Martisha Hurd
Picayune,MS
Summary
Enthusiastic Customer Service Representatives resolving complex customer service inquiries. Passionate about building strong customer relationships, driving, loyalty, and increasing customer engagement.
Overview
9
9
years of professional experience
Work History
Customer Support Agent
ShareOne Inc
02.2022 - Current
- Support ShareOne’s clients with NewSolutions
- Managing communication, internal and for ShareOne’s clients through various channels, gathering information, creating cases, and assisting in case workflow or resolutions
- Report to the Customer Support Manager and work with the traffic agent to facilitate the flow of cases.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Documented support interactions for future reference.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Walked individuals through basic troubleshooting tasks.
- Resolved a numerous amount of technical support inquiries per day.
- Used ticketing systems to manage and process support actions and requests.
- Researched product and issue resolution tactics to address customer concerns.
Loan Servicing Specialist
Regions Mortgage
03.2019 - 03.2022
- Efficiently handled a variety of customer inquiries regarding their home mortgage
- Prioritized quality and efficiency in resolving up to 80 customer issues a day
- Minimized call escalations by gaining our customer’s trust and confidence
- Documents missing, incorrect, or incomplete documents and/or data
- Prepares, edits, distributes, and/or corrects documents/reports
- Researches and resolves loan related issues which may include missing payments, disputed accounts history requests and general loan related questions.
- Proved successful working within tight deadlines and a fast-paced environment.
- Explained very technical financial information to applicants in easy to understand language.
Customer Service Manager
Savilinx
09.2018 - 03.2019
- Responsible for the customer service manager of this fast-paced promotional products manufacturer
- Maintained employee monthly scorecards to ensure all employees were meeting their expectations or if the improvement was needed
- Department is responsible for reviewing all complaints pertaining to invoice disputes, product quality issues and imprint quality issues
- Having overall responsibilities, inclusive of, but not limited to, the direction, guidance, and leadership of the customer service, quotes and RMA department function
Customer Service Representative
General Dynamics
09.2016 - 08.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Account Sales Representative
Cspire, Wicom
04.2014 - 09.2016
- Responsible for consistently delivering differentiated and personalized customer experiences to our wireless customers by executing various customer management techniques, and maintaining a maniacal focus on customer satisfaction
- Responsible for resolving a plethora of customer service inquiries including billing, technical troubleshooting, service change request, etc
- Focus on resolving the customer’s needs during the first interaction to ensure attainment of organizational goals
- Bring a strategic vision of diversified technology company to life.
Education
Associates of Applied Science - Medical Assistant
Antonelli College
Skills
- Microsoft Word
- Microsoft Excel
- Microsoft Office
- Communication
- Conflict Resolution
- Mortgage & Escrow
- Customer Experience
- Team Leadership
- Account Management
- Customer Relations
- Agent Support
- Customer Relationship Management
- Retail Sales Customer Service
- Microsoft PowerPoint
- File Management Software
- Team Support
- Customer Inquiries
- Technical Support
- Computer Proficiency
- Customer Transactions
- Customer Service
- Call Center Operations
- Organizational Skills
- CRM Software
- Critical Thinking
- Research
- Prioritization
Timeline
Customer Support Agent
ShareOne Inc
02.2022 - Current
Loan Servicing Specialist
Regions Mortgage
03.2019 - 03.2022
Customer Service Manager
Savilinx
09.2018 - 03.2019
Customer Service Representative
General Dynamics
09.2016 - 08.2018
Account Sales Representative
Cspire, Wicom
04.2014 - 09.2016
Associates of Applied Science - Medical Assistant
Antonelli College
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