Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lawanna Martin

Indianapolis,IN

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

9
9
years of professional experience

Work History

Customer Service Representative (Frequent Caller)

Accredo Health Group
Indianapolis, IN
12.2020 - Current
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Maintained detailed records of customer interactions using CRM systems to ensure accuracy.
  • Implemented process improvements that enhanced response times and customer satisfaction ratings.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Customer Service Representative

Family And Social Services Administration
Indianapolis, IN
02.2018 - 12.2020
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Data Entry Clerk

Robert Half
Indianapolis, IN
02.2017 - 01.2018
  • Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
  • Identified and corrected data entry errors to prevent duplication across systems.
  • Reviewed and updated account information in company computer system.

Education

Medical/Dental Administration - Medical Insurance Billing

Professional Careers Institute
Indianapolis, IN
12.1989

High School Diploma - undefined

Broad Ripple High School
Indianapolis, IN
06.1986

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Computer proficiency
  • Conflict resolution
  • Scheduling
  • Customer relationship management (CRM)

Timeline

Customer Service Representative (Frequent Caller)

Accredo Health Group
12.2020 - Current

Customer Service Representative

Family And Social Services Administration
02.2018 - 12.2020

Data Entry Clerk

Robert Half
02.2017 - 01.2018

Medical/Dental Administration - Medical Insurance Billing

Professional Careers Institute

High School Diploma - undefined

Broad Ripple High School

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Lawanna Martin