Hannah Martin
Winter Haven,FL
Summary
Personable and dedicated Customer Service Representative with experience managing high volumes of calls and emails, consistently meeting performance metrics. Skilled in resolving complex customer issues, upselling products, and maintaining detailed CRM records. Adept at technical troubleshooting, training new team members, and supporting fast-paced environments to drive customer satisfaction and business growth.
Overview
4
4
years of professional experience
Work History
Team Leader Manager
Tropical Smoothie Cafe
12.2024 - 03.2026
- Assisted team leader in managing a team of XX employees, ensuring smooth operations and high productivity
- Collaborated with the team leader to develop and implement strategies for achieving departmental goals
- Provided guidance and support to team members, addressing any issues or concerns that arose
- Monitored team performance and implemented improvement plans to enhance efficiency and effectiveness
- Assisted in resolving customer complaints or escalations by providing prompt assistance or involving appropriate personnel when necessary
- Maintained open lines of communication between management and staff, relaying important information accurately and timely
Customer Service Representative
Primo Water
09.2022 - 12.2024
- Delivered exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring 95% customer satisfaction
- Managed a high volume of 80+ daily calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information, reducing escalations
- Resolved complex customer complaints by investigating root causes and implementing appropriate solutions, improving retention rates
- Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online, increasing online sales
- Upsold additional products or services to customers based on their needs and preferences, contributing to a 10% increase in sales
- Maintained detailed records of all customer interactions in CRM system for future reference and analysis, supporting process improvements.
Customer Service Representative
Petro Home Heating & Air Conditioning
11.2021 - 08.2022
- Handled incoming and outbound customer calls for follow-up and upselling, using communication and active listening skills to deliver exceptional service
- Created customer appointments, ensuring efficient scheduling and improved customer satisfaction
- Maintained up-to-date knowledge of customer accounts, enabling accurate and timely support
- Explained products and benefits to customers, increasing product understanding and driving upsell opportunities
- Confirmed payments and refunds, ensuring accurate transaction processing and customer trust
- Resolved payment and order disputes by troubleshooting and resolving customer issues, reducing repeat calls
- Provided excellent technical support, resolving issues and improving customer experience
Education
Associate of Science -
Monroe Community College
Rochester, NY05.2019
Skills
- Customer focus
- Workload management
- Motivational skills
- Influencing skills
- Microsoft 365
- CRM software
- SalesForce
Timeline
Team Leader Manager
Tropical Smoothie Cafe
12.2024 - 03.2026
Customer Service Representative
Primo Water
09.2022 - 12.2024
Customer Service Representative
Petro Home Heating & Air Conditioning
11.2021 - 08.2022
Associate of Science -
Monroe Community College