Martina Alladin
Melbourne,FL
Summary
Graduate of the University of Central Florida with a major in Psychology and a minor in Cognitive Science. Skilled in adapting and thriving in various social situations. Strong team player and self-motivated goal achiever. Embraces values of honesty, timeliness, and responsibility. Seeking an opportunity to contribute meaningfully to organizational success. Eager to work in a growth-oriented and collaborative environment.
Overview
15
15
years of professional experience
Work History
Cusromer Service Rep- FordPass Guide
Percepta
09.2022 - Current
- Built personal relationships with customers to promote positive experiences.
- Improved overall customer satisfaction by promptly addressing concerns and implementing appropriate solutions as needed.
- Managed unexpected challenges with flexibility and creative problem-solving, maintaining seamless experiences for customers.
- Utilized effective communication and problem-solving skills to quickly resolve customer issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Built comprehensive understanding of products to excel as an effective POC.
- Achieved positive customer feedback by addressing needs with attentiveness and empathy.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, and productivity.
Customer Service Representative - Takata
Percepta
06.2018 - 09.2022
- Awarded top performance distinction for exceptional QA metrics in Customer Service Week, October 2019.
- Supported development of new agents to boost client satisfaction.
- Achieved high standards of customer satisfaction in agent role.
- Served as a Subject Matter Expert for two years, providing specialized knowledge and support.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managed disputes compassionately, leading to increased customer retention.
- Resolved complex customer issues, ensuring mutually beneficial outcomes.
- Provided detailed information to address customer needs effectively.
- Strengthened customer relationships using active listening skills, resulting in increased customer retention.
- Documented comprehensive records of customer interactions to secure accurate and timely follow-up.
- Worked alongside team members to create strategies for uniformity in delivering exceptional customer support.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained a high level of energy and professionalism while engaging customers and staff.
Juror
Brevard County Teen Court
01.2010 - 01.2012
- Innovative Teen Court allows peer trials for initial law violations.
- Fulfilled duties of juror without fear or favoritism.
- Gained understanding of the significance of transparency and attentive communication.
- Enhanced ability to motivate and mentor team members toward shared goals.
Education
B.S. - Psychology
University of Central Florida
Orlando, FL12.2017
A.A. - General Education, Creative Writing, Humanities, Sociology, Microcomputer Applications
Eastern Florida State College
Palm Bay, FL12.2014
Skills
- Self-motivation
- Creativity
- Adaptability
- Teamwork
- Emotional Intelligence
- Active Listener
- Critical Thinker
- Written or Verbal Communication
- Quick Learner
- Flexible
- Efficient and Detail-oriented
- Dependability
- Multi-tasking
- Analytical and Problem Solving
- Patience
Hobbies and Interests
- Reading Dystopian/Sci-Fi novels
- Writing poetry
- Tries luck with puzzles to keep the brain young
- Eclectic taste in music
- Binging great shows/movies. Underrated is a plus.
Timeline
Cusromer Service Rep- FordPass Guide
Percepta
09.2022 - Current
Customer Service Representative - Takata
Percepta
06.2018 - 09.2022
Juror
Brevard County Teen Court
01.2010 - 01.2012
B.S. - Psychology
University of Central Florida
A.A. - General Education, Creative Writing, Humanities, Sociology, Microcomputer Applications
Eastern Florida State College
Similar Profiles
MICHELLE MILLERBARNETTMICHELLE MILLERBARNETT
Customer Experience Agent at PerceptaCustomer Experience Agent at Percepta
Alani Fisher BooneAlani Fisher Boone
Case Manager at PerceptaCase Manager at Percepta
Michelle MathisMichelle Mathis
Quality Assurance Analyst at PerceptaQuality Assurance Analyst at Percepta