 - 04.2019Read More
Customer Service Representative
Walmart store
09.2018 - 02.2019Read More
Dispatcher
Forward air inc.
06.2018 - 08.2018Read More
Sales Consultant
Farmers Home Furniture
06.2017 - 04.2018Read More
Customer Service
Ciox Health
08.2016 - 01.2017Read More
Customer Service Representative
Health First
03.2016 - 08.2016Read More
Customer Service Manager
Usa 111 Inc
10.2013 - 01.2016Read More
Marion Franklin
High school from equivalent
Read More
Penn state
Billing and coding from 2 years of college
Read More
Awards
Customer service manager, October 2013, Helped my company go from a below F rating to an A+ with the Better business bureau and kept it there for 3 years as well as helping them get accredited with the BBB. Brought the company from 1 customer service rep to 16. added new phone lines and new computers and helping to program them both. Lead and trained associates to succeed in Ebay and Amazon., Customer service, February 2004, Top sells for HBO at Time warner cable for 3 months in a row.
Additional Information
- Authorized to work in the US for any employer
- Willing to travel and drive/fly long distances for the company flexible with some hours.