Martha McGraw
Duncanville,TX
Summary
Proven achiever in customer service, adept at CRM software and building strong client relationships, I significantly enhanced customer satisfaction and retention for AXS. Leveraging complaint handling and verbal communication skills, I led initiatives that surpassed service standards, contributing to team productivity and operational excellence without exceeding a 55-word limit.
Overview
10
10
years of professional experience
Work History
Chat Support Specialist (Remote-WFH)
AXS
Dallas, TX
06.2022 - 05.2024
- Identified and resolved discrepancies and errors in customer accounts.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Created and maintained detailed database to develop promotional sales.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Responded proactively and positively to rapid change.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Sought ways to improve processes and services provided.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Program Assistant
Unlocking Doors
Dallas, TX
09.2017 - 03.2024
- Assisted with planning and coordinating day-to-day and special program activities.
- Managed both digital and physical filing systems and retrieved documents as required.
- Supported planning and coordination of this non profit rentry to society program and associated activities.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
- Volunteered to help with special projects of varying degrees of complexity.
- Completed daily logs for management review.
- Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
- Proofread and edited documents for accuracy and grammar.
- Managed data and correspondence to secure information across complex landscapes of organizational departments.
- Directed automation of office procedures such as correspondence management, recordkeeping and online communications.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Planned and coordinated logistics and materials for board meetings, committee meetings, and staff events.
- Trained and supervised employees on office policies and procedures.
- Performed wide-ranging administrative, financial and service-related functions.
- Drafted common document templates to reduce time spent creating documents from scratch.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Prepared clearly written and formatted documents and reports.
Customer Service Representative
TRC Staffing Services Inc.
Dallas, TX
10.2015 - 01.2016
- Responded to customer requests for products, services, and company information.
- Identified and resolved discrepancies and errors in customer accounts.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Sought ways to improve processes and services provided.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Created and maintained detailed database to develop promotional sales.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
Customer Service Sales Representative
S4 Communications
Longview, TX
02.2014 - 08.2014
- Achieved or exceeded company-defined sales quotas.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Spoke with existing customers to review current services and expand sales opportunities.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Set and achieved company defined sales goals.
- Contributed to team objectives in fast-paced environment.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Stayed current on company offerings and industry trends.
- Recorded accurate and efficient records in customer database.
- Trained new employees on customer service, money handling and organizing strategies.
- Attended monthly sales meetings and quarterly sales trainings.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Kept detailed records of daily activities through online customer database.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Presented professional image consistent with company's brand values.
Education
Associate of Arts -
Kilgore College
Kilgore, TX05-2008
High School Diploma -
Longview High School
Longview, TX05-1970
Skills
- Complaint handling
- CRM software
- Social media monitoring
- Performance tracking
- Refunds processing
- Promotional support
- Merchandise upselling
- Verbal and written communication
- Task prioritization
- Transaction processing
- Product education
- Staff education and training
- Relationship building
- LiveChat messaging
- Account management
Timeline
Chat Support Specialist (Remote-WFH)
AXS
06.2022 - 05.2024
Program Assistant
Unlocking Doors
09.2017 - 03.2024
Customer Service Representative
TRC Staffing Services Inc.
10.2015 - 01.2016
Customer Service Sales Representative
S4 Communications
02.2014 - 08.2014
Associate of Arts -
Kilgore College
High School Diploma -
Longview High School