Arkesha Martin

•Audited customer interactions (phone, email, chats, and service tickets) requiring investigation of complex access, configuration, compliance, and functionality issues.

• Provided real-time customer service and communication training or guidance to improve individual and team performance.

• Collaborated with internal and external teams to identify process improvement measures to refine quality standards.

• Implemented a department dispute process with Equifax employees and vendors.

• Assisted in the onboarding and development of the Call Miner project.

• Made significant changes to the way the sales department gained sales, resulting in improved strategies and outcomes.

Key Contributions:

• Enhanced sales department strategies, leading to increased sales performance.

• Streamlined auditing processes for improved compliance and efficiency.

• Facilitated comprehensive training programs that elevated overall team performance.

• Measured and evaluated the performance of specialists interacting with the company’s client/customer base.

• Ensured adherence to company standards and procedures using monitoring software.

• Provided feedback and insight on agent performance, sharing best practices with call center team leaders/managers.

• Documented quality concerns/issues and performance measures for management review.

Key Contributions:

• Improved specialist performance through targeted feedback and best practice sharing.

• Maintained high standards of process adherence and quality assurance.

• Enhanced documentation processes for quality and performance metrics.

• Collected and analyzed call performance and compliance data.

• Supported planning and measurement of projects and initiatives in customer service centers through testing and process control.

• Ensured internal measures supported effectiveness in a competitive environment.

• Coached and developed action plans for customer satisfaction/customer service operations.

• Developed a business process management system that tracked and monitored process performance, leading to increased process compliance.

Key Contributions:

• Developed and implemented a business process management system, improving process compliance.

• Provided data-driven insights to enhance call performance and compliance.

• Fostered a culture of continuous improvement through coaching and development initiatives.