Martin Campbell
Durham,North Carolina
Summary
Dedicated Customer Service professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand while providing great customer service.
Overview
23
23
years of professional experience
Work History
Assistant Store Manager
Walgreens Boots Alliance
11.2017 - 02.2023
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
Call Center Team Lead/Supervisor
Humana One
09.2011 - 04.2017
- Responded to team support questions quickly to maintain call center efficiency.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
- Increased customer satisfaction by implementing effective call center strategies and providing timely solutions to customer concerns.
- Recommended products to customers, thoroughly explaining details.
- Enhanced team performance by conducting regular training sessions and motivating agents to achieve their targets.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Developed strong relationships with clients through excellent communication skills and problem-solving abilities, leading to increased trust in our services.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved customer inquiries and complaints quickly.
Call Early Mortgage Loan Specialist Representative
IBM (Seterus)
05.2000 - 09.2005
- Provided exceptional customer service throughout the entire loan process, addressing inquiries promptly and professionally.
- Coordinated seamlessly with real estate agents, attorneys, title companies, and other stakeholders for smooth transactions.
- Conducted detailed property appraisals to determine accurate home values for financing purposes.
- Enhanced client satisfaction by delivering personalized service and consistently meeting deadlines for loan processing and closing.
- Built rapport with clients through active listening skills while providing guidance on suitable loan options tailored to their needs.
- Continuously updated knowledge of regulatory guidelines to ensure company-wide adherence to industry standards.
- Oversaw a portfolio of loans, ensuring timely payments and minimizing delinquencies.
- Checked loan documents for accuracy prior to closing.
- Reviewed loan files and updated to match current standards.
- Enhanced company reputation by providing exceptional customer service and support.
Education
Associate of Applied Science - Medical Assisting
Miller-Motte Technical College
Raleigh, NCHigh School Diploma -
Needham Broughton High School
Raleigh, NC06.1996
Skills
- Problem-Solving
- Customer Service and Engagement
- Retail Operations
- Inventory Control
- Customer Relations
- Store Organization
- Time Management
- Team Building and Leadership
- Store Opening and Closing
- Attention to Detail
- Customer Service Management
- Staff Supervision
- Stock management
- Store operations
- POS systems operations
Timeline
Assistant Store Manager
Walgreens Boots Alliance
11.2017 - 02.2023
Call Center Team Lead/Supervisor
Humana One
09.2011 - 04.2017
Call Early Mortgage Loan Specialist Representative
IBM (Seterus)
05.2000 - 09.2005
Associate of Applied Science - Medical Assisting
Miller-Motte Technical College
High School Diploma -
Needham Broughton High School