DEQUANTE MARTIN
Dearborn,MI
Summary
Dynamic Customer Service Representative with a proven track record at MedImpact, excelling in problem-solving and customer relations. Adept at training and mentoring teams, I enhance service delivery and drive customer satisfaction through effective collaboration and strategic communication. Committed to achieving goals and fostering a positive client experience.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
MedImpact
Phoenix, Arizona
02.2026 - Current
- Resolved customer issues by providing accurate information and timely solutions.
- Assisted clients with inquiries regarding pharmacy benefit programs and services.
- Collaborated with internal teams to enhance service delivery and customer satisfaction.
- Trained new representatives on company procedures and best customer service practices.
- Documented customer interactions in the CRM system for future reference and follow-up.
Client Communications Specialist
Rocket Mortgage
07.2022 - 01.2025
- Design and implement comprehensive client communications plan to drive customer satisfaction and retention
- Developed and enhanced client communication processes, increasing overall effectiveness
- Analyze client feedback and generated reports to track performance and satisfaction trends, informing future communication strategies
- Effectively utilized communication platforms, including Zoom and Microsoft Teams, to engage with clients and collaborate with team members, ensuring seamless virtual interactions and efficient information exchange
- Deliver technical support via phone and email to clients, resolving issues with products and services efficiently and professionally
- Maintained accurate client records in Help Desk and CRM systems, ensuring thorough documentation of interactions and updates
Inbound Stower
Amazon
10.2017 - 07.2021
- Ensured accurate labeling and storage of incoming goods in compliance with organizational standards
- Conducted thorough quality inspections on products prior to storage or shipment, ensuring adherence to quality control standards
- Stacked boxes on pallets with precision to optimize space for safe transportation
- Organized workspace to promote safety and efficiency in daily operations
Crew Manager
White Castle
08.2014 - 08.2017
- Deliver technical support via phone and email to clients, resolving issues with products and services efficiently and professionally
- Developed and enhanced client communication processes, increasing overall effectiveness
- Designed and implemented client communications plan, driving customer satisfaction and retention
- Maintain accurate client records in Help Desk and CRM systems, documenting interactions and updates
- Utilized communication platforms, including Zoom and Microsoft Teams, to engage with clients and collaborate with team members, ensuring seamless virtual interactions
- Analyze client feedback and generate reports to track performance and satisfaction trends
Education
High School Diploma - General Studies
Mackenzie High School
Detroit, MI06-2007
Skills
- Customer service
- Client relations
- Technical support
- Client retention strategies
- Coaching new hires
- Collaboration and teamwork
- Team building
- Problem solving
- Time management
- Goal setting and achievement
- Team player mentality
Timeline
Customer Service Representative
MedImpact
02.2026 - Current
Client Communications Specialist
Rocket Mortgage
07.2022 - 01.2025
Inbound Stower
Amazon
10.2017 - 07.2021
Crew Manager
White Castle
08.2014 - 08.2017
High School Diploma - General Studies
Mackenzie High School