CHARIKA MARTIN

• Manage 80–120+ inbound customer calls per shift while maintaining professionalism and accuracy
• Perform account review, verification, documentation, and precise data entry within internal systems
• Meet or exceed performance metrics including AHT, FCR, quality, and adherence
• Conduct outbound follow-ups to confirm issue resolution and support customer retention
• De-escalate escalated customer concerns using policy-based solutions
• Balance speed, accuracy, and customer experience in a fast-paced, metric-driven environment

Designed and implemented a structured homeschool curriculum across multiple grade levels

• Maintained schedules, progress tracking, and long-term academic documentation

• Communicated expectations, progress, and outcomes clearly and consistently

• Demonstrated strong organization, consistency, and independent workload management in a home-based environment

• Provided front-desk customer service in a busy medical office, greeting patients and answering phones

• Scheduled appointments, verified basic patient information, and routed inquiries appropriately

• Assisted with billing coordination and general administrative documentation

• Maintained accurate records while handling sensitive patient and account information

• Supported daily office operations in a fast-paced, service-oriented environment