Keva Martin
Kansas City,US
Summary
Successful Customer support rep with ten years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
Work History
Client Service Representative
CarMax
04.2022 - 01.2025
- Provided exceptional customer service by guiding customers every step of the way, from sale or facilitating the appraisal to test drives and arranging financing applications
- Conducted vehicle condition assessments by collecting, recording, and communicating information to Buyers that will be used to perform customer appraisals
- Checking in and receiving vehicles that are shipped to CarMax; completing the daily scanning and reconciliation of vehicle inventory
- Performing cosmetic inspections and ensure that all vehicles meet CarMax Quality Standards
- Performing various administrative duties, including, but not limited to: printing daily reports, maintaining transaction paperwork, contacting finance companies regarding Customer contracts, obtaining requirement information regarding registration and/or titling, auditing completed paperwork, cash/payment management
- Creating service appointments and review repair order invoices for retail service work performed; ensure accuracy of documentation for billing
Customer Care Representative
Centrinex
06.2018 - 09.2022
- Responsible for developing new business by making contact with customer application leads using telephone, email, and fax
Evaluates loan applications based on lending company criteria and requirements which could include collecting and approving bank statements and pay stubs, verifying employment, and performing 3-way bank calls
Clearly explains terms of customer loan contracts in their entirety
Responsible for changing and updating customer information in operating systems
Prevents customers from withdrawing their application by making special offers
Identifies fraudulent applications using verbal or online confirmation of application information
Roadside Assistance Agent
EXL Service
04.2016 - 06.2018
- Responsible for contacting Policyholders via phone, SMS and email to explain the reason for the required insurance appraisal, building policyholder trust and alleviating any concerns
- Responsible for providing a “concierge” service to Homeowners on our ASSIST products, aiding them with installing our photo-capture app onto their mobile phone, and supporting any technical questions they may have
- Responsible for keeping work order statuses up to date in the system
- Responsible for prioritizing work, meeting deadlines and achieving productivity goals
- Responsible for keeping management posted on any unusual situations, instructions, etc.
Education
High School - Diploma
FL Schlagle High School
05-1995
Skills
- Microsoft Word
- Outbound calling
- CRM software
- Customer support
- File management
- Order processing
- Call center experience
- Meeting deadlines
- Microsoft Excel
- Microsoft Windows
- Communication
- Creativity
- Sales
- Financial Management
- Grammar
- Web Browsers
- Problem Solving
- Microsoft Office
- Typing
- Positive Attitude
- Attention To Detail
- Team-working
- Self Motivation
Accomplishments
- Supervised team of 15 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Timeline
Client Service Representative
CarMax
04.2022 - 01.2025
Customer Care Representative
Centrinex
06.2018 - 09.2022
Roadside Assistance Agent
EXL Service
04.2016 - 06.2018
High School - Diploma
FL Schlagle High School
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