Karmen Martin
Kankakee,IL
Summary
Leveraged expertise in customer service and operational efficiency to enhance client satisfaction and drive business success in diverse environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Quality Inn and Suites
Bradley, IL
08.2024 - Current
- Manage front desk activities to maintain occupancy rates above industry averages.
- Facilitate guest reservations and provide confirmation details to ensure a seamless experience.
- Facilitate a positive onboarding experience by welcoming new arrivals and confirming their reservations and identification.
- Engage with housekeeping personnel to validate compliance with hotel service and maintenance protocols.
- Enforce compliance with policies and procedures to streamline workflows.
- Direct front desk activities to enhance guest satisfaction and streamline service delivery.
Customer Service Representative
Cognizant Technology Solutions
Remote
07.2025 - 12.2025
- Managed customer inquiries regarding account details, ensuring accurate communication of delivery dates and seamless order creation.
- Streamlined payment processing by adding secure payment methods and confirming alignment with established company policies.
- Managed escalation processes by directing calls to necessary departments for prompt assistance.
- Informed customers of modifications to account information and product pricing to ensure transparency
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Strengthened communication skills through regular interactions with others.
- Participated in ongoing training and professional development opportunities to stay current on industry trends and best practices for call quality
Cafeteria Worker
Kankakee School District 111
Kankakee, IL
11.2022 - 05.2025
- Fostered collaborative working relationships to enhance team dynamics and productivity.
- Supported operational efficiency and productivity through seamless teamwork and communication.
- Managed inventory processes by receiving and systematically storing incoming supplies to ensure operational efficiency.
- Facilitated customer transactions by accurately tracking purchases and accepting payments.
- Maintained hygiene standards by systematically cleaning and sanitizing all surfaces, tools, and equipment.
Fraud Analyst
Insight Global
Remote
02.2021 - 09.2022
- Facilitated call verification processes with claimants to ensure accurate demographic data collection.
- Supported unemployment claimants through efficient claim filing and certification processes to ensure timely assistance.
- Guided claimants through online registration to ensure seamless account access.
- Educated claimants on identifying fraudulent claims and provided guidance on utilizing appropriate reporting facilities and websites.
Customer Service Representative
Check Into Cash
Kankakee, IL
02.2020 - 01.2021
- Executed comprehensive loan processing procedures to deliver immediate cash access for borrowers.
- Delivered efficient payment acceptance services, accommodating cash, cards, checks, and money orders.
- Managed collections process and performed courtesy calls to ensure timely payment arrangements.
- Engaged with returning customers to build trust and encourage repeat business.
- Delivered exceptional customer service by consistently presenting a friendly and professional demeanor in person and over the phone.
Sales Associate
AmeriCash Loans, LLC
Chicago, IL
10.2018 - 08.2019
- Interview loan applicants to obtain personal and financial data, and to assist in completing applications.
- Develop lists of prospective clients from sources such as newspaper items, company records, local merchants, or customers.
- Maintain updated weekly log of loan productions.
- Record applications for loan and credit, loan information, and disbursements of funds, using computers.
Education
B.A. - Mass Communication and Journalism
LANE COLLEGE
Jackson, TN06.2009
Skills
Assisted customers with inquiries and resolved issues promptly Guided clients through product features and benefits Supported team in maintaining high customer satisfaction levels
Demonstrated advanced problem-solving capabilities to address complex challenges
Leveraged Microsoft Office suite to enhance document creation and data management processes
Facilitated resolution of conflicts to foster a collaborative work environment
Time management
Conflict and issue documentation
Certification
SERV Safe
Timeline
Customer Service Representative
Cognizant Technology Solutions
07.2025 - 12.2025
Front Desk Agent
Quality Inn and Suites
08.2024 - Current
Cafeteria Worker
Kankakee School District 111
11.2022 - 05.2025
Fraud Analyst
Insight Global
02.2021 - 09.2022
Customer Service Representative
Check Into Cash
02.2020 - 01.2021
Sales Associate
AmeriCash Loans, LLC
10.2018 - 08.2019
B.A. - Mass Communication and Journalism
LANE COLLEGE