Summary
Overview
Work History
Education
Skills
Certification
BusinessAnalyst
Laura Martin

Laura Martin

Danville,IN

Summary

Innovative Coach consistently praised by management for providing top-notch technical, quality and production leadership to assigned team. Motivational leader with a strong record of success in the field to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Coach

Sitel
Fishers, IN
11.2019 - Current
  • Monitor call quality and performance metrics, and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Execute Monthly Performance Plans with representatives to identify production gaps.
  • Oversee employee performance to foster accurate prioritization and achievement of productivity goals.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Supervised 10-20 MSR's in providing excellent customer service to callers requiring assistance for auto claims and property hail claims issues.
  • Supervised 1-2 Coach Apprentices and developing them to become Coach's.
  • Developed quality employees within call center to take over leadership positions such as Mentor, Quality Analyst, and Coach.
  • Help employees with day-to-day work and complex problems by applying motivational and analytical strategies.
  • Monitor team performance, enforcing compliance with corporate claims processes and procedures.
  • Established and oversaw performance targets for call center associates.

Administrative

US Water Systems
Indianpolis, IN
09.2018 - 09.2019
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff
  • Answered multi-line phone system and transferred callers to appropriate department or staff member
  • Answered questions and addressed, resolved or escalated issues to management personnel to satisfy customers
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests
  • Interacted with vendors, tracked orders and directed activities
  • Improved customer service ratings by training new employees on proper phone handling techniques and Netsuite software
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
  • Assisted coworkers and staff members with special tasks on daily basis
  • Resolved damaged and shipping, missing items and tracking issues quickly and effectively, reducing customer complaints

Customer Service Manager

Walmart
Danville, IN
02.2016 - 09.2018
  • Cross-trained and provided back up for customer service managers
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Helping customers by approaching conversations with positive attitude
  • Trained staff on operating procedures and company services
  • Trained new personnel regarding company operations, policies and services
  • Operated POS system to itemize and complete average of customer purchases
  • Increased efficiency and performance by monitoring team member productivity and providing feedback
  • Compiled customer feedback and recommended service delivery improvements to management
  • Monitored cash drawers in multiple checkout stations to ensure adequate cash supply

Cash Office/Special Service Desk Associate

Target
Avon, IN
10.2014 - 02.2016
  • Prepared bank deposits
  • Researched and resolved account discrepancies
  • Set up, tested and balanced registers for front-end employees
  • Balanced cash in safe

Assistant Manager

Finish Line
Plainfield, IN
10.2006 - 08.2009
  • Reviewed sales and gross profit reports to determine options for increasing market growth
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
  • Managed inventory control processes to restore back stock, control costs and maintain sales floor levels to meet customer needs
  • Attained expert level of product knowledge, becoming go-to person for major sales and vendor negotiations
  • Kept work areas clean, organized and safe to promote efficiency and team safety
  • Responded to customer concerns, working with manager to raise customer satisfaction ratings
  • Increased sales by driving operational efficiencies and building excellent customer rapport
  • Supervised team of 10 employees and provided feedback on performance
  • Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance
  • Established and optimized schedules to keep coverage and service in line with forecasted demands
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities

Education

High School Diploma -

North Mesquite High School
Mesquite, TX
05.2001

Associate of Science - Business

Western International University
Tempe, AZ

Bachelor of Science - Psychology

Capella University
Minneapolis, MN

Skills

  • Claims Adjuster License for all states requiring licensing
  • Personal, casualty and property loss
  • Insurance Policy Coverage Knowledge
  • Automobile claims specialist
  • Creative problem solving
  • Customer Service and Customer Service Management
  • Active Listening
  • Team Leadership
  • Employee Coaching
  • Quality Management
  • Performance Appraisals
  • Information Tracking
  • Customer Complaint Resolution
  • Staff education and training

Certification

  • Licensed P & C Insurance Claims Adjuster in 51 DIC's

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Laura Martin