Angela Olive Martin
Eldridge,USA
Summary
Motivated and friendly associate with a flexible schedule and desire to work hard to meet expectations. Dependable and punctual with a willingness to learn new things. Work collaboratively with team members and provide excellent customer service.
Overview
20
20
years of professional experience
Work History
Mission Control Specialist
MidAmerican Energy
01.2023 - Current
- Customer Service through phone calls, chat and emails
- Research and provide customers information on assistance programs and rebates
- Billing and payment processing
- Enter service orders for the field
- Assist the field with getting more information to complete orders
- Manage outages to get more coverage or information to restore customers' electric quickly and efficiently
- Data entry processing online orders from customers
- Assist the call center with additional information
- Point of contact for Supervisors to keep them aware of customer service coverage needs
- Manage company social media outlets
Customer Experience Specialist
MidAmerican Energy
11.2020 - 01.2023
- Provide support and assistance to call center employees
- Billing and payment processing
- Help customers through the chat function of our company website
- Respond too and complete requests from customers via email
- Review documentation such as Power of Attorney and update customers' accounts
- Took on escalated, complex customer issues and developed creative solutions to restore loyalty
- Web support to navigate, create accounts and technical assistance company website
Business Advantage Specialist
MidAmerican Energy
01.2018 - 11.2020
- Customer Service for commercial and landlords by phone and email
- Set up accounts for landlords to help manage their properties in our territory
- Reach out to commercial property owners when a disconnect has been placed at the property to avoid interruption
- Provide reports of open accounts so customers can view everything owed on their open accounts
Customer Experience Agent
MidAmerican Energy
03.2016 - 01.2018
- Worked effectively under pressure and with demanding performance targets to handle as many calls as possible
- Documented interactions in detail to keep records updated about customers' needs and implemented solutions
- Used combined experience, research skills and communications expertise to maintain control of difficult calls
- Educated customers about use and advantages of self-guided technical tools such as company website to eliminate excess customer service calls
- Took on escalated, complex customer issues and developed creative solutions to restore loyalty
Customer Service Associate
Group O Packaging
10.2004 - 03.2016
- Handled customer rushes during peak hours by adapting to fast-paced and high-pressure situations
- Trained new associates on store programs and policies
- Identified customers’ needs to suggest appropriate products and services and increase satisfaction
- Answered incoming telephone calls and provided information regarding store hours, location, and policies
- Resolved customer inquiries, complaints, and issues providing insightful solutions
- Addressed customer concerns and provided timely resolution to mitigate complaints
- Delivered knowledgeable and friendly service when answering customer questions regarding pricing and availability
- Completed sales payments, refunds, and exchanges, and issued store credit
- Upsold and cross-sold add-on purchases to increase sales
- Recommended packing and shipping methods for return of merchandise or parts
- Order entry and order management
- Scheduling appointments for businesses while keeping in contact with customers to make sure appointment was successful
- Multi-tasking while effectively applying time management skills to meet orders by the end of the business day
- Managed reports by pulling the data and formatting it into an excel workbook
- Worked with suppliers to make sure the orders are shipping to ensure on time delivery
- Worked with suppliers to source materials for customers and get pricing secured
- Follow up with other departments to make sure customers are receiving invoices on time and the pricing is accurate
- Assisted Salesman with setting up new customer's, finding products and getting information from suppliers
Education
High School Diploma -
Rockridge Highschool
Taylor Ridge, ILNo Degree - Liberal Arts And General Studies
Black Hawk College
Moline, ILSkills
- Teamwork
- Multitasking
- Customer relations
- Task prioritization
- Verbal communication
- Training
- Problem-solving
- Software skills
- Microsoft Office
- Oracle
- Adobe
Timeline
Mission Control Specialist
MidAmerican Energy
01.2023 - Current
Customer Experience Specialist
MidAmerican Energy
11.2020 - 01.2023
Business Advantage Specialist
MidAmerican Energy
01.2018 - 11.2020
Customer Experience Agent
MidAmerican Energy
03.2016 - 01.2018
Customer Service Associate
Group O Packaging
10.2004 - 03.2016
No Degree - Liberal Arts And General Studies
Black Hawk College
High School Diploma -
Rockridge Highschool
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