Martesha Cox
Dallas,TX
Summary
Dynamic customer service professional with extensive experience at MSR, excelling in high-pressure environments. Proven ability in data collection and active listening, leading to effective resolution of customer concerns. Recognized for empathetic support and strong teamwork, consistently enhancing customer satisfaction and loyalty through exceptional service delivery.
Overview
4
4
years of professional experience
Work History
Survey Market Interviewer/ Remote Customer Service
MSR
05.2022 - 12.2025
- Managed high call volumes while maintaining service quality and customer satisfaction levels.
- Collaborated with cross-functional teams to address complex issues and improve service processes.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Addressed customer account discrepancies and concerns.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
Education
Bachelor of Science - Industrial Organizational Psychology
University of Phoenix
Tempe, AZ01-2027
Skills
- Data entry
- Interviewing clients
- Telephone etiquette
- Data collection
- Customer service and assistance
- Meeting deadlines
- Online research
- Inbound and outbound calls
- Motivational skills
- Empathy display
- Assertiveness
- Open-mindedness
- Confidence building
- Following direction
- Typing and written communication
- Detail-oriented
- Customer service
- Computer skills
- Team collaboration
- Active listening
- Survey question interpretation
- Team leadership
- Customer engagement
- Phone and email etiquette
- Flexible schedule
- Script reading
- Time management
- Teamwork and collaboration
- Excellent communication
- Effective communication
Timeline
Survey Market Interviewer/ Remote Customer Service
MSR
05.2022 - 12.2025
Bachelor of Science - Industrial Organizational Psychology
University of Phoenix