Kayla Martin
Greenville,SC
Summary
Dynamic Customer Service Representative with TD Bank, adept at resolving disputes and enhancing client satisfaction through active listening and critical thinking. Proven ability to manage high call volumes while building rapport and maintaining professionalism. Skilled in Microsoft Outlook, consistently delivering solutions that exceed customer expectations.
Personable and positive individual with excellent communication and problem-solving abilities. Possesses strong knowledge of customer service.
Overview
10
10
years of professional experience
Work History
Customer Service Representative Agent
TD Bank
06.2024 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
Customer Service Representative
Conduent
04.2022 - 05.2024
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
State Collections
01.2020 - 03.2021
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Exhibited high energy and professionalism when dealing with clients and staff.
Medical, Billing Specialist
Beatties Ford Road Vocational Trade Center
02.2017 - 04.2019
- Identified and resolved patient billing and payment issues.
- Assisted patients with understanding their medical bills and provided clarification on complex insurance issues, promoting a positive customer experience.
- Examined patients' insurance coverage, deductibles, insurance carrier payments and remaining balances not covered under policies when applicable.
Front Desk Assistant Intern
Synergy Counseling Center
11.2015 - 12.2016
- Collaborated with team members on special projects to improve overall hotel services and offerings.
- Streamlined check-in and check-out processes for improved guest experiences and reduced wait times.
Education
Associate of Science - Psychology
Georgia State University
Atlanta, GA12-2019
High School Diploma -
Greenwood High School
Greenwood, SC06-2015
Skills
- Customer focus
- Call center experience
- Building rapport
- Complaint handling
- Typing speed
- Dispute resolution
- Critical thinking
- Customer service
- Active listening
- Problem resolution
- Microsoft outlook
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Customer Service Representative Agent
TD Bank
06.2024 - Current
Customer Service Representative
Conduent
04.2022 - 05.2024
Customer Service Representative
State Collections
01.2020 - 03.2021
Medical, Billing Specialist
Beatties Ford Road Vocational Trade Center
02.2017 - 04.2019
Front Desk Assistant Intern
Synergy Counseling Center
11.2015 - 12.2016
Associate of Science - Psychology
Georgia State University
High School Diploma -
Greenwood High School
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