Martrell Sims
Customer Service Rep
Jacksonville,FL
Summary
Proficient Customer Service Representative with superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Agent
AT&T Mobility Call Center
Jacksonville, FL
01.2018 - 03.2021
- Assisted with telephone and face-to-face customer interactions that utilize various tools and systems (telephone, e-email, e-care, correspondence, teletypewriter and online chats.
- Proactively evolve to meet customers’ needs and competitive demands.
- Gained in-depth knowledge of AT&T’s products and services and the ability to provide effective resolutions.
- Used tools and technology to enable first call resolution. Developed experience with a broad range of customer service call types like: advanced technical support, collections, retention, sales channel coordination and billing and adjustments.
- Engaged third party vendors and suppliers as needed to address service faults and provide customer resolution.
- Was tasked with identifying, tracking and rendering issues to assist in various root cause eliminations.
- In addition to these duties, was required to: Handle wireless local number portability (WLNP), relocations, combined bill support, after hours inquiries and pre-paid service.
- Used troubleshooting and resolved customer impacting issues such as but not limited to: voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning and billing.
- Assisted customers with products and services such as but not limited to laptop connect services including air cards, USB devices, initial set-up, configuration of AT&T provided software & applications.
- Proactively engaged T3 support (network and IT) to address & resolve issues. Remain proficient in all billing, rate plan and feature matters.
Delivery Driver
HD Solutions
Jacksonville, FL
02.2016 - 06.2018
- Completed on-time deliveries by choosing best and most efficient routes.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Adhered to safe lifting techniques to avoid injuries.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Loaded truck and properly secured items to prevent damage for deliveries.
- Followed corporate procedures to maintain company and customer data confidentiality.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
- Performed walk around on delivery vehicle before beginning shift to verify correct and safe operating order.
- Read maps, followed oral and written instructions and used GPS technology to make deliveries.
- Delivered packages to customer doorsteps and business offices.
- Fostered positive working relationships with regular customers.
- Disposed of waste, shipping materials and hazardous items in compliance with company and governmental regulations.
- Assisted warehouse staff with tasks during downtime.
- Communicated customer complaints, requests and feedback to company management for swift resolution.
- Carried heavy trays, packages and boxes from delivery vehicle to areas designated by customers.
- Delivered, set up and installed equipment in customer homes.
- Evaluated products for damage prior to drop-off and documented reasons for returns
Independent Contractor
Daryl Flood Relocation & Logistics
Jacksonville, FL
09.2014 - 01.2016
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Collaborated closely with clients to better understand entire project scope.
- Introduced new methods, practices and systems to reduce turnaround time.
- Consulted with customers to assess needs and propose optimal solutions.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Developed effective improvement plans in alignment with goals and specifications.
- Enhanced production o to exceed goals.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Frequently inspected production area to verify proper equipment operation.
- Gathered, organized and input information into digital database.
- Evaluated staff performance and provided coaching to address inefficiencies.
Process Technician
Octapharma Plasma Center
Orange Park, FL
05.2012 - 08.2014
- Complied with safety rules and standards to maximize efficiencies while reducing accidents.
- Collaborated with packaging technicians to determine product changeovers and equipment maintenance needs.
- Operated all packing and labeling equipment.
- Attended training seminars and met with vendors to understand new equipment and train other employees.
- Prevented equipment fires and alerted plant personnel regarding hazards.
- Communicated with packing technicians on product changeovers and equipment maintenance needs.
- Checked incoming shipments for adherence to industry quality specifications.
- Discussed product changeovers and equipment maintenance needs with packing technicians.
- Monitored all objectives and communicated with various teams regarding performance.
- Performed preventive maintenance on equipment during scheduled downtime.
- Performed electrical and mechanical troubleshooting on equipment.
- Partnered with scheduling department to design and implement changes to production schedule to allow for greater product processing.
- Performed maintenance on machinery and escalated major malfunctions to supervisor for immediate assistance.
- Drafted compliance documents, operational reports and safety information and submitted to supervisor.
Education
High School Diploma -
Orange Park High School
Orange Park, FL 08.2009 - 02.2013
Skills
- Outstanding communication skills
Timeline
Customer Service Agent
AT&T Mobility Call Center
01.2018 - 03.2021
Delivery Driver
HD Solutions
02.2016 - 06.2018
Independent Contractor
Daryl Flood Relocation & Logistics
09.2014 - 01.2016
Process Technician
Octapharma Plasma Center
05.2012 - 08.2014
High School Diploma -
Orange Park High School
08.2009 - 02.2013
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