Martin Dunn
Port Saint Lucie
Summary
I want to continue to provide excellent customer service and expand my knowledge and Skills provided Through Hard Work, Empathy and most importantly Daily Goals i set for myself no matter what department or position I'm offered. Every Opportunity is another opportunity to be Great.
Overview
9
9
years of professional experience
Work History
Onboarding Specialist
HouseCall Pro
06.2023 - Current
- Own customer relationships during initial onboarding phase for new key accounts (i.e. account activation and transition, adoption and product utilization, relationship building, delivery of product and service value)
- Handle long-term support requests for training and coaching for all key accounts (post onboarding)
- Effectively communicate client information, trends, and feedback across teams (sales, marketing, engineering, and tech support)
- Develop, prepare, and nurture our Pros for advocacy
- Identify opportunities for expansion, recommend areas for improvement, and proactively look for ways to better our Pros experience
- Organize details, timelines, and action to drive efficiency
- Improve our Pros opportunities by leveraging qualitative and quantitative analysis
- Troubleshoot technical issues, have deep product knowledge, and think outside the box for solutions
Consumer Credit Center Rep
Service Finance Company
08.2021 - 05.2023
- 1. Provide a high level of customer service to clients and teammates
- 2. Execute on the established call scripts documented in training, policies, procedures and guidelines.
- 3. Achieve performance expectations for calls and administrative duties on a daily basis, a minimum calls per day, not ready ratio, call handle time, ring on no answer rate.
- 4. Achieve acceptable call monitoring scores in each call category.
- 5. Identify and determine eligibility for Service member Civil Relief Act (SCRA) in compliance with all regulatory guidelines, routing to the appropriate queue for tracking, reporting and application of benefits.
- 6. Assess client needs to efficiently and accurately resolve questions or concerns.
- 7. Utilize available negotiation tools to create a win-win solution on delinquent accounts.
- 8. Accurately process payments, transactions, and account adjustment forms.
- 9. Disclose all relevant account information to clients accurately, professionally, and in a positive manner.
- 10. Identify and address maintenance of title and insurance issues with the client and appropriate department when applicable.
- 11. Document all communication efforts in the system of record for each assigned account in accordance with established policies, procedures, and guidelines, which may include relevant system codes.
- 12. Communicate regularly with the Customer Support Supervisor and Customer Support Team Leader pertaining to any potential losses and accounts that require special handling.
- 13. Complete all required Computer Based Training (CBT) courses accurately and timely.
- 14. Perform other duties as assigned
Fraud Prevention Specialist (Work From Home Contracted)
ASM RESEARCH
06.2021 - 08.2021
- Provide Claimants and update on the status of they're claims on Behalf of Maryland's Unemployment Division
- Create Notes using 2 different types of ticketing Systems allowing notes to be seen by entire team
- Complete Monthly - Daily Required Training's per company requirement.
- Work with Back Office Team to help Detect Fraudulent Signatures on both Social Security Cards and Drivers License.
Fraud Account Specialist/Clover Tech Support
Fiserv
07.2020 - 06.2021
- Verify customer Transactions to determine if any fraudulent activity has occurred.
- Close/request new debit cards depending on different Credit union's Guidelines
- Provide Decline Overrides for customers after determining no fraud allowing transaction to go through.
- Provide Travel exemptions for customers after determining no fraud due to customer using card outside of the U.S
- Promoted to Clover Tech Support to Help provide assistance for self-employed workers along with bigger named restaurants with there ordering system.
- Provide Replacement devices based on clover Device warranty guidelines.
- Troubleshoot Internal Printer found in different clover devices
Customer Service Rep
Sage Outsource Solutions
02.2017 - 01.2020
- Answer all customer questions Regarding The GOTO/GRASSHOPER Systems
- Trouble Shoot Printer Software built into the GOTO system.
- Use Remote Technology to fully assist customers that are not computer literate.
- Detecting firewalls that could be blocking connection with the GOTO Product.
- Change builds for GOTO MEETING product for a better chance for product to work with Operating System on Customers Computer.
- Assist Self-Employed customers with Grasshopper call Forwarding system for there business.
- Provide Sales assistance to help customers decide which plan works for there business needs.
- Create Tickets for Escalations concerning customer issues that can not be resolved in the same day.
- Assist customers requesting to speak with Supervisor.
Fraud Account Supervisor
Sitel/Capital One
06.2016 - 02.2017
- Provide Excellent customer service with all types of Credit Card fraud concerns
- Provide assistance with any agent concerns regarding multiple different systems.
- Replace cards that have been lost or stolen
- Answer any customer questions or concerns pertaining to any Suspicious Activity that has taken place on "Credit Card" accounts
- Multitask with Multiple Different different systems
Education
HighSchool Diploma -
SunEd HighSchool
Oakland Park06.2014
Skills
- Problem Solving
- Decision Making
- Leadership and Teamwork
- Leadership Skills
- Microsoft Excel
- Critical thinking and problem solving
- Microsoft Office Word
- Microsoft PowerPoint
- Customer Service
- Fast Learner
- Ability to Multitask
- Computer Skills
- Communication Skills
- Ability to Work in a Team
- Microsoft Office
- Attention to Detail
- Mac OS
- IOS
- WINDOWS
- SALES FORCE CRM
- ZENDESK
- Hardware Troubleshooting
- Computer Troubleshooting
- Remote access
- Network Firewalls
- Call Center
- Microsoft Windows Servers
Websites
Timeline
Onboarding Specialist
HouseCall Pro
06.2023 - Current
Consumer Credit Center Rep
Service Finance Company
08.2021 - 05.2023
Fraud Prevention Specialist (Work From Home Contracted)
ASM RESEARCH
06.2021 - 08.2021
Fraud Account Specialist/Clover Tech Support
Fiserv
07.2020 - 06.2021
Customer Service Rep
Sage Outsource Solutions
02.2017 - 01.2020
Fraud Account Supervisor
Sitel/Capital One
06.2016 - 02.2017
HighSchool Diploma -
SunEd HighSchool