KIANA L MARTIN
Bryans Road
Summary
Dedicated Customer Service Specialist motivated to maintain customer satisfaction, retention and contribute to departmental and organizational success overall. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
21
21
years of professional experience
Work History
Concierge Agent
Compass Concierge
09.2021 - Current
- Addresses customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Remedies issues quick and effective active listening, conflict resolution, and dynamic communication skills.
- Offer friendly and efficient service to customers, handles challenging situations with ease.
- Work closely with guests with high degree of respect for privacy.
- Greeting residents & their guests
- Screening persons entering the building
- Answering the telephone
- Dispensing mail, deliveries & packages
- Logging maintenance requests
- Recording incidents that occur in shift notes
Customer Service Communications Specialist
District of Columbia Government
04.2014 - Current
- Manage reception area for the Public Space Regulation Permitting Office
- Provides a high level of Customer Service ensure that guests are assisted with their needs and not waiting long periods of time
- Assist stakeholders with entering permit applications, providing details and status of such applications; administering payment invoices, permits and street signs for enforcement
- Answer main phone lines, ensuring minimal call go without being answered or sent to voicemail
- Collect and evaluate information gathered from callers, determine whether or not urgent action is required
- Create and submit weekly tracking report on guest office walk-ins, calls received and items that require awareness from the management team
- Organize, maintain and manage all office supplies for administration
- Ensure supplies are ordered routinely and are in inventory for use
- Ensure copier paper, general supplies and printer cartridges are in stock
- A bi weekly report is submitted to the Customer Relations Manager on inventory and items needed
- Act as liaison between residents, and the Department of Public Works Parking Enforcement Verification Team requesting exceptions for special circumstance approval requests
- Assists Advisory Neighborhood Commissioner personnel with creating interoffice software usernames and password reset
- Company registration approval and administrator additions, deletions and edit to employee profiles
- Create applications, execute permits and massive sign printings for Special Events, Marathons and special request made by residents, business, The Mayor’s Office and other government entities.
Residential Counselor
Delta T Group of Virginia
11.2010 - 02.2014
- Identified habilitation and educational needs of residents
- Assisted with planning and implementation of daily activities to meet person-centered choices
- Prepared meals for individuals in accordance with established menus and protocols established by a nutritionist
- Assisted individuals with daily living activities
Customer Service Representative
Verizon Wireless
09.2006 - 09.2010
- Supervised order management, customer relations, chargeback resolution, and collections
- Resolved statement questions and disputes initiated by customers
- Provided a high level of customer service and client relation transactions
- Interacted with customers extensively to maintain customer satisfaction
Customer Service Advocate
Chevy Chase Bank
04.2002 - 08.2006
- Supervised order management, customer relations, chargeback resolution, and collections
- Resolved statement questions and disputes initiated by customers
- Provided a high level of customer service and client relation transactions
- Interacted with customers extensively to maintain customer satisfaction
Education
High School Diploma -
Duval High School
Lanham, MD06.1996
Skills
- Guest Experiences
- Policy and Procedure Adherence
- Safety Procedures
- Business Etiquette and Professionalism
- Communicating with Tact and Diplomacy
- Effective Communication
- Language Access Training
- Breaking Bad Communication Habits
- Business Writing and Grammar Skills
- Business Writing for Professionals
- Critical Thinking
- Sexual Harassment Awareness
Accomplishments
- Strong organizational skills
- Energetic work attitude
- Adaptive team player
- Seasoned in conflict resolution
- Sharp problem solver
- Extensive telecommunication and written correspondence skills
Timeline
Concierge Agent
Compass Concierge
09.2021 - Current
Customer Service Communications Specialist
District of Columbia Government
04.2014 - Current
Residential Counselor
Delta T Group of Virginia
11.2010 - 02.2014
Customer Service Representative
Verizon Wireless
09.2006 - 09.2010
Customer Service Advocate
Chevy Chase Bank
04.2002 - 08.2006
High School Diploma -
Duval High School
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