Malorie Clark is seeking a customer service role where she can inspire and encourage others while exceeding expectations. She has over 15 years of experience in customer service, sales, administrative support, and management. Malorie enjoys bringing people together to accomplish goals and values collaboration. She is proficient in various software programs and passionate about serving others.

1. 1 Malorie Clark ∙ 404.510.5084 ∙ malthegal11@gmail.com
Malorie Clark
ServiceExtraordinaire∙EternalOptimist∙CoffeeLover
My passion in life is to serve others. I get such joy from helping people, whether in the
workplace, home, or community. I approach every opportunity with enthusiasm and have
the ability to get others excited along the way. Being a part of a dynamic team is important
to me as I believe “two heads are better than one”! I love bringing people together to
accomplish a goal and inspiring and encouraging people. My three priorities in the
workplace are generating enthusiasm, taking action, and valuing collaboration. In addition, I
make great coffee and prefer only the best, fresh roasted coffee from around the world!

2. 2 Malorie Clark ∙ 404.510.5084 ∙ malthegal11@gmail.com
OBJECTIVE
To serve clients and personnel in a professional and positive manner in any
capacity. To exceed expectations and create a positive work atmosphere,
inspiring others and meeting goals. To contribute to and encourage a team
atmosphere, working together to create an experience that exceeds client
expectations.
EDUCATION
2004-2005 Pensacola Junior College Pensacola, FL
AA
 One year completed. Moved to GA. Planning on continuing education via
online classes.
 Lynda.com courses for customer service
 Test Complete 101 and 201 webinars
WORK EXPERIENCE
03/2014 – Current ● Alpharetta, GA ● North American Mission Board
Customer Service Representative
 Answering customer support calls and emails using ticketing program
FreshDesk.
 Supporting team in maintaining an 80% goal for resolution rate.
 Provide Tier 1 IT support for team as the platform SME.
Admin Support
 Coordinating team events.
 Document process flow for teams.
 Provide Admin support for team platforms (6 systems).
Training
 Training of new employees on platforms and processes.
 Script, record, and edit training videos pertaining to customer
experiences, platforms, and changes to process and systems.
 Create training for breakout session during User Conference for 80+
attendees.
Testing
 Provide UAT for IT and QA teams, utilizing systems like JIRA.
 Coordinate UAT contractors in supporting UAT needs.
Data Steward
 Provide weekly and monthly reports for team including ticket numbers,
escalations, and phone calls.
 Pull and create reports for other teams utilize systems like Domo.
 Maintain customer records and provide support for data cleanup in
Microsoft CRM.

3. 3 Malorie Clark ∙ 404.510.5084 ∙ malthegal11@gmail.com
Enterprise Onboarding
 Assist in development of Enterprise Onboarding of team’s model for
customer service and adoption of FreshDesk ticketing system (approx..
100 employees onboarded).
 Develop and maintain Knowledge Base (based loosely on KCS model).
 Script, record, and edit training videos for employee onboarding.
 Delegate and train team mate to take over continuation of onboarding.
10/2013- 03/2014 ∙ Alpharetta, GA ∙ North American Mission Board
Temporary Administrative Support
 Assist with CRM database cleanup- merging duplicate accounts and
removing obsolete accounts.
 Assist with updating Workday contact information- updating addresses
based on returned mail.
 Point person for O365 NAMB Migration- Organize and schedule 250
migrations. Create profiles for each individual user based on
surveymonkey.com results. Follow up with emails from users and
vendors. Schedule meetings between IS and Vendors.
 Contact Paula Link or Tom Wigginton
07/2009-08/2013 ∙ Canton, GA ∙ CoffeeAM.com
Customer Service/Sales Representative
 Answer incoming phone calls for general reception, customer
service, returns, and order placement.
 Make outbound sales and cold calls to improve sales.
 Train all new customer service and sales reps on systems,
programs, phones, general operations, coffee knowledge.
 Train new clients on general coffee shop knowledge and
operations.
 Created training manuals and pricelist documents using Microsoft
Word and Microsoft Excel.
 Proficient in Microsoft Outlook, Microsoft Word, and Microsoft
Excel
 Social Media Director posting to, updating, and responding to
customers on Facebook and Twitter.
 Answer emails daily for customer service and sales.
 Worked with large vendors including FedEx and Bunn-O-Matic
 Also work as Custodial Support for the entire office.
 Assisting and overseeing large client accounts.
 Contact: Janice Hall: Former Manager: 678-733-5711
08/2005 -04/2009 ∙ Atlanta, GA ∙ Caribou Coffee Company

4. 4 Malorie Clark ∙ 404.510.5084 ∙ malthegal11@gmail.com
Store Manager
 Started as Team Member then to Shift Supervisor then to Certified In-
Store Trainer then to Store Manager.
 Responsibilities included: Delivering Excellent Guest Service, Ordering
Products, Making Schedules, Employee Relations, Store Cleanliness,
Providing Employee Feedback, Holding Store Meetings, Local Store
Marketing, Making Coffee Beverages, Vendor Relations, Conducting
several coffee knowledge and palette tasting classes with employees as
well as customers, Being Extremely Positive and Energetic, Having an
Extensive Coffee Knowledge, Selling and Upselling Specific and Non-
specific Promotional Items. Maintaining P&L reports.
 Coffee Knowledge Includes: Information on Coffee Growing Regions
(Pacific Rim, Africa/Arabia, The Americas); Robusta vs. Arabica;
Knowledge on USDA Certified Organic, Rainforest Alliance, Fair Trade
Certified; Light Roast vs. Dark Roast; Coffee Cupping and Food Pairings.
 Contact: Tino Holland: Former Supervisor: 404-271-2929
08/2004 – 06/2005 ∙ Pensacola, FL ∙ Bellview Elementary Afterschool
Program
Kindergarten-1st grade Afterschool Teacher
 Responsibilities included: Tutoring and Homework Assistance,
Organizing Daily Activities for Students, General Child Care, CPR
and First Aid Certified, Book Keeping on Monthly Payments
Submitted by Parents.
REFERENCES
Zachary Brown: Family Friend: Known for 10 years: 404-451-3345
Renee Gerrish: Freelance Employer: Known for 4 years: 847-917-0268
Carley Reiter: Current Coworker: Known for 2 years: 864-423-2710