Angelina Martin
Charleston,WV
Summary
Seasoned Specialist offering 18 years of comprehensive experience interpreting and implementing quality assurance standards and investigating customer complaints and non-conformance issues. Practiced and knowledgeable professional possessing excellent problem solving and analytical skills paired with strong knowledge of QA terms, tools and methodologies. Committed to improving overall business processes.
Dependable highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
24
24
years of professional experience
Work History
TOGO Specialist
Applebee's Grill + Bar
Charleston, WV
05.2006 - Current
- Greeted customers in a friendly manner and took orders for to-go items.
- Provided menu information and answered questions about ingredients or preparation methods of food items.
- Operated cash register, collected payment from customers and provided change when necessary.
- Prepared special orders according to customer requests while maintaining high standards of quality assurance.
- Verified accuracy of all orders before packing them into bags or containers for take-out.
- Maintained cleanliness of the restaurant by wiping tables, sweeping floors, cleaning windows, counters and other surfaces as needed.
- Performed opening duties including setting up workstations with required supplies and equipment.
- Kept track of inventory levels and restocked shelves with supplies such as condiments, napkins and utensils.
- Processed payments for take-out orders using POS system or credit card machine accurately and efficiently.
- Communicated effectively with co-workers regarding new specials or changes in menu items.
- Adhered to company policies related to health codes and safety regulations at all times.
- Resolved customer complaints by executing swift solutions and escalated issues to management for remediation.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Developed and implemented specialized procedures for customer service operations.
- Coordinated with other departments to ensure efficient workflow processes.
- Exercised versatility in fast-paced, agile work environments.
- Defined team directions and provided guidance to members.
Senior Customer Service Representative
Acordia/Wells Fargo/Healthsmart
Charleston, WV
07.2000 - 12.2007
- Provided technical support to customers via phone, email, and chat.
- Resolved escalated customer complaints in a timely manner.
- Maintained accurate records of all customer interactions in CRM system.
- Responded promptly to inquiries from customers about products or services.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Managed incoming calls from customers while providing exceptional service.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
- Assisted in checking patient's insurance eligibility and coverage
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Maintained client confidentiality according to HIPAA regulations at all times.
- Reviewed medical records and documents to determine coverage eligibility of claims for insurance benefits.
- Performed data entry into the computer system to record information regarding claim status.
- Investigated discrepancies in claims and resolved issues with customers via telephone or written correspondence.
- Assessed accuracy of claim payments by comparing submitted bills to benefit allowance guidelines.
Education
High School Diploma -
Ringgold Senior High School
Monongahela, PA05-1990
Skills
- Detail Oriented
- Phone Etiquette
- Complaint resolution
- Quick Learner
- Order Processing
- Excellent customer service
- Guest Relations Management
- Adaptability
- Time management abilities
- Active Listening
- Reliability
- Problem-solving abilities
References
References available upon request.
Timeline
TOGO Specialist
Applebee's Grill + Bar
05.2006 - Current
Senior Customer Service Representative
Acordia/Wells Fargo/Healthsmart
07.2000 - 12.2007
High School Diploma -
Ringgold Senior High School