Mecca Martin
Pinellas Park,FL
Summary
Dynamic customer service professional with a proven track record at Duke Energy, excelling in conflict resolution and employee training. Adept at leveraging data analysis to enhance customer satisfaction and streamline processes. Skilled in social media management, driving engagement through innovative campaigns while fostering collaboration across teams.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Duke Energy
Pinellas Park, FL
08.2021 - 12.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Provided exceptional customer service to ensure customer satisfaction.
- Conducted regular follow-up calls with customers after resolving their issues.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Collaborated with other departments to ensure alignment of goals across teams.
- Established clear expectations for employees, providing guidance when needed.
- Developed strategies for problem solving and conflict resolution among team members.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Developed and implemented strategies for improving customer service experience.
- Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
- Reviewed customer feedback surveys and provided recommendations for improvement.
- Analyzed data related to customer escalations and developed strategies for efficient resolution.
- Utilized various software programs such as Salesforce, Zendesk to track escalations and document resolutions.
- Monitored ongoing escalations for resolution progress.
- Developed and maintained training materials, including job aids, handouts, and presentations.
- Created assessments to evaluate the effectiveness of training programs.
- Designed comprehensive training programs to enhance employee performance.
- Provided technical support during online training events using web conferencing tools.
- Analyzed instructional data to assess course effectiveness and identify opportunities for improvement.
- Implemented performance management systems to track employee progress against established goals.
- Provided ongoing coaching and mentoring services to help learners improve their skillsets.
- Worked closely with vendors in order to secure appropriate resources for upcoming trainings.
- Maintained accurate records of all completed trainings in the organization's Learning Management System.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Assisted in developing training plans for new hires and existing employees.
- Coordinated with subject matter experts in order to develop comprehensive training content.
- Identified areas for improvement within existing training programs and provided recommendations for change.
Customer Service/management
Hott Mess Food Truck
Tampa, FL
03.2012 - 03.2020
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Ensured compliance with company policies when publishing content online.
- Maintained an up-to-date knowledge of emerging technologies related to social media marketing.
- Developed and implemented successful social media campaigns to support company objectives.
- Designed promotional materials using graphic design software applications.
- Participated in brainstorming sessions with other professionals to generate innovative ideas.
- Reviewed analytics data regularly to identify areas of improvement in our campaigns.
- Researched industry trends and competitors' activities to develop new ideas for content creation.
- Created engaging content for multiple social media platforms, such as Twitter, Instagram, Facebook, and LinkedIn.
- Managed the daily operations of all assigned social media accounts.
- Analyzed data to measure the effectiveness of campaigns and adjust strategies accordingly.
- Organized events or webinars related to the company's products or services.
Education
High School Diploma -
Hillsborough Community College
Tampa, FLSkills
- Customer service
- Conflict resolution
- Data analysis
- Employee training
- Software utilization
- Customer relationship management
- Social media management
- Content creation
- Project management
- Collaboration
- Trend analysis
- Time management
- Strategic planning
- Communication skills
- Trend monitoring
- Brand development and awareness
- Digital media
- Progress tracking
- Positive attitude
- Content strategy
- Business development
- Goal planning
- Promotional campaigns
- Twitter, tiktok, pinterest, clubhouse
- Engagement monitoring
- Online marketing strategies
- Facebook, instagram, linkedin
- Blogger relations
- Content coordination
- Lead generation
- Online reputation monitoring
- Marketing automation
- Timeline preparation
- Photo and video editing
- Networking and relationship building
- Social media strategy
- Analytics reporting
- Excellent multitasking
Timeline
Customer Service Representative
Duke Energy
08.2021 - 12.2023
Customer Service/management
Hott Mess Food Truck
03.2012 - 03.2020
High School Diploma -
Hillsborough Community College