Friday, February 8, 2019
Kimmie Marler was working at Timberline Steakhouse & Grill in Wichita, Kan. in 2002 when the owner asked her to help open up and train the employees for a new restaurant he was launching — Freddy’s Frozen Custard. Kimmie not only launched three more Freddy’s restaurants (there are now more than 300 nationwide), but her own career in training and development.
As the east region customer service manager for ThompsonGas located in Decatur, Ala., Marler is responsible for coaching and developing approximately 100 frontline customer service representatives located in 68 offices across eight states.
“I fell in love with coaching and developing and carry it into my personal life. It’s a way to do more,” she said.
She transitioned her skills in customer service and management from the restaurant industry to telecommunications where she worked for T-Mobile in Chattanooga and later was introduced to propane, becoming a regional customer service manager for Ferrellgas.
“I don’t know if I applied for the job or if the recruiter found me. At the time, I didn’t know who Ferrellgas was. I didn’t know anything about propane. I was young and in my 20s,” she said. At Ferrellgas, she built up a team of strong CSRs, traveling, and training and teaching webinars, and was also being mentored herself.
“I learned from some of the best in the industry,” Marler said. “The education of propane was probably the most difficult part of the job. You learn something every day. The market’s always changing — so many different aspects of the business. It’s just a constant education.”
After briefly leaving the propane industry and moving to Colorado, she professed, “propane got in my blood, and I was ready to come back.” She returned to the propane industry and Huntsville last spring in her current position with ThompsonGas where she was reunited with several old friends and former co-workers in the propane industry.
One of the largest propane retailers in U.S., ThompsonGas serves more than 125,000 customers in 18 states. In addition to training, she also helps build processes to drive more efficient and effective business practices; serves as a region representative for a business software upgrade for ThompsonGas; and drives region marketing initiatives including creating print materials, outbound call campaigns, and incentive programs. In addition, she leads the acquisition transition team onboarding new field and customer service team members.
“What I bring to propane, I’m adapting from other industries,” she said, explaining customer service is fundamentally the same in every industry. “People want to know you care. Fully listen, do what you say you’re going to do, and follow up with them. These are foundations of customer service.”
“I like to come out of my comfort zone. I am constantly thinking of ways to grow the company and grow myself,” Marler said.
Her enthusiasm and energy combined with her love of Spark vitamin supplement drink have earned her the affectionate title of “Coach Sparky” among her co-workers.
“I wake up excited. I just put my heart and soul into what I do. I love what I do. I absolutely love what I do,” she said. “You don’t work this hard for things you’re not passionate about. You care about people at such a fundamental level. We care for families. It drives you to be the best you can be every day.”
Co-workers and customers are not the only ones who benefit from her energy. An active member of the National Propane Gas Association’s Women in Propane Business Council, she has participated in the Knowledge Exchange mentoring program and is the co-chair of the Communications and Marketing committee.
“It has been an amazing experience to invest in our industry and specifically the women around us who are so brilliant and hungry for growth,” she said.
Despite her busy schedule, Marler does take time for herself — and her two pit bulls. “I find moments where I can find the calm and peace. I try to be home on Sundays; I like to go to church,” she said.
“I am an artist. All things creative inspire me — primarily I paint, draw, and have started taking photographs as I travel for work. I love sports, fitness, cooking, and spending time with friends and family also. A good cup of coffee and great conversation is a favorite weekend activity.”
For Marler, life is too short to have a mediocre day. “You only have one today. You just never know the impact you’re going to have on the people around you — positive or negative. I want to inspire people to be the best they can be. To create a ripple effect.” —Karen Massman VanAsdale
As the east region customer service manager for ThompsonGas located in Decatur, Ala., Marler is responsible for coaching and developing approximately 100 frontline customer service representatives located in 68 offices across eight states.
“I fell in love with coaching and developing and carry it into my personal life. It’s a way to do more,” she said.
She transitioned her skills in customer service and management from the restaurant industry to telecommunications where she worked for T-Mobile in Chattanooga and later was introduced to propane, becoming a regional customer service manager for Ferrellgas.
“I don’t know if I applied for the job or if the recruiter found me. At the time, I didn’t know who Ferrellgas was. I didn’t know anything about propane. I was young and in my 20s,” she said. At Ferrellgas, she built up a team of strong CSRs, traveling, and training and teaching webinars, and was also being mentored herself.
“I learned from some of the best in the industry,” Marler said. “The education of propane was probably the most difficult part of the job. You learn something every day. The market’s always changing — so many different aspects of the business. It’s just a constant education.”
After briefly leaving the propane industry and moving to Colorado, she professed, “propane got in my blood, and I was ready to come back.” She returned to the propane industry and Huntsville last spring in her current position with ThompsonGas where she was reunited with several old friends and former co-workers in the propane industry.
One of the largest propane retailers in U.S., ThompsonGas serves more than 125,000 customers in 18 states. In addition to training, she also helps build processes to drive more efficient and effective business practices; serves as a region representative for a business software upgrade for ThompsonGas; and drives region marketing initiatives including creating print materials, outbound call campaigns, and incentive programs. In addition, she leads the acquisition transition team onboarding new field and customer service team members.
“What I bring to propane, I’m adapting from other industries,” she said, explaining customer service is fundamentally the same in every industry. “People want to know you care. Fully listen, do what you say you’re going to do, and follow up with them. These are foundations of customer service.”
“I like to come out of my comfort zone. I am constantly thinking of ways to grow the company and grow myself,” Marler said.
Her enthusiasm and energy combined with her love of Spark vitamin supplement drink have earned her the affectionate title of “Coach Sparky” among her co-workers.
“I wake up excited. I just put my heart and soul into what I do. I love what I do. I absolutely love what I do,” she said. “You don’t work this hard for things you’re not passionate about. You care about people at such a fundamental level. We care for families. It drives you to be the best you can be every day.”
Co-workers and customers are not the only ones who benefit from her energy. An active member of the National Propane Gas Association’s Women in Propane Business Council, she has participated in the Knowledge Exchange mentoring program and is the co-chair of the Communications and Marketing committee.
“It has been an amazing experience to invest in our industry and specifically the women around us who are so brilliant and hungry for growth,” she said.
Despite her busy schedule, Marler does take time for herself — and her two pit bulls. “I find moments where I can find the calm and peace. I try to be home on Sundays; I like to go to church,” she said.
“I am an artist. All things creative inspire me — primarily I paint, draw, and have started taking photographs as I travel for work. I love sports, fitness, cooking, and spending time with friends and family also. A good cup of coffee and great conversation is a favorite weekend activity.”
For Marler, life is too short to have a mediocre day. “You only have one today. You just never know the impact you’re going to have on the people around you — positive or negative. I want to inspire people to be the best they can be. To create a ripple effect.” —Karen Massman VanAsdale
