Deborah Martin
Owensboro,KY
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
Work History
Customer Solutions Representative
Aptive Environmental
03.2020 - 09.2023
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Escalated customer issues to management for appropriate action to be taken.
- Identified and reported trends in customer complaints to improve products and prevent future complaints.
Store Manager
Even Steven Neighborhood Market
03.2015 - 01.2020
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted with hiring, training and mentoring new staff members.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Approved regular payroll submissions for employees.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
Business Owner
Sister Clean
12.2010 - 08.2015
- Prepared bank deposits and handled business sales, returns and transaction reports.
- Consulted with customers to assess needs and propose optimal solutions.
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
- Trained and motivated employees to perform daily business functions.
- Performed cleaning duties if employees were a no-show
Manager Over Servers
AMVETS
06.2006 - 11.2010
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations while serving spirits.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Checked guests' identification before serving alcoholic beverages.
Education
Bachelor Of Business - Business Administration And Management
Western Kentucky University
Bowling Green, KY05.2002
Math/Science - Math/Science
Daviess County High School
Owensboro, KY05.1998
Skills
- Spreadsheet Tracking
- Record Preparation
- Collections Management
- Database Maintenance
- Call Control
- Computer Literacy
- Special Requests
- Contract Adjustment
- Creative Solutions
- Customer Relationship Management
- Customer Implementation Support
- Promotions Programs
- Product and Service Knowledge
- Technical Support and Assistance
- Effective Multitasking
- Information Updates
- Form Processing
- Navigational Skills
- Records Preparation
- Financial Transactions
- Corrective Action Plans
- Store Opening
- Workforce Scheduling
- Account Changes
- Complaint Investigations
- Staff Support
- Customer Account Management
- Online Systems
- Account Growth
- Collection Management
- Microsoft Office
- Professional Phone Etiquette
- Spreadsheet Tracking
- Past Due Account Management
- Customer Data Confidentiality
- Clerical Support
- CRM Systems
- Client Needs Assessment
- Calm and Professional Under Pressure
- Confidentiality Requirements
- Processing Customer Requests
- Administrative and Office Support
- Order and Refund Processing
- Membership Inquiries and Renewals
- Professional Development
- Communications Strategies
- Conflict Resolution Techniques
- Best Practices Management
- Effective Customer Communication
- File Management Software
- Filing Systems
- Customer Retention Strategies
- Strong Telephone Etiquette
- Client Rapport-Building
- Answering Customer Questions
- Call Volume and Quality Metrics
- Document and Records Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Solutions Representative
Aptive Environmental
03.2020 - 09.2023
Store Manager
Even Steven Neighborhood Market
03.2015 - 01.2020
Business Owner
Sister Clean
12.2010 - 08.2015
Manager Over Servers
AMVETS
06.2006 - 11.2010
Bachelor Of Business - Business Administration And Management
Western Kentucky University
Math/Science - Math/Science
Daviess County High School
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