Customer Service Experience

C. Marlo Echols

817-***-**** ***********@*****.*** LinkedIn Fort Worth, TX

Results-driven sales professional with a background in packaging solutions, delivery logistics, and warehouse operations. Proven ability to build client relationships, drive revenue, and manage complex workflows. Recognized for reliability, customer service, and a strong work ethic in both field-based and corporate environments.

AREAS OF EXPERTISE

B2B Sales & Client Management Packaging Solutions & Mockups Order Fulfillment & Follow-Through Forklift Operation & Warehouse Logistics Delivery Coordination Customer Experience Conflict Resolution Equipment Setup & Training

TECHNICAL SKILLS

Microsoft Office Suite Google Suite Salesforce HubSpot Document Management System Twist

PROFESSIONAL EXPERIENCE

Senior Sales Executive 2021 – 2025

Virtual Packaging Grapevine, TX

●Drive client retention initiatives, maintaining a 98% satisfaction rate through personalized communication and strategic problem-solving, ensuring long-term loyalty and engagement.

●Lead and mentor teams from marketing, product development, and operations, implementing tailored coaching to enhance skills, streamline workflows, and increase departmental synergy.

●Facilitate targeted training programs in data analytics and project management, leading to a 23% improvement in workflow accuracy and reducing project turnaround times from 7 to 5 days.

●Manage the full lifecycle of design mock-ups and product prototypes, coordinating digital press runs, sample creation, and short-run projects to ensure 100% adherence to client specifications.

●Engage clients to identify pain points during project initiation, delivering tailored solutions or connecting them with the appropriate contact, enhancing project outcomes and customer trust.

●Manage high-volume client communication, handling 300+ emails and calls weekly, consistently maintaining responsiveness and clarity that contributes to an increased client satisfaction score.

●Streamline documentation management for seamless project tracking and communication, ensuring compliance and easy access to critical information.

●Proactively resolve client concerns through detailed correspondence, leading to a 15% reduction in issue escalation and improved customer relationships.

Learning Ambassador 2017 – 2021

Amazon Fort Worth, TX

●Peer Training & Coaching - Guided new hires through standard operating procedures, equipment usage, and Amazon processes to ensure team readiness and compliance.

●Onboarding & Orientation - Delivered orientation sessions and facilitated smooth transitions for new employees entering fast-paced fulfillment environments.

●Process Documentation - Communicated complex procedures in a clear, step-by-step manner, supporting consistent adherence to operational standards.

●Public Speaking & Presentation - Conducted group training and one-on-one coaching with confidence, fostering an engaging and educational environment.

●Problem Solving & Adaptability - Assisted associate’s in real-time with issues on the floor, adjusting teaching methods based on learning styles and operational needs.

●Performance Monitoring - Observed and provided feedback to team members, helping to identify and correct process deviations early.

●Safety & Compliance Training - Reinforced Amazon’s safety culture by teaching safe practices and ensuring trainees followed guidelines.

●Time Management & Scheduling - Balanced training responsibilities with personal productivity targets and shift demands.

●Team Collaboration - Worked closely with Area Managers, Process Assistants, and other Learning Ambassadors to ensure training alignment and consistency.

●Use of Internal Systems & Tools - Navigated Amazon’s internal training platforms, productivity dashboards, and tracking systems for reporting progress and completion

Delivery Driver 2006-2017

Mediwell Inc. Fort Worth, TX

Coordinated and executed timely delivery and in-home setup of durable medical equipment, ensuring patients and caregivers fully understood usage, safety protocols, and care instructions.

Provided compassionate, patient-focused service during each interaction, helping to build trust and improve quality of care for medically vulnerable clients.

Maintained detailed documentation for compliance purposes and communicated effectively with office staff and healthcare providers to support seamless service delivery.

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