Heather Martin
Berea,OH
Summary
Driven and personable Customer Service Specialist with over 25 years of experience interfacing with customers and peers to ensure optimal service delivery. Dedicated and outside-the-box strategic thinker with expertise in customer relationship management, conflict resolution, time management, document control, and leadership. Dependable and courteous self-starter and team player seeking to leverage background into a management or supervisor role with a progressive organization. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
Customer Service Account Specialist
IMCD US LLC
04.2021 - Current
- Provide customer support for the inside sales representative to help manager their customer accounts.
- Process incoming purchase orders.
- Work closely with our supply chain team to help manage inventory, product availability, and shipping dates.
- Set customer expectations via phone and email communication regarding inventory availability and projected dates of arrival for inventory to fulfill their orders.
- Maintain customer profile notes and sales templates.
- Work with the warehousing team to provide needed documents for shipments.
- Work with accounting and credit team specialists to keep customer accounts current and get payments when needed.
- Submit customer applications and other needed documents to account set up representatives so that new accounts can be created and existing accounts can be updated.
- Create excel spreadsheets with open order history to provide to the inside sales representative weekly.
- Manage 100 plus incoming emails per day.
- Take incoming customer calls and inquiries.
- Use Teams and Zoom to communicate with internal customers and other CSR's within my group or department.
- Manage daily watchlist and reports to help maintain monthly sales to help the company meet monthly sales goals.
- Submit Non Conformance Reports and Return Material Authorization requests as needed.
- Review orders for pricing discrepancies and submit adjustment requests to the sales support group.
- Do pricing adjustments to orders as needed.
CXA Level 1
Endevis Staffing
12.2020 - 03.2021
- Responsible for taking 50-60 incoming customer calls per day to take their propane order
- Review their billing and invoice statements
- Take payments and answer questions about their pricing
- Setting up payment plans and contracts
- Tracking driver routes to advise customers when the order will be received
- Set up and schedule service appointments for repairs and general maintenance
- Take escalated calls from customers who are upset about service and delivery issues
- Process credit memos, billing disputes and discounts for customer retention.
Outbound Sales Rep
Epiq Insurance Agency
09.2020 - 11.2020
- Handled 60-70 calls per day that were made from an automated calling system
- The calls went out to people who had researched auto insurance quotes
- Asked the callers questions about their current auto insurance needs and filled in missing data to help them obtain an auto insurance quote.
Customer Care Provider
Beacon Hill Staffing
07.2019 - 03.2020
- Responsible for the data entry and processing of incoming purchase orders that came in via phone, email and fax
- Took 20-30 incoming customer calls per day to answer questions on stock availability and pricing
- Verified shipping information and helped track out going orders.
Customer Service Rep
Clamco
10.2018 - 04.2019
- Answered 50+ inbound calls per day to address customer inquiries, resolve issues and provide information on new products and services and directed inbound calls to designated individuals or departments
- Informed customers on billing procedures, processed payments and provided assistance to set up payment options
- Made customers top priority and employed active listening skills to understand needs and deliver first-rate service
- Assisted in fulfillment of customer orders placed in person, via email, online and by telephone
Customer Advocate
Hartman Personnel
07.2018 - 09.2018
- Kept customers happy by applying proactive approaches to understanding and resolving diverse issues
- Documented conversations with customers in Excel to track requests, problems and solutions offered
- Contributed to business growth by confirming that customers were satisfied with service and quality
- Kept customer account information current and accurate by preparing, completing and processing forms and database changes
- Reviewed account and service histories to identify trends and unaddressed issues.
Assistant Customer Service Supervisor
Loan Protector Insurance Services
09.2016 - 02.2018
- Collaborated with managers and other team members to solve difficult or complex customer issues
- Supervised and trained 30+ customer service team members to provide exceptional service throughout the entire experience
- Supervised total department call volume of 700+ per day
- Kept customer account information current and accurate by preparing, completing and processing forms and database changes
- Filled out documentation and logs each day and created weekly reports detailing activities
- Answered customer requests with friendly, knowledgeable service and support
- Oversaw training of new team members and mentored each to promote productivity, accuracy and friendly service.
Customer Care Specialist
Industrial Staffing Solutions
02.2015 - 07.2016
- Interacted with over 50 customers per shift to provide and process information in response to inquiries, concerns and requests about services and products
- Kept customer account information current and accurate by preparing, completing and processing forms and database changes
- Gathered information from customers and asked open-ended questions to understand needs and address quickly
- Surpassed 75% quality target by diligently working through scripted response plans and applying personal knowledge base to resolve concerns.
Education
High school or equivalent -
Berea High School
Berea, OH06.1991
Skills
- Training and development
- Results-oriented
- Conflict and dispute resolution
- Excellent communication
- Time management skills
- Process Improvement
- Call Center Leadership
- Client Service Delivery
- Policy Documentation
- Customer Service
- Problem-solving abilities
- Data Entry
- Microsoft Outlook
- Administrative Support
Timeline
Customer Service Account Specialist
IMCD US LLC
04.2021 - Current
CXA Level 1
Endevis Staffing
12.2020 - 03.2021
Outbound Sales Rep
Epiq Insurance Agency
09.2020 - 11.2020
Customer Care Provider
Beacon Hill Staffing
07.2019 - 03.2020
Customer Service Rep
Clamco
10.2018 - 04.2019
Customer Advocate
Hartman Personnel
07.2018 - 09.2018
Assistant Customer Service Supervisor
Loan Protector Insurance Services
09.2016 - 02.2018
Customer Care Specialist
Industrial Staffing Solutions
02.2015 - 07.2016
High school or equivalent -
Berea High School
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