Janet Martins
Edmond,USA
Summary
Experienced in customer service, call agent, and accounting roles, I am seeking a position that fully utilizes my skills. Proficient in fast-paced call center settings, I excel at providing excellent customer service and possess strong problem-solving abilities. Committed to delivering exceptional service and effectively resolving issues, I am a friendly and efficient call agent.
Overview
30
30
years of professional experience
Work History
CEC Call Agent (Remote)
Huntington Learning Corporation
05.2021 - 04.2023
- Handles inbound and outbound phone calls, consulting with parents about their children’s academic struggles and concerns
- Schedule Academic Evaluation (AE) appointments
- Write up inquiry and subsequent contact forms, documenting all conversations with callers
- Make follow-up outbound calls to inquirers who did not schedule Academic Evaluation appointments on the initial call
- Responsible for maintaining a 50% AE rate monthly for sales quota on all initial calls for all services provided
Payroll Clerk
Roberts Hawaii Inc
04.2015 - 11.2019
- Capable Payroll Clerk with 8 years of experience maintaining payroll
- Basic functions in Excel
- Processed payrolls daily for more than 60 employees which includes regular bus drivers, Special Needs buses (SPED) (for children who are mentally challenged), and charters (school events)
- Auditing proficiency
- Analyzing information
- Maintained employee confidence and protected payroll operations by keeping all information confidential
- Processing mileage
- Maintained payroll information by calculating, collecting, and entering data
- Independently maintained 100% accuracy in transferring correct data from payroll spreadsheets into the Ceridian system
- Responded to employee questions and requests for information in a timely and knowledgeable fashion
- Operated 10-key calculators, computers, fax machines, copy machines, and other office equipment to produce documents
- Created time sheets now being used for regular bus drivers
Customer Service Manager
American Airlines Inc
08.1996 - 09.1997
- Coordinated efforts of customer support staff
- Solved unresolved customer issues
- Enhanced customer satisfaction ratings by managing all client inquiries through resolution
- Delivered excellent customer service, resulting in a consistent 100% customer satisfaction rating
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Responded to customer requests with friendly, knowledgeable service and support
- Met all customer call guidelines including service levels, time, and productivity
- Investigated and resolved customer inquiries and complaints in an empathetic manner
- Strong leader of customer support staff
- Promptly responded to inquiries and requests from prospective customers
Administrative Specialist
Employers Options
11.1993 - 07.1996
- Provided administrative services, including phone, email, correspondence, making copies, and handling incoming and outgoing mail and faxes
- Resolved customer concerns efficiently and knowledgeably to promote satisfaction and loyalty
- Devised systems of organizing records, contracts, agendas, and reports to maintain order and improve information tracking
- Found potential new hires and completed the initial screens, interviews, and tests
- Organized incoming and outgoing file movements efficiently and accurately
- Maintained detailed records of employees to update on in-house opportunities
- Developed and implemented procedures for training in MS Office for qualified candidates who lacked the skills
- Answered incoming calls, responded to calls and in-person requests, handled internal communications, and greeted visitors in the reception area
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests
- Conducted preliminary screening and interviews
- Documented human resources actions by completing forms, reports, logs, and records
- Screened applicant resumes and coordinated both phone and in-person interviews
- Acted as a liaison between clients and vendors and maintained effective lines of communication
- Provided job candidates by screening, interviewing, and testing applicants
Education
High School Diploma -
Waianae High School
Waianae, HI06-1965
Skills
- Strong Communication Skills
- Human Resource
- Computers (PC, Laptop, Tablets)
- Answering multi-phone lines
- Typing 45wpm
- Microsoft Office (Word, Excel, PowerPoint)
- Reviewing data
- Self-motivated
- Hardworking/reliable/fast learner
- Data entry
- Recording data
- Answering questions
- Customer communications
- Problem-solving skills
- Resolving issues
- Gathering information
Accomplishments
- Huntington Learning Center – Maintained and exceeded monthly goals 90% of the time.
- Roberts Hawaii – Created employee time sheets for bus drivers and monitors to simplify payroll which is still being used today.
Medicalleave
05/01/23, 08/01/23
Salary
$16.00 – 20.00 hourly
Note
In December 2019, I worked for a temporary agency, AR position for about 3 weeks and moved to Dallas on the 22nd of December 2019. The rest of my family relocated to Dallas in February 2020 and during COVID, finding a job and a house was tough. I started looking for employment in February 2021 until I was offered a call agent position with Huntington Learning Center in May 2021.
Timeline
CEC Call Agent (Remote)
Huntington Learning Corporation
05.2021 - 04.2023
Payroll Clerk
Roberts Hawaii Inc
04.2015 - 11.2019
Customer Service Manager
American Airlines Inc
08.1996 - 09.1997
Administrative Specialist
Employers Options
11.1993 - 07.1996
High School Diploma -
Waianae High School
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