Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Lucie Martin

Mesa,AZ

Summary

Knowledgeable Client Service Consultant adept at working with clients to promote Cafeteria Health/Dependent Care HRA Plans. Offering 10 years' experience and the desire to contribute to team, customer and business success.

Overview

16
16
years of professional experience

Work History

Client Service Consultant

Healthequity/Wageworks
02.2015 - Current
  • Developed and deepened client relationships to increase loyalty and brand engagement.
  • Trained client service employees on excellent customer service and company systems.
  • Responded to customer concerns with friendly, knowledgeable service and resolved issues quickly to deliver prompt service.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Provided customers with information about company offerings and answered questions about features, costs and delivery

Customer Service Representative

Wageworks Inc.
02.2013 - 02.2015
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Investigated and resolved customer inquiries and complaints quickly

Financial Aid Officer

Affiliated Computer Services
10.2011 - 01.2012
  • Complied with state and federal financial aid guidelines and regulations.
  • Counseled students and parents about financial aid options and program details.
  • Communicated with prospective students to illustrate available financial aid opportunities.
  • Reviewed initial financial aid applications for accuracy and compliance with reporting standards.

Customer Service Supervisor

Affiliated Computer Services
09.2009 - 09.2011
  • Coached 50 employees through day-to-day work and complex problems.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.

Customer Service Specialist

Affiliated Computer Services
09.2007 - 09.2009
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Handled 50 customer inquiries and suggestions courteously and professionally.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

Education

No Degree - Liberal Arts And General Studies

Greenfield Community College
Greenfield, MA

High School Diploma -

Pioneer Valley Regional High School
Northfield, MA
05.1985

Skills

  • Complex Problem-Solving
  • Client Meetings
  • Customer Interaction
  • Customer Support
  • Complaint resolution

Additional Information

Proficient in Excel, Salesforce, Microsoft Word

Timeline

Client Service Consultant

Healthequity/Wageworks
02.2015 - Current

Customer Service Representative

Wageworks Inc.
02.2013 - 02.2015

Financial Aid Officer

Affiliated Computer Services
10.2011 - 01.2012

Customer Service Supervisor

Affiliated Computer Services
09.2009 - 09.2011

Customer Service Specialist

Affiliated Computer Services
09.2007 - 09.2009

No Degree - Liberal Arts And General Studies

Greenfield Community College

High School Diploma -

Pioneer Valley Regional High School

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Lucie Martin