Carrie Martin
Customer Manager
Springfeild,OR
Summary
From 2000 until 2020 I was a homemaker, and decided it was time to attend school in hopes of following a dream of becoming a hairstylist. Throughout my time as a homemaker additional skills were needed as I have a son who is autistic, in addition we had a total of 23 foster children. Through these experiences I have learned to multitask and have a deep knowledge of de escalation of situations. Though my paid work experience may be limited, much has been raising children. This set me on a path to follow a dream of going back to school. To date financial stability is essential as I seek employment for longevity.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
30
30
years of professional experience
Work History
Customer Service Representative
People’s Bank Of Commerce
09.2024 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Improved resolution time with effective problem-solving for customer complaints.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
Self Employed
Sassy Strands by Carrie
04.2022 - Current
- Accounting / customer service / problem solving / scheduling / Marketing
T.J. Max
03.2021 - 02.2022
- Cashiering / Customer service / Stocking / Phones / Organizing
Homemaker
01.2000 - 03.2021
- Parent of a special needs child and two other children / Appointment scheduling and logistics
Foster Parent
01.2016 - 01.2020
- Trauma Informed parent of a total of 23 children / Assisted with crisis situations / appointment scheduling and logistics
Head Receptionist
PSC
01.1996 - 01.2000
- Answering phones, spreadsheet audits, filing, transferring data to computer.
Education
Cosmotology Degree -
Northwest College of Beauty
01.2022
Diploma - undefined
Gardenway Christian Academy
01.1996
Skills
Customer service
Accomplishments
While being a customer service representative I learned and stopped multiple fraud / scams that came into our establishment.
Timeline
Customer Service Representative
People’s Bank Of Commerce
09.2024 - Current
Self Employed
Sassy Strands by Carrie
04.2022 - Current
T.J. Max
03.2021 - 02.2022
Foster Parent
01.2016 - 01.2020
Homemaker
01.2000 - 03.2021
Head Receptionist
PSC
01.1996 - 01.2000
Diploma - undefined
Gardenway Christian Academy
Cosmotology Degree -
Northwest College of Beauty