Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Jamie Martin

WILMINGTON,North Carolina

Summary

Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Overview

19
19
years of professional experience

Work History

Customer Service Representative

GFL Environmental
Wilmington, NC
04.2012 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with minimal wait times.
  • Recommended services to customers, thoroughly explaining details.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Answered calls, emails and web requests, addressing customer inquiries, solving problems and providing product information.
  • Trained staff on operating procedures and company services.
  • Educated customers on current promotions, upgrades or new offerings available under current plan.
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Initiated termination of customer contract upon request.
  • Promptly responded to inquiries and requests from prospective customers.
  • Documented and detailed calls and complaints using call center's CRM database.

Convenience Store Manager

The Pantry Inc.
Wilmington, NC
11.2007 - 04.2012
  • Managed employee hours to set schedule and store operation budget appropriately, personally covering cashier shifts and general store duties to minimize store labor cost during slow hours.
  • Selected, developed and effectively led highly-engaged team, conducting employee performance reviews to address under-performance issues and safeguard productive team dynamic and morale.
  • Protected employees and customers by providing safe and clean store environment in bathrooms, on shelves, floors and fridge doors and around store entrance.
  • Completed daily paperwork on sales reporting, banking, and payroll reporting.
  • Managed appropriate inventory levels of product at store to avoid shrink and waste, placed orders for inventory running low and evaluated sales performance of items to plan for future stocking strategy.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Implemented daily operating procedures to keep store clean, adequately stocked and well-organized.

Hotel Front Desk Supervisor

The Cabana De Mar
Wilmington, NC
01.2002 - 10.2006
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Collected room deposits, fees and payments.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Resolved service-related problems and documented actions in system.
  • Prepared weekly employee work schedules for team members.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Collected and authorized payments of guests.
  • Lived onsite to providing 24 hour guest services and satisfaction.
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.

Education

Early Child Care Associates Degree - Child Care

Cape Fear Community College
Wilmington, NC
06.1995

High School Diploma -

John T Hoggard High School
Wilmington, NC
06.1992

Skills

  • Understanding Customer Needs
  • Efficient and Detail-Oriented
  • Upselling Products and Services
  • Customer Data Confidentiality
  • Data Entry and Maintenance
  • Upbeat and Positive Personality
  • Telephone Management
  • Inbound and Outbound Calling
  • Document Conversion
  • Time Management
  • Microsoft Excel
  • Citrix

Timeline

Customer Service Representative

GFL Environmental
04.2012 - Current

Convenience Store Manager

The Pantry Inc.
11.2007 - 04.2012

Hotel Front Desk Supervisor

The Cabana De Mar
01.2002 - 10.2006

Early Child Care Associates Degree - Child Care

Cape Fear Community College

High School Diploma -

John T Hoggard High School

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Jamie Martin