Dejanelle Martin-Hobbs
Portsmouth,VA
Summary
Customer service professional with over 6 years of experience in delivering exceptional support via phone, chat, and digital platforms. Expertise in troubleshooting, conflict resolution, and mentoring, leading to improved team performance. Proficient in utilizing technology to enhance processes and customer satisfaction. Recognized for high productivity and effective communication skills, ensuring positive customer interactions.
Overview
7
7
years of professional experience
Work History
Chat & Customer Service Agent (FAFSA & Department of Unemployment Assistance [DUA] Support)
FH Cann
01.2023 - Current
- Delivered exceptional FAFSA assistance by addressing loan inquiries, discharge programs, and forgiveness options.
- Assisted Massachusetts Department of Unemployment Assistance customers with new claims and updates.
- Guided users in accurate input of information, resolving complex issues for timely claim resolutions.
- Troubleshot and de-escalated customer concerns, providing effective solutions while ensuring satisfaction.
- Coached peers in real-time to enhance knowledge sharing and team performance.
- Utilized CRM systems and productivity tools to maintain accurate records and optimize workflows.
Administrative Support Specialist
Harmony Cares
Southfield, MI
06.2021 - 08.2022
- Organized, labeled, and categorized sensitive documents using Excel and document management tools, improving efficiency and retrieval accuracy.
- Scanned and input confidential data into spreadsheets and databases, maintaining compliance and accuracy.
- Supported internal teams by streamlining administrative processes and maintaining organized record systems.
Customer Success Representative
Sedgwick
04.2018 - 05.2021
- Resolved inquiries regarding FMLA, disability, sick leave, and benefits through various communication channels.
- Provided timely resolutions, enhancing customer satisfaction, and effective problem-solving.
- Supported skill development of 1-2 associates weekly in complex claims and leave processes through mentorship.
- Streamlined claims processing utilizing company systems for accuracy and timeliness.
Achieved performance metrics consistently, aiding team effectiveness in claim resolution. - Demonstrated proficiency with Microsoft Office, Google Suite, and CRM tools.
- Performed data entry tasks related to updating account information or logging call notes into the system.
Education
High School Diploma -
Warren Woods Tower High School
Warren, MI01.2017
Skills
- Remote Work & Virtual Communication
- Customer Service & Conflict Resolution
- Troubleshooting & Process Improvement
- CRM Systems & Document Management
- Microsoft Office & Google Workspace
- Coaching & Peer Support
- Time Management & Prioritization
- Empathy & Active Listening
- Typing Speed: 43 WPM
Languages
English
Timeline
Chat & Customer Service Agent (FAFSA & Department of Unemployment Assistance [DUA] Support)
FH Cann
01.2023 - Current
Administrative Support Specialist
Harmony Cares
06.2021 - 08.2022
Customer Success Representative
Sedgwick
04.2018 - 05.2021
High School Diploma -
Warren Woods Tower High School
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