Cosondra Martin
Summary
20+ years of extensive experience in Sales, Customer Service, Administration and Management. A team player with an upbeat, positive attitude who is motivated that maintains customer satisfaction. Articulate, enthusiastic and results-oriented with a demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
McKesson Medical Surgical
Jacksonville, FL
03.2023 - Current
- Responsible for generating specialized reporting, reviewing for order accuracy, and providing backorder management. Responds to inquiries in a timely and professional manner. The daily goal is 20 cases per day and my daily average is 20-25 per day. A consultative partner that builds dedicated individual relationships.
- Creates a sense of urgency and organization to ensure order is placed in accordance with McKesson policy and procedures. Research and process credits for stocked and non-stock returns, damages and other discrepancies while complying with our return guidelines. Completes follow ups on cases to ensure issues are resolved which promotes customer and consumer satisfaction.
- Manages the on-boarding process for new National Acct customers, may include customer site visit to build relationship. Ensures pricing integrity, using proper systems and processes to handle requests.
Customer Service Representative
McKesson Medical Surgical
Jacksonville, FL
07.2022 - 03.2023
- Accepted incoming contacts from consumers such as Primary Care. Place Orders via Salesforce and JDE Ordering systems. Process Same day and Overnight delivery, including will calls or next day Air Service. Process returns when needed and checking the status of Clients orders. Partner with vendors, Distribution Centers, Extended Care, Government Solutions, Platinum Accounts. Drive consumer loyalty by first-contact resolution. Placed Mater Data Requests for New McKesson Customers.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Used proven techniques to de-escalate angry customers during telephone interactions.
Asset Protection Associate (Part-Time)
Walmart
Jacksonville, FL
09.2022 - 02.2023
- Investigated shrink results outside acceptable ranges to determine causes and prevent recurrence. thorough investigations of theft-related issues with potential to impact company operations and objectives negatively.
- Obtained positions of increasing responsibility based on expertise in loss prevention and store operations.
- Apprehended trespassers and rule violators and removed from premises.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service FEMA Agent
Maximus Federal Services (FEMA)
Jacksonville, FL
01.2020 - 02.2022
- Verified deposits, balances, banking information and performed any and all corrections to errors and inconsistencies on accounts while working remote
- Verified deposits, balances, banking information and performed any and all corrections to errors and inconsistencies on accounts while working remote
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- asked probing questions to determine service needs and accurately input information into electronic systems. Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Pursued networking opportunities to advance client relations skills and enhance customer satisfaction.
Educational & Career Development Specialist
Florida Department Of Corrections
Jasper, FL
11.2006 - 12.2019
- Facilitated and Directed an Educational program that consisted of a group of 40-50 students.
- Established and supervised peer-counseling and peer-tutoring programs.
- Interviewed clients to obtain information about employment history, educational background and career goals, identifying barriers to employment.
- Worked with team to continuously improve career and placement opportunities for students.
- Prepared students for later educational experiences by encouraging to explore learning opportunities and persevere with challenging tasks.
- Developed career and education plans based on individual needs.
- Taught classes and presented self-help or information sessions on subjects related to education and career planning.
Secretary Specialist
Florida Department Of Corrections
Jasper, FL
11.2006 - 12.2019
- Assisted along side of the Classification Department Supervisor with projects for medical records while keeping client/patient's information confidential.
- Ensure the offices were organized by coordinating conference calls, travel and reservations. Also Maintaining monthly reports and recording the departmental budgets.
- Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.
- Sent and distributed mail and parcels.
- Responded to customer issues to provide immediate resolution and improve retention.
- Handled incoming calls and directed callers to appropriate department or employee.
Administrative Assistant
Florida Department Of Corrections
Sanderson, FL
11.2006 - 12.2019
- Assisted Medical Physicians and Mental Health Therapist with patient record keeping by classifying and organizing patient records.
- Processed and monitored a daily log on consultations for Surgery, X-Rays, Oncology, Orthopedics, Neurology, Urology, ENT,etc. to ensure client data was routinely and consistently updated.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Coordinated appointments, meetings and conferences.
- Assisted the Supervisor in application selections and conducting Interviews.
- Conducted New Patient Intake Orientation and checked and recorded Vitals.
Data Entry Operator
Florida Department Of Corrections
Sanderson, FL
11.2006 - 12.2019
- Conducted quality checks to verify accuracy, integrity and completeness after entry.
- Reviewed database entries to verify regulatory compliance.
- Analyzed and processed current data records to provide detailed reports.
- Created reports and audited charts to maintain concise records.
- Developed efficient filing system to accelerate paperwork processing.
- Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
Education
Google IT Certification - Google IT Support Specialist
Merit America
Virtual Online06.2022
High School Diploma -
Columbia High School
Lake City, FL06.2001
Skills
- Report Creation
- Credit Card Payment Processing
- Report Generation
- Issue and Complaint Resolution
- Understanding Customer Needs
- Building Customer Trust and Loyalty
- POS Systems and Ordering Platforms
- Order and Refund Processing
- De-escalation Techniques
- Creative Problem Solving
- Timeline Planning and Management
- Report Analysis
- Data Entry Documentation
- Excel Spreadsheets
- Executive Presentation Development
- Detailed Meeting Minutes
- Research and Analytical Skills
Certification
- Leadership Essentials Certificate
- Customer Service Professional Certificate
- Certified Google IT Support Professional, Merit America - 2022
Timeline
Customer Service Specialist
McKesson Medical Surgical
03.2023 - Current
Asset Protection Associate (Part-Time)
Walmart
09.2022 - 02.2023
Customer Service Representative
McKesson Medical Surgical
07.2022 - 03.2023
Customer Service FEMA Agent
Maximus Federal Services (FEMA)
01.2020 - 02.2022
Educational & Career Development Specialist
Florida Department Of Corrections
11.2006 - 12.2019
Secretary Specialist
Florida Department Of Corrections
11.2006 - 12.2019
Administrative Assistant
Florida Department Of Corrections
11.2006 - 12.2019
Data Entry Operator
Florida Department Of Corrections
11.2006 - 12.2019
Google IT Certification - Google IT Support Specialist
Merit America
High School Diploma -
Columbia High School
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