Lakeesha Martin
Warner Robins,Georgia
Summary
Experienced Customer Service Representative with a 9-year proven track record in effectively addressing customer requests and concerns. Adept at providing accurate and timely information, while offering viable solutions to resolve issues. Maintains a positive and energetic demeanor, even in challenging situations, leveraging resourcefulness and adaptability.
Overview
29
29
years of professional experience
Work History
Customer Care Representative
Geico
04.2022 - Current
- Manages a caseload of claims simultaneously while meeting strict deadlines for resolution
- Communicated effectively with policyholders throughout the claim process
- Provided exceptional customer service by addressing inquiries promptly and professionally
- Engaged in active listening with customers, confirming, and clarifying information to provide comprehensive support
- Managed large volume of daily calls while maintaining high customer satisfaction rate
Customer Service Representative
Teleperformance
03.2020 - 04.2022
- Managed a high volume of inbound calls in a fast paced environment consistently meeting or exceeding call handling metrics
- Provided excellent customer service by answering inquiries from patient regarding prescription refills and insurance coverages
- Assisted pharmacist with accurately dispensing medications to patients
- Provided specific pharmacy benefit information
- Provided support for pharmacy information management to retail pharmacy
Customer Service Representative
Alorica
03.2017 - 03.2020
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Notified insurance agents and accounting departments of policy cancellations and changes.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Managed large number of daily call volume while maintaining high customer satisfaction rate
Technical Support Representative
Alorica
07.2014 - 03.2017
- Delivered exceptional customer service by actively listening to concerns and addressing them promptly
- Provides technical support for internet, phone and television services
- Provided technical specifications and consulted to support resolution of technical issues
- Provided solution to improve services by upselling to fulfill needs
- Responded to customer requests for products, services, and company information.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Responded to customer inquiries and provided technical assistance over phone.
- Managed high levels of call flow and responded to technical support needs.
Human Resources Assistant
Target Distribution Center
05.2008 - 07.2014
- Answered incoming calls and directed them to appropriate departments or personnel
- Vetted job applicants with thorough background checks and financial histories
- Maintained employee records by updating personal information, benefits, and performance evaluations
- Performed background checks on potential hires to ensure compliance with company standards
- Conducted new hire orientations to familiarize employees with company policies and procedures
- Scheduled interviews for job applicants, providing necessary paperwork and instructions beforehand
- Assisted with development of training materials for staff development workshops and seminars
Administrative Assistant
Fort Valley State University
03.1996 - 05.2008
- Managed incoming and outgoing mail, packages and faxes
- Promoted productivity by coordinating schedules, meetings and correspondence
- Proofread and edited documents and reports for staff
- Collaborated with team members on projects to meet deadlines efficiently
- Prepared meeting agendas, and distributed documentation to attendees
- Supported human resources department by updating employee files as needed
- Processed invoices and expense reports according to company policies
- Managed daily office operations and maintained organized workspace
- Assisted in preparation of monthly financial reports for executive review
Education
Bachelor of Science (B.S.) - Cybersecurity
Augusta Technical College
Augusta, GA06.2025
Skills
- Call logging
- Email communication
- Multitasking and organization
- Customer service
- Punctuality and reliability
- Upselling techniques
- First call resolution
- Problem resolution
- Call center experience
- Active listening
- Phone etiquette
- Verbal and written communication
Timeline
Customer Care Representative
Geico
04.2022 - Current
Customer Service Representative
Teleperformance
03.2020 - 04.2022
Customer Service Representative
Alorica
03.2017 - 03.2020
Technical Support Representative
Alorica
07.2014 - 03.2017
Human Resources Assistant
Target Distribution Center
05.2008 - 07.2014
Administrative Assistant
Fort Valley State University
03.1996 - 05.2008
Bachelor of Science (B.S.) - Cybersecurity
Augusta Technical College
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