Katerina Martin

Worked in call center environment handling manual and automatically dialed inbound and outbound calls. Collects and reviews required documents to submit to pre-underwriting reviews. I have been consistently part of the League of Heroes and helps in my team mate's process inquiries whenever I can.

• Adhered to standards of quality and service as well as all compliance requirements.
• Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
• Completed routine and complex account updates to resolve problems.
• Reconciled customer accounts and identified discrepancies for further investigation.
• Resolved complex billing and payment issues for balanced, accurate accounts.
• Reviewed account activity to assess financial status and evaluate discrepancies.
• Presented professional image consistent with company's brand values.
• Stayed current on company offerings and industry trends.
• Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
• Informed customers of promotions to increase sales productivity and volume.
• Contributed to team objectives in fast-paced environment.
• Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
• Met existing customers to review current services and expand sales opportunities.
• Met with customers to discuss and ascertain needs, tailor solutions and close deals.
• Recorded accurate and efficient records in customer database.
• Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.

• Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
• Answered customer questions about hours, seating, and menu information.
• Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
• Supported servers, food runners, and bussers with keeping dining area ready for every guest.
• Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
• Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
• Opened and closed seating sections according to volume of guests.
• Advised customers about special offerings and menu items to help drive sales.
• Backed up servers by checking on tables and retrieving items for guests.

• Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
• Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
• Communicated with clients and customers to gather, provide and share updated information on products and services.
• Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
• Updated job knowledge by participating in educational opportunities, reading professional publications, and maintaining personal networks.
• Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.

• With Sitel – 7 years total
• Responded to customer requests for products, services, and company information.
• Educated customers about billing, payment processing and support policies and procedures.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Delivered prompt service to prioritize customer needs.
• Trained staff on operating procedures and company services.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Identified and resolved discrepancies and errors in customer accounts.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Followed through with client requests to resolve problems.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Kept accurate records to document customer service actions and discussions.
• Collaborated with upper management to improve customer service processes and support structures company-wide.
• Took ownership of customer issues and followed problems through to resolution.
• Researched and corrected customer concerns to promote company loyalty.

• Established open and professional relationships with team members which facilitated communication, quickly resolving issues, and conflicts.
• Gained knowledge of company policies, protocols and processes.
• Acted with integrity, honesty, and knowledge to promote culture of company.
• Handled day-to-day customer or client questions via telephone or email.
• Assisted with onboarding of new employees by providing training and development resources.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Established team priorities, maintained schedules and monitored performance.
• Set aggressive targets for employees to drive company success and strengthen motivation.

• Installed, configured, and monitored new system features based on user needs.
• Gathered, organized and input information into digital database.
• Conducted regular reviews of operations and identified areas for improvement.
• Developed effective improvement plans in alignment with goals and specifications.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Helped meet changing demands by recommending improvements to business systems or procedures.

• Left due to company bankruptcy.

• Company Overview: Media & Communications Group
• Media & Communications Group
• Left after campaign election closure

• Checked and corrected grammatical and spelling errors in diverse documents.
• Managed finished works and version edits for comprehensive record of each file.
• Followed established guidelines to maintain style quality and consistency in produced content.
• Performed administrative tasks such as copying, faxing, and reception work with accuracy and efficiency.
• Revised work to identify missed mistakes before completing assigned assignments.
• Collaborated with editors to meet project deadlines and solicit customer feedback and transparency on work progress.