Marlene Moxley
Pollett River,NB
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Fire Alarm Service industry, Data Entry, Recruitment and Retail Sales. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Customer Service Scheduling Specialist
Troy Life & Fire Safety
2021.06 - Current
- Completed weekly and daily invoicing and billing for customer service team.
- Submitted requests and changes into scheduling system and created accurate customer service schedules.
- Created and communicated schedule change notices to personnel.
- Assisted with administrative tasks and cross-trained in other departments to offer comprehensive support.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
Data Entry Specialist (remote/part-time)
DriverCheck Inc.
2016.08 - Current
- Completed data entry tasks with accuracy and efficiency.
- Compiled data and reviewed information for accuracy prior to input.
- Reviewed and updated client correspondence files and database information to maintain accurate records.
- Maintained files, records and chronologies of entry activities.
- Identified data entry errors and reported to necessary departments.
- Corrected data entry errors to prevent duplication or data degradation.
- Managed workflow scheduling, data entry, and accuracy verification for large data projects.
- Scanned documents and saved in database to keep records of essential organizational information.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
National Account Coordinator (hybrid)
Troy Life & Fire Safety
2019.06 - 2021.06
- Managed, supported and grew business relationships with existing accounts and developed strategies to increase sales and revenue.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Efficiently resolved sales, service and account issues to maximize customer satisfaction.
- Increased market penetration by growing brand awareness.
- Reached out to customers frequently to check on satisfaction, inquire about needs and propose new offerings.
- Created representative and customer sales reports and recommended initiatives for marketing and promotional programs.
- Collaborated with business development managers in partner planning process to develop mutual performance objectives, financial targets and critical milestones.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
- Coordinated with other departments to provide smooth execution of sales initiatives.
Operations Manager
Hennes & Mauritz (H&M)
2008.08 - 2016.08
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Increased profit by streamlining operations.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Executive Recruiter
McDonald Green Recruitment
2006.06 - 2008.08
- Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
- Negotiated unique compensation packages to attract and close candidates.
- Discussed contracts, benefits packages and executive compensation facets with new hires.
- Followed up with selected job candidates about decisions.
- Followed up with notable applicants sourced via industry-specific pipelines, events, and job fairs.
- Reviewed resumes and applications to screen candidates to fill job positions.
- Tracked candidates and pushed for feedback on disqualifications, time-to-fill statistics and other variables.
- Maintained relationships with technical professionals to gain industry knowledge and obtain referrals.
- Wrote executive job descriptions and lists of qualifications for client companies.
Education
Business Management Certificate - Business Management
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON05.2005
Skills
- Order Processing
- Direct Sales
- Promotional Support
- Account Management
- De-Escalation Techniques
- Customer Service
- Quality Control
- Product Education
- Sales and Upselling
- Data Entry
- Product and Service Knowledge
- Computer Skills
- Customer Data Confidentiality
- Problem Resolution
- Cultural Awareness and Sensitivity
- Relationship Building
- Project Management Abilities
- Multi-Line Phone Systems
- Staff Education and Training
- Multitasking and Prioritization
- International Sales Support
- System Implementation
- Retail Store Support
- Account Updating
- Contract Development
- Retail Materials Management
- Portuguese Fluency
- Issue and Complaint Resolution
- Administrative and Office Support
- Customer Relationship Management (CRM)
- Shipping Procedures Understanding
- MS Office
- Remote Office Availability
- Customer Account Management
- POS Systems and Ordering Platforms
- Process Improvement
- POS Systems Expert
Timeline
Customer Service Scheduling Specialist
Troy Life & Fire Safety
2021.06 - Current
National Account Coordinator (hybrid)
Troy Life & Fire Safety
2019.06 - 2021.06
Data Entry Specialist (remote/part-time)
DriverCheck Inc.
2016.08 - Current
Operations Manager
Hennes & Mauritz (H&M)
2008.08 - 2016.08
Executive Recruiter
McDonald Green Recruitment
2006.06 - 2008.08
Business Management Certificate - Business Management
Conestoga College Institute of Technology And Advanced Learning
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