Jackie Martin
Summary
Seasoned communications and support professional with over 30 years of experience representing organizations. Expertise in liaising with wide range of parties, including all levels of management, operational experts and clients. Honest and ethical with exceptional conflict resolution talents and great attention to detail. Dedicated to handling all types of inquiries efficiently and effectively.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Care Liaison
Computer Village
03.2023 - 01.2024
- Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
- Enhanced customer satisfaction by swiftly addressing concerns and providing solutions to various issues.
- Aided in the development of training materials, contributing to the ongoing education of team members and improved performance outcomes.
- Coordinated multiple projects simultaneously, ensuring timely completion and alignment with organizational objectives.
- Collaborated with other departments, identifying and addressing areas needing improvement.
- Gathered, organized, input and maintained information into digital database utilized by multiple external entities..
- Maintained database systems to track and analyze operational data.
- Evaluated customer needs and feedback to drive product and service improvements and sales.
- Evaluated staff performance and provided suggestions to upper level management to address inefficiencies.
Quality Assurance Specialist
Cuna Mutual Financial Group
01.2022 - 01.2019
- Reviewed production processes and identified potential quality issues.
- Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Performed standard first article inspections and random sampling inspections to verify adherence to state regulations and customer standards.
- Promoted adherence to quality standards by educating personnel and employees on quality control via monthly one-on-one meetings.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies via a regular monthly email update.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.
- Developed and implemented procedures to meet product quality standards.
- Reported problems and concerns to management.
- Recorded and organized test data for report generation and analysis.
- Liaised between quality control and other departments and contractors, providing updates and consultation on a bi-weekly basis.
- Drafted technical documents such as deviation reports, testing protocol and trend analyses.
- Conducted investigations into questionable test results.
Customer Service Specialist, New Business Lead
Assurant Life Of Canada
01.2018 - 01.2019
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time. By contacting customers directly, I was able to foster relationships with individuals and funeral homes which was mutually beneficial for both parties; providing and receiving assistance when needed.
- Maintained and managed customer files and databases for both internal and external customers.
- Actively participated in team meetings, focus groups and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Overcame language (Spanish, French Canadian) barriers when necessary by utilizing translation tools or coordinating assistance from multilingual colleagues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and provided backup support for organizational leadership.
- Trained new personnel regarding company operations, policies and services, sharing best practices for handling difficult situations and achieving positive outcomes.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions in a professional manner.
- It is my goal daily to provide my Customers with the best service that I can in any given situation.
Customer Service Associate II
Assurant
01.2008 - 01.2018
- Managed high call volume with exceptional time management skills, minimizing wait times for customers while maintaining a positive attitude and focus on customer satisfaction.
- Investigated and resolved customer inquiries and escalations quickly and professionally.
- Daily tasks included compliancing incoming contracts for accuracy based on state regulations and data entry of those contracts, processing policy conversions and reinstatements, generating status letters, assisting internal and external customers with policy updates such as billing changes, duplicate policy requests, and clearing up any pending discrepancies that were needed for policy issue.
- Maintained a high level of product knowledge, providing accurate information to customers and Agents.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Assisted colleagues with challenging situations, providing guidance based on expertise and experience in the industry.
- Proactively sought opportunities for personal growth within the role through continuous learning initiatives.
- Participated in cross-functional teams to address complex customer concerns, resulting in prompt resolution of issues.
- Conducted follow-up calls to ensure complete satisfaction after issue resolution or product purchase completion.
- Cultivated lasting client relationships through consistent reliability and dedication towards achieving mutually beneficial results.
- Developed, implemented, and trained team members on procedure updates to improve processes and services provided.
- Investigated and resolved accounting and quality discrepancies by working monthly suspense and policy suspect reports.
Business Manager
Cash Investment Corporation And Convenient Loan
01.2007 - 01.2008
- Assisted with hiring and training of new employees.
- Managed, communicated and executed plans to align the companies vision and objectives to motivate my team.
