Martina Jennings
Detroit,MI
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Call Center Representative
Agero Roadside Assistance
01.2023 - 12.2023
- Assisted customers by providing them roadside assistance for their disabled vehicles.
- Provided eta of tow truck for customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Call Center Representative
Peloton
01.2022 - 12.2022
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Assisted customers with purchasing their new Pelotons.
- Helped customers track their deliveries.
- Managed approximately 50 incoming calls and emails per day from customers.
Call Center Representative
TurboTax
02.2019 - 12.2021
- Assisted customers with online TurboTax software by helping them with inserts and completion of their tax returns.
- Helped customers troubleshoot issues with TurboTax software. and make decisions on which TurboTax plan they needed to purchase to complete their tax return.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Managed A volume 100 calls a day.
Call Center Representative
OnStar (General Motors)
02.2013 - 05.2017
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Processed sales, vehicle diagnostics, transferred emergency calls, roadsides, Bluetooth pairing, Wi-Fi setup, provided directions, and hotel bookings.
- Escalated issues with vehicles on the GM recall list by explaining the effects of the recalled item on the vehicle. Experience In High Call Stress Volume,
Outbound phone marketing & Appointment Setting. - Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Education
High School Diploma -
Redford Highschool
Detroit, MI06-2006
Skills
- Data entry
- Customer service
- Enthusiastic developer of good relations with clients
- Fast learner with a wide range of practical skills
- Excellent communication and organizational skills
- Creative problem solver
- Energetic work attitude
Timeline
Call Center Representative
Agero Roadside Assistance
01.2023 - 12.2023
Call Center Representative
Peloton
01.2022 - 12.2022
Call Center Representative
TurboTax
02.2019 - 12.2021
Call Center Representative
OnStar (General Motors)
02.2013 - 05.2017
High School Diploma -
Redford Highschool
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