Summary
Overview
Work History
Education
Skills
Activities
Accomplishments
Certification
Timeline
Generic

Martene Herndon

Glendale,AZ

Summary

As a customer service representative I’ve had over 2 years of experience working in management, tech support, and sales. I am familiar with conflict resolution, and posses a positive attitude and a drive to be a top performer. My goal in every situation is to be a valuable resource while servicing needs, concerns and fulfill my role as an assets to the company.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Consumer Cellular
03.2022 - 11.2024
  • 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.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Participated in training programs to enhance product knowledge and customer service skills.

Warehouse Worker

Amazon
01.2022 - 03.2022
  • Loaded, unloaded, and moved material to and from storage and production areas.
  • Consistently lifted materials weighing as much as Number pounds.
  • Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
  • Reduced order processing times with streamlined picking, packing, and shipping procedures.
  • Ensured accurate order fulfillment by diligently cross-checking pick lists against packed items for consistency.

Sales, Trainer

Conversion Kings LLC
01.2019 - 12.2021
  • To inform each customer of resources to put them in a better financial situation through a pre- qualifying process that provides each mortgage lender or consultant with a qualifiable customer who is potentially a good investment
  • Assessed training program effectiveness on regular basis and improved upon deficient areas.
  • Managed recruitment, training and development for highly effective sales team.
  • Developed and led group training courses to align with corporate sales and service goals.
  • Revamped outdated course materials to reflect current best practices in sales methodologies and processes.
  • Streamlined onboarding process for new hires, ensuring proper training in product knowledge, sales techniques, and company policies.
  • Improved overall team performance by conducting regular assessments and providing constructive feedback on individual progress.
  • Conducted comprehensive evaluations of individual performance metrics to identify areas requiring additional support or intervention from management teams.

Quality Control Technician

White Water Bottling Company
01.2018 - 12.2018
  • Responsible for testing and inspecting the output and intake of all material and product
  • Logging physical and computerized data of patterns, operations, and activities from all systems of water production
  • Provide managers with different solutions on how to improve quality of the specific department
  • Collaborated with production teams to address and resolve quality concerns, improving overall product reliability.
  • Inspected raw materials and finished products to verify quality and disposed items that did not meet safety requirements.
  • Evaluated samples against standards by completing measurements, visual inspections, and other established tests.
  • Enhanced product quality by conducting comprehensive inspections and identifying defects in a timely manner.
  • Maintained accurate records of all quality control activities, ensuring easy retrieval for audits or management inquiries.
  • Assisted management in maintaining ISO certification through diligent documentation and adherence to established protocols.
  • Conducted regular internal audits to assess compliance with company policies and regulatory requirements, driving continuous improvement efforts.

Key Holder Supervisor

Dollar General Store
01.2018 - 09.2018
  • Handled escalated customer issues calmly and professionally while working towards mutually beneficial resolutions in alignment with company values.
  • Managed daily store operations, including opening and closing procedures, cash handling, and staff scheduling.
  • Trained new employees on company policies, procedures, and best practices to ensure consistent performance across the team.

Participant

Celerion
06.2017 - 04.2018
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.

Medical Technician

Vision Senior of Mesa Assisted Living
08.2016 - 12.2016
  • Handled sensitive patient information with confidentiality while upholding HIPAA regulations at all times.
  • Measured patient vital signs such as blood pressure, pulse rate, and temperature to record information on patients' charts.
  • Assisted physicians and nurses in performing diagnostic tests and procedures to identify accurate treatment for patients.
  • Performed patient service duties by communicating directly with patients, answering questions, and assisting with concerns.
  • Administered medications and performed basic and advanced patient assessments.
  • Updated patient records accurately and efficiently, ensuring proper documentation and communication between healthcare professionals.

Rehabilitation Therapist

Arion Care Soultions
01.2015 - 11.2016
  • Educated patients on proper body mechanics, postural awareness, and various coping strategies to manage chronic pain effectively.
  • Expanded professional knowledge base through regular participation in continuing education courses relevant to rehabilitation therapy practice.
  • Facilitated successful discharges from rehabilitation facilities by preparing detailed home exercise programs and providing thorough instructions for continued care at home.
  • Enhanced patient mobility through the utilization of targeted therapeutic exercises and interventions.
  • Increased patient satisfaction through attentive listening and addressing individual concerns and goals throughout the rehabilitation process.
  • Maintained accurate documentation of patient assessments, treatments, and progress reports in compliance with regulatory requirements.
  • Maintained detailed case notes and documentation, ensuring effective tracking of progress and continuity of care across providers.
  • Improved patient outcomes by implementing evidence-based therapeutic techniques and interventions.

Education

Some college - Early Childhood Education, Business

Wake Technical Community College
Raleigh, NC
10.2004

High School Diploma - Childhood Education And Business

Raleigh Christian Academy
Raleigh, NC
08.2003

Skills

  • Persuasive Speaking
  • Self-Control
  • Taking Responsibility
  • Clear Communication
  • Positive Language
  • Customer service
  • Data entry
  • Call center experience
  • Computer proficiency
  • Payment processing
  • Microsoft outlook
  • Call management
  • Product knowledge
  • Team development
  • Microsoft PowerPoint
  • Technical support
  • Quality control
  • Assertiveness

Activities

Overall I enjoy working and helping customers and co-workers overcome obstacles through a combination of personality and training experience. I enjoy handling the most difficult situations and giving customers an experience that they thought wouldn’t result positively by resolving product and service problems.

Accomplishments

Highest paid commission team member, MVP, V.O.C All-Star

  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Supervised team of 15 staff members.

Certification

Article 9, Caregiver

Timeline

Customer Service Representative

Consumer Cellular
03.2022 - 11.2024

Warehouse Worker

Amazon
01.2022 - 03.2022

Sales, Trainer

Conversion Kings LLC
01.2019 - 12.2021

Quality Control Technician

White Water Bottling Company
01.2018 - 12.2018

Key Holder Supervisor

Dollar General Store
01.2018 - 09.2018

Participant

Celerion
06.2017 - 04.2018

Medical Technician

Vision Senior of Mesa Assisted Living
08.2016 - 12.2016

Rehabilitation Therapist

Arion Care Soultions
01.2015 - 11.2016

Some college - Early Childhood Education, Business

Wake Technical Community College

High School Diploma - Childhood Education And Business

Raleigh Christian Academy

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Martene Herndon