Marolyn McLean

Experience

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  United Airlines

  Jan 1990 - Jan 1992

  Provided automation support to Account Executives to respond to travel agencies’ requests for customer service problem resolution, information, brochures, etc.Resolved account issues by obtaining resolutions through proper channels of the organization and keeping sales staff informed about account issues and related activities.Developed on-going productive relationships with customers and advised them of new services and products. Supported and assisted Account Executives with new retail account installations and new service orders.Provided inside retail support to Account Executive and travel agencies to ensure training was established for new equipment.Developed on-going relationship with travel agencies and advised them of new services and products

  • Account Services Representative

    Jan 1991 - Jan 1992

  • Account Services Representative

    Jan 1990 - Jan 1991
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  Denver International Airport

  Jan 1996 - Jan 1997

  Customer Service Instructor

  Designed and implemented corporate training programs for customer service representatives in passenger check-in, ticketing and customer service skills. These included incorporating United Airlines’" Rules of the Road" of: duties and procedures, promotion of customer service, computer systems operations, customer problem resolution and other issues that affect customer contact and operational services. Professional training history of 130 new hires per year to examine passenger documentation to determine destinations, airport codes, airport procedures and federal guidelinesEvaluated, tested and launched new training programs and methods that resulted in hiring customer service representative and getting them on the frontline weeks earlier. Provided direction to ensure that personnel, policies, programs and procedures of training support company vision, mission, goals and objectives, and values. Managed quality reliability function; implemented policies and programs to ensure “customer problem resolution” was first and foremost in the training employee’s mind.Integrated work redesign with quality management principles of delegating decision making to front line employees on behalf of the customer, supporting UA’s "Airline of Choice". Show less

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  United Airlines

  Feb 1997 - Aug 2013

  Customer Service Representative

  Ensure efficeient handling of customer ticketing, baggage handling, assist customers with locating their lost bags and passenger check-in. Provided operational direction to ensure that peronnel, policies, programs and procedures are administered effectively and support company objectives. Coordinate the efforts between customer service personnel with ramp service, in-flight and flight operations to achieve on-time departures.

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  PETEKIN OF SOUTH CAROLINA

  Jan 2014 - Aug 2016

  Assistant Program Manager/Site Coordinator

  I have proven success in employee relation, training, and change implementation regarding department disposition. Proven analytical and writing skills encompassing reviews of policies, specifications, and regulatory requirements. Proficient and competent trainer with excellent oral and verbal communication skills in coordinating, fact finding and the evaluation of program development. Trained 25 staff members in organizing/writing clinical notes/HIPPA Laws, ensuring daily documentation has accurate information regarding goals set for consumer. Show less

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  North Carolina Department of Transportation-OCR Division

  Dec 2016 - May 2023

  Assistant Program Coordinator

  Proven success in effectively demonstrating regulatory compliance, interpretation of state and federal laws, regulations, and guidelines. Responsible for managing and monitoring the development of partnerships with education institutions as well as other state and municipal agencies of Tier 1 counties. Accountable for reviewing policies, specifications, and requirements for the federally-funded On the Job Training (OJT) program. Overseeing the implementation of specific training to address the needs of internal customers (DOH) located within the regional area of responsibility. A proficient and competent trainer with excellent oral and verbal communication skills in coordinating, fact finding and the evaluation of program development. I oversee the coordination of training conferences for regional prime contractors. I value competent professional relationships with individuals, families to provide outreach, emotional support, coping skills. • Coordinate one day training conferences for regional prime contractors. Show less

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  Self-employed

  Jun 2017 - now

  NC Notary
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  NC Department of Health and Human Services/Office of Economic Opportunity

  Jun 2018 - Mar 2020

  Program Assistant V

  • Provide administrative support to program/fiscal analyst and 39 Community Services Block Grant (CSBG) Program grantees.• Organize and coordinate the daily business operations of the Office of Economic Opportunity (OEO) work unit related to document transmission, reception and storage, contracting, purchasing, and equipment maintenance.• Create charts/forms/documents using Microsoft Word/publisher/PowerPoint• Manage Open Window data entry of contracts for 39 CSBG grantees: scan and uploading documents/building contracts, routing contract documents for approval; mailing executed contracts to agencies.• Maintain CSBG filing system.• Development of OEO newsletter, assist with surveys and various task as need arise. Show less

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  NC Department of Health and Human Services

  Mar 2020 - now

  Program Analyst/ Community Development Specialist