Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Marlene Franklin

Byram,MS

Summary

Experienced with managing complex projects and leading diverse teams to successful completion. Utilizes strategic planning and effective communication to drive project progress. Track record of fostering collaboration and ensuring project milestones are met efficiently.

Overview

31
31
years of professional experience
1
1
Certification

Work History

Project Team Leader

Division Of Medicaid
09.2002 - Current
  • Fostered a positive work environment by promoting collaboration, open communication, and mutual respect among team members.
  • Communicated project expectations to team members and stakeholders to set tone for high productivity level.
  • Built flow charts and project plans, informing clients on available services while proposing viable paths towards accomplishing objectives.
  • Developed and managed comprehensive project plans and associated project documents to keep ongoing development on schedule.
  • Prepared budgets for senior leadership
  • Implemented remote work from home process with guidelines for review.
  • Promoted Engagement of Team

Customer Service Resolutions

Best Buy
09.2004 - 09.2014
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.

Bell South Associate

Bell South
09.2000 - 05.2006
  • Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
  • Developed and implemented strategies to increase customer satisfaction and engagement.
  • Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.
  • Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.

Sales Coordinator

Pearl River Valley Electric Power Association
07.1994 - 11.2001
  • Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
  • Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
  • Increased sales revenue by establishing strong relationships with clients and identifying new business opportunities.

Education

University Studies

University of Mississippi
Oxford, MS
05-2021

Skills

  • Team management
  • Coaching and mentoring
  • Task delegation
  • Influencing skills
  • Customer service
  • Multitasking
  • Problem-solving abilities
  • Attention to detail
  • Critical thinking
  • Organizational skills
  • Team leadership
  • Verbal and written communication
  • Detail-oriented
  • Analytical thinking
  • Conflict resolution

Certification

Certified Public Manager (CPM) State Personnel Board

Certified Supervisory Manager (CSM) State Personnel Board

Leadership Development Series (LDS)

BSC (Basic Supervisor Course)


Timeline

Customer Service Resolutions

Best Buy
09.2004 - 09.2014

Project Team Leader

Division Of Medicaid
09.2002 - Current

Bell South Associate

Bell South
09.2000 - 05.2006

Sales Coordinator

Pearl River Valley Electric Power Association
07.1994 - 11.2001

University Studies

University of Mississippi

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