Evelyn Martell
EL PASO,Texas
Summary
Proven track record in enhancing operational effectiveness and customer satisfaction at Accenture Federal, leveraging expertise in network security and exceptional customer service skills. Collaborated across teams to innovate and implement solutions, significantly improving processes and support. Skilled in cybersecurity protocols and relationship building, adept at multitasking and fostering teamwork.
Overview
3
3
years of professional experience
Work History
Accenture Federal (Tlc)
Call Representatives
01.2023 - Current
- Provided comprehensive training on new software applications, resulting in smoother transitions for all employees involved.
- Developed and implemented security protocols to safeguard sensitive information from potential breaches.
- Facilitated end-user support by responding promptly to help desk inquiries and providing clear instructions for issue resolution.
- Created detailed documentation for internal procedures, enhancing knowledge sharing among team members.
- Optimized network performance with regular monitoring, updates, and adjustments as needed.
- Contributed positively to team morale by fostering an atmosphere of open communication, mutual respect, and collaboration.
- Assisted in the procurement of hardware and software resources, ensuring compatibility with existing systems.
- Collaborated with team members to develop innovative solutions, increasing overall operational effectiveness.
- Reduced downtime with proactive maintenance and troubleshooting of technical equipment.
- Streamlined workflow processes for increased productivity by implementing new organizational systems.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Developed customized financial plans for clients, addressing their specific needs and goals for a comfortable retirement.
- Maintained strict compliance with regulatory requirements to protect both the firm''s reputation and client interests during all transactions involving retirement accounts.
- Collaborated with internal teams to develop new tools and resources for improved client support in retirement planning.
- Educated clients on financial topics and best practices.
- Educated clients on potential risks and rewards associated with various investments.
FEMA (TLC)
Representative Services
09.2022 - 08.2023
- Ensured continuity of essential services by identifying critical infrastructure needs in disaster-stricken communities.
- Collaborated with local, state, and federal agencies to ensure accurate information exchange during disaster responses.
- Promoted increased transparency by providing clear explanations of FEMA processes to affected individuals and community leaders during outreach events or public meetings.
- Provided crucial support for policy updates by consistently adhering to FEMA guidelines during inspections and report submissions.
- Improved disaster assessment accuracy by conducting thorough site inspections and documenting damages.
- Expanded professional knowledge by attending regular trainings on the latest inspection procedures and techniques.
Spectrum (TLC)
Sales Representative
08.2021 - 09.2022
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
Education
GED -
EPCC
El Paso, TX07.2016
Skills
- Hardware troubleshooting
- Network Security
- Cybersecurity Protocols
- Customer Service
- Attention to Detail
- Multitasking and Organization
- Works Well Under Pressure
- Customer interaction
- Relationship Building
- Issue Resolution
- Team Training
- Performance Improvement
- Customer Support
- Telephone reception
- Account Servicing
- Cross-selling abilities
- Product or Service expertise
- Up-selling strategies
- Teamwork and Collaboration
Timeline
Accenture Federal (Tlc)
Call Representatives
01.2023 - Current
FEMA (TLC)
Representative Services
09.2022 - 08.2023
Spectrum (TLC)
Sales Representative
08.2021 - 09.2022
GED -
EPCC
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