Davetta Martin

• Documented customer interactions in CRM system for accurate record-keeping. Research and resolve all invoice discrepancies for all service-related work.
• Research and resolve customer credit card disputes..
• Monitor and correct service billings to ensure proper customer accounts and contracts are utilized.
• Perform special projects, assignments or other duties as requested or assigned.

• Analyzed transaction data to identify fraudulent activities and patterns in credit card usage.
• Handled inbound and outbound customer calls, providing excellent service and resolving issues in a timely manner
• Managed escalated calls from dissatisfied customers, successfully de-escalating situations and finding satisfactory solutions
• Consistently achieved a customer satisfaction rating of 90% or higher based on post-call surveys

• Handled complaints, provided appropriate solutions / alternatives with appropriate timeframes and followed up to achieve resolution.
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Used SAP,EDI and Salesforce to keep accurate records pertaining to inventory and account notes.
• Tracked and maintained orders to guarantee prompt and successful delivery of products to customers.

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• Coordinated customer account management processes, ensuring timely updates and accurate information flow.
• Implemented process improvements to streamline account handling and reduce turnaround times.
• Collaborated with cross-functional teams to resolve customer inquiries and support operational efficiency.
• Supported company profit and service objectives by handling customer orders, inquiries and concerns.
• Made sound business decisions with minimum supervision.
• Developed and maintained strong relationships with assigned accounts.
• Used SAP and EDI for order fulfillment processes.