Data Entry Call Center

John Marn

Fort Wayne, IN ***** 260-***-**** ********@*****.*** Bold Profile

PROFESSIONAL SUMMARY

Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.

SKILLS

Decades of customer service skills.

Decades of soft and outside sales skills

Very good computer skills

Ability to analyze and set ideas in motion by utilizing team's talent and enthusiastically encouraging team members to perform at their highest level.

Self-motivator

Process Improvement

Data Analytics

Operations Management

Strategic Planning

Schedule development

Staff Management

WORK HISTORY

MANAGER 7/25/2024 TO 4/14/2025

The Lighthouse Family Thrift Store Fort Wayne, IN

Includes training all new employees.

Oversaw day to day operations.

Managed any/all customer complaints.

Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.

Coordinate with the Volunteer Director to assign work projects for volunteers.

SUPERVISOR 10/2023 to 02/2024

Intellectual Technology Inc Fort Wayne, IN

Includes hiring, training and handling payroll issues

Oversaw day-to-day operations for each kiosk

Handled any/all customer complaints.

Assisting with any technical issues that arise at kiosks.

In charge of all northern Indiana BMV kiosks from Mishawaka to Indianapolis.

Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.

Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.

MANAGER 12/2013 to 09/2023

Teleperformance USA Work From Home

Organizing and maintaining work shifts by motivating team to meet and exceed KPI goals set by client

Coaching and motivating call center employees to perform at their highest level possible

In charge of hiring and maintaining call center employees as well as training them.

Started brand new call center for one of our clients from scratch using clients’ plans and specifications. I interviewed and hired all new call center representatives, quality control and supervisory teams.

Increased team productivity by implementing streamlined processes and effective communication strategies.

Achieved departmental goals by developing and executing strategic plans and performance metrics.

Reduced operational costs through comprehensive process improvement initiatives and resource management.

HEAD TELLER 03/2008 to 11/2013

Chase Bank Fort Wayne, IN

Responsible for all vault cash transactions and money shipments

Responsible for not only balancing my own cash drawer at end of shift but also the coin machine

Enhanced customer satisfaction by providing efficient and accurate transaction services.

Streamlined teller operations for improved productivity, implementing organized cash drawer management procedures.

Reduced errors in transactions with vigilant attention to detail and adherence to banking regulations.

Managed high-volume cash drawer, maintaining accountability and minimizing discrepancies.

Developed strong relationships with customers, promoting bank products and services tailored to individual needs.

Assisted branch management in implementing new policies and procedures, ensuring smooth transitions for both staff and clients.

LEADERSHIP EXPERIENCE

Lay Pastor for Aboite Baptist Church

Biblical Counselor for men with addiction issues

EDUCATION

High School Diploma

Eastlake North High School, Eastlake

High School Diploma

Eastlake North High School, Eastlake

COMMUNICATION SKILLS

Manager of a brand-new call center process, Equifax. Worked with client to develop the call center needs to suit client's needs. Helped develop training program, hire and develop staff to client's specifications. Develop supervisors to run the team of staff for each work shift. Worked to develop the Quality team to make sure calls were monitored properly according to client's needs.

ADDITIONAL INFORMATION

I have over twenty-five years of customer service and would like to use the skills I have honed and bring them to a new opportunity.

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