ERICA MARTIN
Greenville,SC
Summary
Diligent [Customer Support Specialist] skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
28
28
years of professional experience
Work History
Customer Support Specialist
Capital One Financial Corporation (Foundever)
05.2023 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Delivery Driver
DoorDash, Grubhub, Ubereats
09.2021 - Current
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Managed multiple deliveries simultaneously, maximizing efficiency and productivity.
Class A Production Operator
Magna Drive Automotive
12.2013 - 09.2020
- Inspected the quality of the finished product to assess compliance in conjunction with racking, sorting, repacking and verifying parts
- Operates production equipment to produce parts while meeting all safety and quality standards
- Load and unload individual automotive
- Utilize quality concepts to inspect line changes, grade and document port condition
- Provide training for new employees.
Hydraulic Tester
Comatrol
06.2009 - 11.2013
- Test and inspect hydraulic cartridge valves
- Read blueprint to assemble cartridge valve
- Coach and train new and existing employees as Hydraulic Tester.
- Ensured compliance with industry standards by rigorously following established testing methodologies and best practices.
Assembler
Faurceia
03.2007 - 07.2008
- Assemble automobile seating
- Abided by company policy, safety guidelines and procedures.
- Increased production efficiency by assembling components quickly and accurately.
- Demonstrated a strong work ethic by consistently arriving on time, prepared to begin work immediately, and contributing positively to the team''s overall success.
Diesel Engine Technician
Catpillar
05.2006 - 12.2006
- Utilized hand tools and power tools to repair and maintain diesel engines according to industry standards.
- Tested and adjusted engines to foster proper performance.
Priority Customer Support Specialist
MCI Telecommunications
06.1996 - 07.2005
- Manage high call volume of inbound and outbound customer calls
- Answer constant flow of customer calls up to 150 calls in queue per minute
- Address and resolve customers’ billing complaints, questions and payment extensions service request.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
Education
James Madison High School
Brooklyn, NY05.1987
Skills
- Complaint Handling
- Customer Relationship Management (CRM)
- CRM Software
- Call center experience
Timeline
Customer Support Specialist
Capital One Financial Corporation (Foundever)
05.2023 - Current
Delivery Driver
DoorDash, Grubhub, Ubereats
09.2021 - Current
Class A Production Operator
Magna Drive Automotive
12.2013 - 09.2020
Hydraulic Tester
Comatrol
06.2009 - 11.2013
Assembler
Faurceia
03.2007 - 07.2008
Diesel Engine Technician
Catpillar
05.2006 - 12.2006
Priority Customer Support Specialist
MCI Telecommunications
06.1996 - 07.2005
James Madison High School
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