Summary
Overview
Work History
Education
Skills
Timeline
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Martha Kester

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Knowledgeable and willing to take on a new challenges.

Overview

12
12
years of professional experience

Work History

Office Manger/Partner

Holley's Lawn And Snow LLC
04.2023 - Current
  • Complete clerical tasks such as filing, copying, and distributing mail.
  • Interact with customers by phone, email, or in-person to complete sales and billing.
  • Manage daily data entry and kept clerical information accurate and up-to-date
  • Create routes and weekly schedules
  • Complete permit applications following city and township guidelines.

Temporary CCSP

DTE Energy
03.2022 - Current
  • Serve as an escalation point for challenging cases, working with Customer Service Representatives, and customer to resolve requests effectively.
  • Collaborate with other departments to resolve customer complaints and drive customer experience.
  • Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Utilize CRM software to manage customer accounts, track interactions, and monitor progress toward resolution goals.

Customer Resolution Specialist II

DTE Energy
03.2020 - 03.2022
  • Analyzing customer accounts to answer billing and product inquiries, analyzing current and historical data from customer accounts, following policies and guidelines for payment processing, working with other departments to resolve customers concerns
  • Utilized company resources efficiently while resolving customer issues, minimizing costs without compromising quality of service.
  • Received recognition from management for consistently exceeding performance targets related to customer satisfaction metrics.
  • Enhanced customer satisfaction by promptly addressing and resolving their concerns.

Customer Service Representative

Morley Companies, Inc.
06.2018 - 03.2020
  • Responding to customer inquires about billing and payment concerns, speaking to customers while using computer programs to understand their needs, providing total customer service by asking questions and listening to customers in order to understand their needs, requests, or problems and empathizing to diffuse angry customers, receiving World Class Call SQM certification for based on customer satisfaction surveys

Customer Service Representative/Floor Support

Excel
10.2015 - 02.2019
  • Assisting customers with billing disputes and inquiries, assisting other customer service representatives with their callers and technical issues
  • Identifying issues with CRM programs finding trends and providing support to Customer Service representatives having complications.

Returns Clerk/ Production

Stemco Kaiser
06.2012 - 08.2014
  • Assembling cv shafts for shipping, processing incoming returns, creating Excel spreadsheets to list incoming returns

Education

Associates Degree in Accounting -

Davenport University

Skills

  • Proficient in Microsoft applications
  • Customer Service
  • Collaboration
  • Management
  • Written and Verbal communication
  • Analytical
  • Time management
  • Strong problem solving

Timeline

Office Manger/Partner

Holley's Lawn And Snow LLC
04.2023 - Current

Temporary CCSP

DTE Energy
03.2022 - Current

Customer Resolution Specialist II

DTE Energy
03.2020 - 03.2022

Customer Service Representative

Morley Companies, Inc.
06.2018 - 03.2020

Customer Service Representative/Floor Support

Excel
10.2015 - 02.2019

Returns Clerk/ Production

Stemco Kaiser
06.2012 - 08.2014

Associates Degree in Accounting -

Davenport University

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Martha Kester