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 - Communicate 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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