Martina A. Reed
Waco
Summary
To obtain a position to develop and enhance my skills and years of experience in a positive and progressing environment.
Operations professional with track record of maintaining high standards and delivering results in production environments. Proven ability to ensure smooth operations and uphold stringent safety protocols. Known for strong collaboration skills and adaptability to changing demands, with focus on precision and problem-solving.
Overview
21
21
years of professional experience
Work History
Operator/Call Center Customer Service Representative
Walmart Corporate Office
01.2022 - 03.2024
- Resolves customer issues through multiple channels by responding to the tier 3 queries and escalated issues by providing subject matter expertise
- Advising associates on actions to be taken; monitoring junior agents' activities to determine if additional support is needed; researching issues and customer history to provide appropriate resolution
- Managing the inflow of complex contact issues for customers by ensuring investigation of issues and resolution options; recognizing trends in issues and contact types; communicating or escalating issues to contact center management, training and quality team, or appropriate teams; and partnering with key stakeholders as required to resolve issues
- Assisted in training new operators, sharing knowledge of best practices and promoting a culture of teamwork amongst peers.
- Collaborated with team members to ensure seamless coordination of tasks and efficient completion of projects.
Hospitality Worker
Hilton Hotel
01.2022 - Current
- Maintain a constant supply of clean linens for the hotel; Perform all stages of linen processing, including collecting, transporting, sorting, weighing, loading and unloading, ironing, folding, storing and delivering; Maintain cleanliness of laundry machinery and laundry area; Maintain stock levels.
- Greeted guests with friendly and professional acknowledgment to build rapport.
- Handled guest complaints professionally, resolving issues quickly to promote positive experiences.
- Trained new staff on best practices in customer service, resulting in improved overall performance metrics.
Seasonal
Bath and Body Works
03.2021 - 12.2021
- Deliver exceptional in-store shopping experiences.
- Build a highly satisfied and loyal customer base through engagement, uncovering needs, making product recommendations, and gathering customer information to support continued engagement.
- Support product replenishment activities that keep the store full and abundant.
- Assist with floorset execution, window changes, visual presentation and marketing placement as needed.
- Maintain our values, policies and procedure.
Atento
07.2016 - 01.2021
- Handle customer inquiries and complaints.
- Provide information about the products and services.
- Resolve product issues and concerns.
- Document and update customer records based on interactions.
- Develop and maintain a knowledge base of the evolving products and services.
- Other duties as assigned.
- Previous experience in customer service, sales, or other related fields.
- Ability to build rapport with clients.
- Ability to prioritize and multitask.
- Positive and professional demeanor.
- Excellent written and verbal communication skills.
Healthcare Claims Specialist
Sutherlands Global Services/ Veteran's Choice/ Experian
01.2009 - 08.2014
- Providing expertise or general claims support by reviewing, researching, investigating, negotiating, processing and adjusting claims.
- Consistently meeting established productivity, schedule adherence, and quality standards.
- Authorizing the appropriate payment or referring claims to investigators for further review.
- Conducting data entry and re-work; analyzing and identifying trends and providing reports as necessary.
- Calculating other insurance and re-pricing benefits.
- Working claims files to ensure the appropriate eligibility and provider records are matched to the claim.
- Providing excellent customer service and consistently meeting cycle time/productivity goals.
e-Business Customer Service Consultant
The Men’s Wearhouse
02.2008 - 05.2008
- Responds to customer inquiries through written and verbal communication.
- Analyze and follow up on all customer complaints and returns.
- Define, develop, and refine inside sales procedures and processes.
- Promote and effectively sell company products using sales strategy techniques.
Sales Representative
Bargain Network
04.2006 - 01.2008
- Assisted with strategically setting up business plans for site.
- Participated in conference calls.
- Interacted with internal and external clients.
- Viewed reports, along with implementing effective remediation plans.
- Provided customer service to staff, members, and clients while meeting a daily quota.
Administrative Assistant
Cordially Invited Motivations
07.2005 - 02.2006
- Provided administrative staff support services to organizational unit.
- Performed clerical duties such as: word processing, opening and sorting mail, in addition to answering phones and maintaining reports with pertinent data.
- Assisted with budget preparation and control of records and statistics of organization.
- Served as administrative liaison with outside contacts regarding purchasing, facilities, and operations.
- Trained and assisted employees.
Credit Analyst
Aegis Mortgage Company
02.2004 - 12.2005
- Responsible for the set up and submission of accurate and complete loan packages for underwriting in a 24 hour period.
- Responsible for pulling Hansens, AVM, Flood Certifications, AMOS findings.
- Responsible for accessing online order for new in file credit report and submitting file documentations according to submission checklist.
- Applied product knowledge to identify process with delays to assist minimal loan fallout.
- Reviewed submissions to ensure all documentation was filed.
- Forwarded files to underwriting.
Data Entry Clerk
Bay Area Credit
01.2004 - 12.2004
- Responsible for setting up new accounts and reactivation of existing accounts.
- Responsible for invoicing accounts daily.
- Responsible for marketing new accounts via phone systems.
- Responsible for providing services for T-Mobile as a major account rep.
- Responsible for receiving inbound calls and maintaining 3-minute call time resolution, along with averaging 130 calls per day.
Education
High School -
Stanley High School
Concord, CaliforniaHouston Community College - undefined
Houston Community College
Houston, TexasSkills
- Microsoft Office
- Excel
- Outlook
- Internet Explorer
- Alltel Aspect Phone systems
- Adobe Illustrator
- Attention to detail
- Teamwork and collaboration
- Troubleshooting
Timeline
Operator/Call Center Customer Service Representative
Walmart Corporate Office
01.2022 - 03.2024
Hospitality Worker
Hilton Hotel
01.2022 - Current
Seasonal
Bath and Body Works
03.2021 - 12.2021
Atento
07.2016 - 01.2021
Healthcare Claims Specialist
Sutherlands Global Services/ Veteran's Choice/ Experian
01.2009 - 08.2014
e-Business Customer Service Consultant
The Men’s Wearhouse
02.2008 - 05.2008
Sales Representative
Bargain Network
04.2006 - 01.2008
Administrative Assistant
Cordially Invited Motivations
07.2005 - 02.2006
Credit Analyst
Aegis Mortgage Company
02.2004 - 12.2005
Data Entry Clerk
Bay Area Credit
01.2004 - 12.2004
Houston Community College - undefined
Houston Community College
High School -
Stanley High School
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