Marlene Willard
Gastonia,NC
Summary
Customer service leader with over 23 years of experience mentoring and guiding front-line representatives in fast-paced, high-volume environments. Known for driving team performance, supporting employee development, and ensuring customer satisfaction through proactive communication and informed decision-making. Highly skilled in coaching, training, and fostering professional growth while maintaining operational efficiency. Adept at streamlining contact center operations, handling escalations, and implementing process improvements that drive customer satisfaction and operational efficiency. I am passionate about continuous learning and sharing knowledge with others.
Overview
22
22
years of professional experience
Work History
Lead Customer Relations Specialist
Enbridge Gas North Carolina
08.2003 - Current
- Provide real-time support to customer service representatives via phone, email, chat, and in-person interactions.
- Manage escalated customer issues with a focus on resolution and customer satisfaction using sound business judgement.
- Collaborate with dispatch to ensure consistent work processes and service continuity.
- Monitor representative-customer interactions and provide real-time feedback and coaching.
- Collaborate with the email response team to ensure written communication is accurate, professional and timely.
- Deliver timely and constructive coaching to develop employee skills and performance.
- Monitor and analyze performance metrics, identifying trends and coaching opportunities.
- Partner with leadership to provide feedback and drive continuous improvement initiatives.
- Analyze performance metrics to identify trends and areas for operational improvement.
- Support quality assurance goals by identifying service gaps and developing improvement plans.
- Participate in hiring and onboarding new employees.
- Conduct team-building initiatives to strengthen employee engagement and collaboration.
- Provide training on SAP time entry to new hires and assist with payroll processing.
- Handle payroll entry, reporting, and tracking using SAP systems.
Education
Some College (No Degree) -
University North Carolina Charlotte
Charlotte NCSkills
- Customer Service Tools: EMC (Elite Multi-Channel), Customer Information Systems (CIS)
- Software Proficiency: Microsoft Excel, PowerPoint, Outlook
- Data & Time Management: Verint (scheduling and adherence analysis), SAP Time Administration
- Communication: Strong oral and written communication skills
- Leadership: Emergency Recovery Leader, Team Coaching & Development
- Training and Onboarding
- Team Building & Staff Development
- SAP Time Entry & Payroll Support
- Performance Metrics Analysis
- Coaching and Quality Monitoring
- Cross-Functional Collaboration (Dispatch, Billing, Training , HR, etc)
- Contact Center Operations
- Conflict Resolution & Escalation Management
Timeline
Lead Customer Relations Specialist
Enbridge Gas North Carolina
08.2003 - Current
Some College (No Degree) -
University North Carolina Charlotte
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