Marla Nichols
Lexington,SC
Summary
Goal-oriented manager with distinguished experience in customer support. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
Customer Service Specialist III/ Team Trainer
Lennox International
01.2021 - 05.2024
- Consistently exceeded sales goals by achieving three times the targeted sales volumes
- Provided front line support to customers addressing inquiries, troubleshooting issues, and tracking escalation issues
- Demonstrated expert knowledge of HVAC systems
- Educated customers on product features, and benefits of new products which results in $200k of additional product sold
- Mentored new hires, resulting in stronger staff development and increased productivity.
Store Manager II
Lennox International
06.2015 - 01.2020
- Successfully increased store sales through customer engagement activities, strategic sales initiatives, and effective team leadership
- Led a team of associates in areas of safety, marketing, and training to foster a high performing and customer-focused culture
- Developed and executed marketing campaigns and promotions resulting in increased customer traffic
- Established strong relationships with customers, contractors, and suppliers, earning a reputation for exceptional service and product expertise
- Organized and executed successful store events
Warranty Specialist/ Customer Service Manager
Thorpe Heating & Cooling Inc
01.2010 - 06.2015
- Managed a team of HVAC technician, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and high-volume customer service techniques.
- Ensured compliance with all relevant laws and regulations regarding product warranties while protecting company interests.
- Monitored inventory levels closely, ensuring necessary parts were available for timely repairs under warranty.
Skills
- CRM Systems
- Microsoft Suite
- Salesforce
- SAP
- Lennox Pros
- HVAC
- Order Transformation
- Customer Relations
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Specialist III/ Team Trainer
Lennox International
01.2021 - 05.2024
Store Manager II
Lennox International
06.2015 - 01.2020
Warranty Specialist/ Customer Service Manager
Thorpe Heating & Cooling Inc
01.2010 - 06.2015
Accomplishments
- Customer Service and Sales Certification (CSSC)
- 250+ Diverse LII online course completions
- Marketing Ambassador
- Store Advisory Council
- Safety Champion
- Triple Bundle BOSS Champion
- Multiple Awards for Safety, Leadership & Teamwork
- Lennox Knowledge Pro I & II
- Forklift Certification
- Vendor Direct Sales Champion