Benita J. Martin
Carmel,USA
Summary
Adept at complaint resolution and proficient in computer use, I excelled at Capital Group/American Funds by enhancing customer satisfaction and streamlining account updates. My proactive approach and ability to multitask led to significant improvements in operational efficiency, showcasing my high-energy attitude and commitment to excellence.
Overview
25
25
years of professional experience
Work History
Customer Service Representative II
Capital Group/American Funds
Carmel, IN
07.2019 - 08.2024
- Company Overview: http://www.indianapolisgigs.com/job.asp?id=45272828
- Accurately and efficiently handled requests from advisors and clients
- Collaborating with our custodians and internal team members to follow up on and execute operational items in a timely manner
- Monitored and mitigated daily time sensitive requests such as money movements, trade requests, and custodian changes as well as any legal matters
- Process new account applications
- Provided legal requirements to inbound call center
- Provided helpdesk support as needed
- Updated one's knowledge of a wide variety of financial product information and internal processes and procedures, while adhering to strict financial industry rules and regulations
- Examination of internally processed transactions (ex: identified issues (NIGOs), completed application packages, processed payments
- Http://www.indianapolisgigs.com/job.asp?id=45272828
Billing Coordinator
Tyco - Johnson Controls Security Solutions
Fishers, IN
01.2016 - 07.2019
- Researched and resolved routine billing questions and discrepancies
- Ensured billing parameters match the customer’s contractual agreement as applicable
- Document/verify requested changes to customer billing parameters
- Provided internal/external communication on accounts billing status discussions via meeting(s) conference calls and written communication
- Maintain documentation in designated central files
- Utilized multiple JCI systems to ensure accurate billing of invoices
- Used creative techniques and flexibility to provide any specialized billing requests of the customer within JCI systems
- Reviewed and contributed to daily, weekly, and monthly reports
- Other duties as assigned
National Account Manager - Collections
Tyco Integrated Security - Johnson Controls
Fishers, IN
07.2016 - 03.2019
- Managed assigned portfolio of delinquent accounts through relationship building and the ability to innovatively problem solve collection activities, billing disputes, and payment options
- Managed account resolution to resolve debts in the manner most beneficial to customers and company needs
Account Manager-Auxiliary Team (Team Lead)
Car Now Acceptance Company (CNAC)
Carmel, IN
02.2014 - 01.2016
- Managed all current and delinquent insurance accounts and contractual within the company stores
- Responsible for educating the buyer on the importance of maintaining insurance at all times
- Responsible for contacting all delinquent borrowers and eliciting a plan of action to get them brought current
- Responsible for contacting customers within the first three days of purchase to verify the accuracy of information on accounts and welcome them to our company
- Educated the customer and made sure they understand the expectations and the guidelines of the program to advance
- Support other teams as needed to meet company goals
Customer Account Executive
Comcast
Fishers, IN
10.2012 - 02.2014
- Interacted with customers via telephone; assisted with a variety of customer inquiries and issues
- Elicited and recorded customer information and inquiries
- Corrected errors and discrepancies on customers’ billing statements, as necessary
- Demonstrated good oral and written communication skills, with the ability to articulate relevant information and directions in an organized and concise manner
- Explained billing cycles, processed, and prorates effectively to ensure that customers understood their statements
- Generated copies of billing statements and researched billing history using computerized systems
- Facilitated interactions with customers in a way that was in accordance with the company's service strategy
- Established rapport and promoted effective relationships
- Maintained awareness of company policies and procedures while applying sound judgment, when necessary
- Attempted to collect delinquent account balances
- Prepares work orders accurately; processed payments and entered credit card information accurately
- Promoted and recommended products and services based on a logical relationship to the customer's needs and interests when appropriate
- Maintained and coordinated interdepartmental communications as they apply to customer problem resolution
Administrative Assistant-Contractor
Manpower Staffing
Indianapolis, IN
05.2008 - 02.2011
- Overseen office production, maintain reports, ordered office supplies, coordinated office meetings, scheduled conference calls
- Office support in an inbound call center, processed incoming calls and scheduled delivery services and established payment arrangements on past due accounts
- Provided customer service for incoming inquiries, data entry, payment tracking, reports, order supplies, assisted accounting department
- Provided comprehensive secretarial duties for departments, clinics, or large program areas director or equivalent in performing administrative details, projects, and duties of highly confidential nature in using independent judgment, analytical ability, and self-direction
- Works independently and research technical issues with little or no assistance
Payroll/Benefits Coordinator
Marion Superior Courts/City and County of Indianapolis
Indianapolis, IN
02.2002 - 05.2008
- Provided internal and external customer service by answering court staff questions concerning eligibility of benefits, premiums etc
- Scheduling of appointments of outside vendors
- Trained internal staff on any updated changes to payroll system
- Process payroll bi-weekly exempt and non-exempt, issues check, administered new hire orientation
- Assisted with open enrollment
- Tracked time and attendance accruals, processed any payroll changes, and benefit related changes and unemployment verifications
- Train new employees, managers, and judges on how to appropriately use payroll system
- Process all payment increases changes and or demotions
- Maintain database regarding available sick leave and benefit leave accruals
Customer Service Supervisor
Brightpoint, NA
Plainfield, IN
03.1999 - 03.2001
- Hired as a CSR and promoted to Call Center Supervisor within seven months for a third-party planning company
- Supervised employees in an inbound call center
- Track all lost cellular phones and processed credits as needed
- Managed all escalations pertaining to returned cellular phones for repair and or lost shipments
- Scheduled return merchandise for pick-up, call coaching and monitoring, processed bi-weekly payroll in Kronos system, employee performance appraisals
- Product tracking, interviewing, weekly reporting
- Generated salary history verification and wage statements as requested
Education
Bachelor Science - Business Management
Indiana Wesleyan University
Marion12.2009
Associate Science - Business Administration
Indiana Wesleyan University
Marion12.2007
Skills
- Complaint resolution
- Account updating
- Professional telephone demeanor
- High-energy attitude
- Complaint handling
- Computer proficiency
- Problem resolution
- Call center operations
- Data entry
- Multitasking and organization
- Opening and closing accounts
- Follow-up skills
- 10-key
- Typing 50 wpm
Timeline
Customer Service Representative II
Capital Group/American Funds
07.2019 - 08.2024
National Account Manager - Collections
Tyco Integrated Security - Johnson Controls
07.2016 - 03.2019
Billing Coordinator
Tyco - Johnson Controls Security Solutions
01.2016 - 07.2019
Account Manager-Auxiliary Team (Team Lead)
Car Now Acceptance Company (CNAC)
02.2014 - 01.2016
Customer Account Executive
Comcast
10.2012 - 02.2014
Administrative Assistant-Contractor
Manpower Staffing
05.2008 - 02.2011
Payroll/Benefits Coordinator
Marion Superior Courts/City and County of Indianapolis
02.2002 - 05.2008
Customer Service Supervisor
Brightpoint, NA
03.1999 - 03.2001
Bachelor Science - Business Management
Indiana Wesleyan University
Associate Science - Business Administration
Indiana Wesleyan University
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