Marla Armstrong says her “superpower” is her ability to connect with people, and it serves her well in her position as Product Support Representative at eSolutions.
Because she spent most of her life working in the healthcare industry in some capacity, it’s really no surprise she ended up at eSolutions – using her superpower each day to assist clients and co-workers.
“Between a background in healthcare and a love for research and problem solving, combined with a genuine enjoyment of interacting with others, working in Client Services at eSolutions was the perfect fit for me,” Marla explained.
For the past nine years, Marla has worked out of eSolutions’ Houston office supporting the EDIinsight® suite of products. The position requires in-depth product knowledge, troubleshooting, problem resolution and documentation. She also dons her cape and handles customer training, testing and special projects.
Super Marla feels right at home working at eSolutions.
“My first job was working in a doctor’s office, later I worked in a cath lab and then went on to become an EKG technician,” she explained. “In college I studied computer science, worked at a local teaching hospital in computer operations, moved into programming, and eventually went to work for a software company that specialized in laboratory/pathology resulting systems. Besides the obvious healthcare connection, connecting with people has always been a driving force for me.”
Marla prides herself on her commitment to the job, integrity and her willingness to go the extra mile. Her life philosophy is based on a quote from Harold Kushner: “Do things for people not because of who they are or what they do in return, but because of who you are.”
“It has always been of the utmost importance to me to treat people with kindness, be polite and be respectful. Those are the tools that I use to build strong relationships,” she said.
When she’s not leaping over tall buildings to assist clients, Marla is coming to the aid of her eSolutions’ co-workers.
“At times we have been short-staffed and the workload can get quite heavy,” she said. “As a team, we jump in and help one another while maintaining a positive attitude. We each pull our weight and are considerate of and helpful to one another.”
Like many of us, Marla’s typical day has changed due to COVID-19 shelter-in-place restrictions. Her tasks still include assessing and monitoring ticket queues, working open tickets, documentation, taking calls and working on any special projects. But now, she is doing it all from home.
“I feel extremely grateful that we had the ability to work from home, while still providing top-notch customer service to our clients during this difficult time,” she explained. “I do miss the daily interaction with co-workers by not being in the office, but I have not missed the Houston traffic!”
While Marla’s superpower can’t help her solve Texas traffic woes, it does help her build positive client relationships. In fact, she said she is most proud of the client relationships she’s built and maintained over the years.
“When a customer calls, I want them to know that we are happy to hear from them. I want them to feel comfortable asking for help with a problem or asking questions about using a product,” she said. “In many instances, obtaining support might be the only direct contact a client has with a company. Those interactions can mean the difference between being perceived as a great company, or a not-so-great company. When that person hangs up the phone, there should be no question as to what kind of company we are.”
Marla likes the fact that eSolutions is the kind of company that puts clients first, as well as the kind that keeps her on her toes with ever-evolving products. “There is always something new to learn. I will never know it all, but that keeps the job interesting,” she said. “As a company we are progressive and always working toward providing products and services that will make a positive impact.”
When Marla isn’t saving the day at eSolutions, she’s working on art projects, doing genealogical research, reading and hanging out at the beach. What makes her the happiest, however, is spending time with her 14-month-old granddaughter, Madelyn.
Madelyn may not yet be aware that her grandma is a superhero at work, but you can bet many eSolutions’ clients already know.