- Implemented comprehensive marketing campaigns targeting prospective borrowers in need of financing solutions, generating increased leads for the business.
- Strengthened relationships with clients by providing personalized service and addressing questions and concerns promptly.
- Processed loan applications and monitored progress from start to finish.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
- Managed a diverse portfolio of loans, ensuring approximately 800 accounts remained current and well-maintained through diligent oversight.
- Consistently met sales targets through proactive client outreach and relationship building efforts.
- Oversaw financial operations, maintaining accurate records and ensuring compliance with industry regulations.
- Prepared payroll by calculating pay, distributing checks, and maintaining payroll records.
- Oversaw daily cash deposits ensuring funds were accounted correctly resulting in increased accuracy.
- Maintained a clean and organized store environment, upholding company standards for cleanliness during closing procedures.
- Ensured accurate reporting of daily sales figures, reconciling discrepancies in a timely manner to maintain accurate records.
Title Clerk
Great Western Auto Brokers
01.2006 - 01.2007
- Prepared tax and title documents to submit legal transfer work to DMV.
- Audited and reviewed title documents for accuracy and compliance with state and federal regulations by collaborating with various departments to ensure smooth workflow for title processing and delivery.
- Expedited the title transfer process, closely monitoring timelines and proactively addressing any potential delays.
- Coordinated efforts between sales staff, finance managers, and DMV offices to provide clients with prompt service regarding their vehicle titles.
- Demonstrated adaptability during peak workload periods while maintaining high-quality results and meeting tight deadlines.
- Processed cash and credit card payments on internal loans as well as disbursements on overpayments.
- Kept up-to-date with state and federal regulations to prevent errors and fraud.
- Continuously improved processes for title management, identifying areas of improvement and implementing changes where necessary.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants prior to submitting the loan for final approval.
- Provided exceptional customer service by addressing borrower concerns and resolving issues in a timely manner.
- Assisted in month-end closing procedures, ensuring all invoices were processed on time to reflect accurate financial statements.
Education
Bachelors Degree - Biology
Northern State University
Aberdeen, SD05.2002
Associates Degree - Medical Laboratory Technology
Presentation College
Aberdeen, SD05.2000
High School Diploma -
Aberdeen Central High School
Aberdeen, SD05.1998
Skills
- Verbal and Written Communication
- Team Collaboration
- Critical Thinking and Problem-Solving Abilities
- Customer Relations
- Computer Proficiency
- Account Management
- Data Entry
- Call Center Experience
- Professional Telephone Demeanor
- Quality Control
Certification
- State certified/licensed Medical Lab Tech
- American Society for Clinical Pathology (ASCP)
Qualifications
- Consistently maintained a 98% or higher quality ratio on data entry.
- 30 years experience in a customer service related call center environment.
- 15 years experience leading a team of 2-10 individuals, with 2 years as manager.
- Fluent in the use of computer programs including but not limited to Microsoft Office Suite, Apple iWork Suite, and proprietary data entry systems.
- Proficient knowledge of multi-line phone systems, as well as office functions including filing, print/copy/fax systems.
References
- Barbara Sheldon, (605) 877-2455
- Amanda Williams, (605) 415-5714
- Julie Grundhoffer, (605) 209-0137
Timeline
Customer Care Liaison
Computer Village
03.2023 - 01.2024
Quality Assurance Specialist
Cuna Mutual Financial Group
01.2022 - 01.2019
Customer Service Specialist, New Business Lead
Assurant Life Of Canada
01.2018 - 01.2019
Customer Service Associate II
Assurant
01.2008 - 01.2018
Business Manager
Cash Investment Corporation And Convenient Loan
01.2007 - 01.2008
Title Clerk
Great Western Auto Brokers
01.2006 - 01.2007
Bachelors Degree - Biology
Northern State University
Associates Degree - Medical Laboratory Technology
Presentation College
High School Diploma -
Aberdeen Central High School
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