MICHAL MARTIN
Saginaw,TX
Summary
Personable and dedicated senior customer service representative with expertise in executive level escalations and conflict resolution. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
25
25
years of professional experience
Work History
Senior Executive Analyst
T-Mobile
03.2001 - 11.2023
- Effectively handled customer concerns by providing clear and persuasive verbal/written resolutions in interactions with various stakeholders from Sprint/T-Mobile wireless, Sprint long-distance, and Sprint local customers to public/private agencies.
- Developed strong customer relationships by identifying their needs and providing feedback to key decision-makers, working collaboratively with local retail management to ensure satisfactory customer experience
- Successfully negotiated amicable resolutions for escalations, legal, and regulatory reviews as the first point of contact support.
- Identified and reported business process improvements that contributed to executive or regulatory escalations
- Created and executed impactful mentoring and peer development initiatives leading to remarkable growth and success of team members.
Preferred Corporate Care Specialist
Sprint
01.1999 - 01.2001
- Provided assistance to satisfy and ensure loyalty of business liable end-users, individual liable account holders, and large corporate customer accounts
- Performed data analysis using Excel to identify customer trends and make suggestions for enhancing customer retention
- Ensured smooth coordination and collaboration between account representatives, optimizing corporate account maintenance
- Worked closely with telecom managers to implement cost-saving strategies and achieve financial goals.
- Presented new ideas and discussed potential improvements in telecommunications services to client companies through on-site visits.
Education
Cornerstone -
Tarrant County College
Fort Worth, Texas01.1995
Skills
- ADP- Automatic Data Processing
- Conflict Resolution
- Attention to Detail (HCM)
- Performance Improvement multitasking skills
- Change Management
- WorkDay- Enterprise Management
- Thrive Learning Management System
- Meeting Facilitation
- Slack
- Complaint Handling & Resolution
- Atlas
- Cloud Excel
- Executive Level Customer Service
- Excellent time management
- CSM
- Digitally Advanced Sales Hub
- Salesforce
- Experienced in Microsoft Office
- Dash
- Cornerstone Learning Management
- Leadership
- Procedure Implementation
- Human Capital Management
- Verint Systems scenarios
- Zendesk
- Compass Care
- Critical Thinking System
- Customer Service Management
- Telecommunications
- Sales
- Restaurant experience
- Negotiation
- Account management
- Social media management
- Cash handling
- Mentoring
- LMS
- Kronos
- Administrative experience
Accomplishments
- Exceeded company metrics every month, and received frequent recognition for the quality and volume of work contributed
Affiliations
- Enthusiastic fitness
- Passionate home chef
References
References available upon request.
Timeline
Senior Executive Analyst
T-Mobile
03.2001 - 11.2023
Preferred Corporate Care Specialist
Sprint
01.1999 - 01.2001
Cornerstone -
Tarrant County College