Jessica MARTIN
Wilson,NC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
WPS Health Solutions
04.2022 - 02.2023
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests for products, services, and company information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
Office Manager
Megaforce Staffing
07.2020 - 10.2021
- Achieved staffing objectives through strategic and tactical planning, program management expertise and knowledge of effective recruitment, interviewing and training procedures.
- Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
- Recruited top talent to maximize profitability.
- Collaborated with HR leadership regarding candidate salary determinations.
- Maintained current knowledge of industry regulations and legislation to amend policies and promote compliance.
- Utilized compliance tools, corrective actions and identification of deficiencies to mitigate audit risks.
Business Development Specialist
North State Consulting
01.2020 - 03.2020
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Improved sales documents with cut and paste feature.
- Developed business pipeline using cold and warm techniques.
- Brought in new accounts through successful networking strategies and promotional approaches.
- Expanded business through effective network development, identifying new, and prospective clients.
Collections Agent
Southern Credit Adjusters
06.2019 - 01.2020
- Maintain a level of at least 150 accounts in 3 different units to contact debtors weekly
- Trained new team members on scripts, company services, and collection strategies.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Counseled debtors on payment options and arranged installment agreements.
- Remain in contact with debtors that are on a pay schedule to ensure the payments are made
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- In cases of accidents, maintain contact with attorneys regarding the payments and accounts
- Verifying workman comp claims to try to get payment from the company
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
Client Loan Advisor
PNC Bank
08.2015 - 03.2018
- Received between 50-80 inbound calls per day to discuss the status of the loan with clients, or to get them to the correct loan specialist
- Developed and maintained relationships with customers, lenders and other third parties.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Assisted customers with completing loan applications and other paperwork.
- Explained very technical financial information to applicants in easy to understand language.
- Identified opportunities to cross-sell and upsell loan products to customers.
Education
GED -
Wilson Community College
Wilson01.2001
Skills
- Customer Service
- Customer Consulting
- Customer Relations
- Customer Data Confidentiality
- Interpersonal Skills
- Adaptability
- Empathy
- Teamwork
- Time Management
- Conflict Management/Resolution
- Microsoft Office Suite
- Conflict Resolution
- Video conferencing software
- 60 WPM Typist
- Staff Training
- Records Preparation
- Administrative Support
- POS Systems Expertise
- Sales Report Generation
- Clerical Support
- Investigate Claims
- Document Control
- Call Volume and Quality Metrics
- Multi-Line Phone Talent
- Active Listening
- Report Creation
- Service Standard Compliance
- Problem-Solving Ability
- Professional Telephone Demeanor
- Cultural Sensitivity
Timeline
Customer Service Representative
WPS Health Solutions
04.2022 - 02.2023
Office Manager
Megaforce Staffing
07.2020 - 10.2021
Business Development Specialist
North State Consulting
01.2020 - 03.2020
Collections Agent
Southern Credit Adjusters
06.2019 - 01.2020
Client Loan Advisor
PNC Bank
08.2015 - 03.2018
GED -
Wilson Community College
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