Marla Pollard

**+ years in customer service and leadership positions.

Columbus, OH 43219

adzfug@r.postjobfree.com

+1-614-***-****

Authorized to work in the US for any employer

Work Experience

Case Manager

Nationwide Mutual Insurance Company - Columbus, OH May 2023 to August 2023

• Organized and prioritized workload to ensure assigned cases were processed, issued, and placed in a timely manner, while maintaining frequent communication to manage expectations appropriately.

• Proactively took steps to move the process forward, including conducting regular and timely follow- ups on all case requirements. This was a remote contract position. Customer Service Trainer

BuyBuyBaby - Columbus, OH

January 2011 to April 2023

• My responsibilities include facilitating on-the-job coaching, developing educational material and organizing training sessions for new hires

• Ultimately, I make sure our associates develop their skills and successfully address clients’ needs

• Develops digital and print educational material (e.g. videos and manuals)

• Organizes classroom-style seminars about product features and sales techniques

• Conducts role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)

• Identifies individual and team skills gaps

• Schedules regular training sessions (e.g. monthly or quarterly)

• Ensures new hires take on basic sales training courses, including communication and troubleshooting skills

• Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)

• Coordinates mentorship programs for new customer service representatives

• Responsible for the impact of each educational course on staff performance and client satisfaction

• Maintains updated records of training curricula and material Student Phlebotomist

Labcorp - Columbus, OH

October 2019 to December 2019

• Perform blood collections by venipuncture and capillary techniques for all age groups

• Collect specimens for drug screens, paternity tests, alcohol tests etc.

• Perform data entry of patient information in an accurate and timely manner

• Process billing information and collect payments when required

• Prepare all collected specimens for testing and analysis

• Maintain patient and specimen information logs

• Provide superior customer service to all patients Cash Office Coordinator

HomeGoods - Lewis Center, OH

September 2001 to March 2011

• Provided products and service that meet the requirements of internal and external customers at all times, and abide by the Company's Common Purpose "Together, we improve people's everyday lives and well-being."

• Managed the cash flow of the store by tracking register and safe balances daily to identify and resolve problems, minimize losses and maximize the store's profits

• Prepared accurate daily and weekly cash and sales reports and maintain on site as required by company policy

• Delegated work assignments for the office and service center to ensure customer requirements are met

• Maintained records and paperwork according to state, federal, and Company regulations

• Performed the duties of a Head Cashier

Council Shop Supervisor

Lake To River Girl Scout Council - Niles, OH

October 1989 to February 2000

• Managed the operations of a Girl Scout retail store.

• Responsible for the buying, merchandising, marketing, promotion and selling of Girl Scout merchandise.

Education

Certificate in Phlebotomy

Ohio School Of Phlebotomy - Columbus, OH

October 2019 to December 2019

Diploma in Travel and Tourism

ICM School of Business Cleveland - Cleveland, OH

1987

High School Diploma

Warren Western Reserve High School - Warren, OH

1986

Skills

• I am highly skilled in customer service. My current position is the Customer Service Trainer. I have very good typing skills, knowledgeable if Microsoft Office. Very experienced on a cash register. (5 years)

• Customer service

• Leadership

• Supervising experience

• Sales

• Training & development

• Case Management

• Phlebotomy

• Venipuncture

Additional Information

Customer Service is my passion. I have over 20 years working in customer service. I would be a very good asset to your company. My work experience alone proves that I have a commitment to providing exceptional customer service.

Contact this candidate