Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Marlies Rodgers

Bentonville,AR

Summary

With 14 years of experience at Walmart, I offer expertise in problem-solving, data analysis, and customer service. I am skilled in adapting to new technologies and processes to drive positive outcomes and I have demonstrated success in project management and creating innovative solutions for challenges.

Overview

14
14
years of professional experience

Work History

Lead Specialist – Store Executive Escalations

Walmart
07.2023 - Current
    • Utilized reporting to identify trends and outliers to input into Trade, WBR and MBR decks.
    • Organized successful launch of new business initiatives for Fulfillment Center support and Store Lead pilot. Included but not limited to training guides, content creation, and offline workflows.
    • Relationship building with key stakeholders to facilitate and drive resolution for executive store escalations, aligning with the departments goal for less than 2hr initial response times and less than 15 day average time to resolve.

Team Leader – Store Support

Walmart
04.2022 - 07.2023
    • Recruited talent for hiring of Tier II Merchandise/Store Other support, and Tier I Transportation support.
    • Provided real-time coaching and development in order to create high performing teams; this was done by consistent 1x1s, monthly Quality audits and creation of a Team podcast, beginning a team cookbook, and facilitating virtual team activities t0 increase overall team engagement.
    • Creation and upkeep of training materials and content via KB.
    • Successful accountability tracking by way of action planning, performance improvement plans and disciplinary actions where necessary; this led to 95% successful/exceeding rating for downline performance evaluations for FY23.
    • Established open and professional relationships with team members to achieve quick resolutions for various issues.

Resolution Specialist Customer Escalations – ACE

Walmart
07.2021 - 04.2022
    • Frontline contact support for questions supporting Merchandise, Merchandise T2 and Transportation
    • Provided real-time coaching and development for contact handling opportunities
    • Partnership with Team Leaders and Team Managers to ensure alignment of departments goals for SLA and CPH

Resolution Specialist II & III

Walmart
06.2015 - 07.2021
  • Fielded contacts from over 5k Stores and Markets in need of support for Merchandise issues, ranging from modular issues, GNFR ordering, App issues and Overstock/Understock/Pricing requests.
  • Root cause analysis for contact drivers/trends
  • Driver of contact resolution and customer satisfaction within the department's goals

Sales Associate

Walmart
05.2011 - 06.2015
  • Strategy and execution of store modulars and product placement
  • Store event planning and demonstrations
  • POC for 3rd party contract and prepaid carriers for activation and maintenance of cell service, inventory and sales

Education

Bachelor's Degree - Psychology

American Public University
Charles Town, WV
01.2017

Skills

  • Process optimization leadership
  • Data-driven decision making
  • Driving team productivity
  • Root-cause analysis
  • Collaborative stakeholder relations
  • Operational streamlining

Accomplishments

  • Project planning and execution of Store Escalations roadmap initiatives for FY26; OneNote Review and Updates, Alarm Central and Facilities Maintenance Ghost Bucket Review in SNOW.
  • Relationship building with key stakeholders within Home Office to implement and execute various business initiatives; NCR (monthly meetings and Teams chat with business leaders), AEDT (monthly meetings and a newly established Teams chat with business leaders), DSL Team (contacts and assistance with various questions regarding our business)

Timeline

Lead Specialist – Store Executive Escalations

Walmart
07.2023 - Current

Team Leader – Store Support

Walmart
04.2022 - 07.2023

Resolution Specialist Customer Escalations – ACE

Walmart
07.2021 - 04.2022

Resolution Specialist II & III

Walmart
06.2015 - 07.2021

Sales Associate

Walmart
05.2011 - 06.2015

Bachelor's Degree - Psychology

American Public University

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Marlies Rodgers