Millicent Martin
Atlanta,GA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
State Road & Tollway Authority
Atlanta, GA
09.2023 - Current
- Greets customers, takes patents, answers questions about peach pass and toll road policies.
- Mentored new employees on procedures and policies to maximize team performance.
- Answered inbound calls, chats and emails to facilitate customer service.
- Collect and input information into daily spreadsheets using Microsoft Excel.
Customer Service Specialist I
Dallas North Tollway
Plano, TX
09.2021 - 08.2023
- Taking inbound calls, Assisting with making payments and paying toll bills
- Troubleshoot Login issues and password resets.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Customer Care Representative
State Farm Mutual Automobile Insurance Company
Richardson, TX
03.2019 - 08.2021
- Take inbound calls on billing questions, proof of insurance, bill pay, general claim questions.
Customer Service Supervisor/Cashier
Walmart
Saint Petersburg, FL
06.2016 - 12.2018
- Greet customers, Supervise the cashiers, keep track of breaks and lunches, open/close the store, price checks, work the customer service desk when needed, keep the lines in order
- Open and close the store.
- Guided employees in handling difficult or complex problems.
- Coordinated with other supervisors, combining group efforts to achieve goals.
Seasonal Part-Time Cashier
Bealls Outlet Stores
St. Petersburg, FL
01.2016 - 06.2016
- Established or identified prices of goods and services and tabulated bills with optical price scanners and cash registers.
- Scanned merchandise using point-of-sale system for accurate purchase totals.
- Maintained work area and kept cash drawer organized.
- Worked closely with front-end staff to assist customers.
- Welcomed customers, offering assistance to help find store items.
- Answered customer questions and provided store information.
Education
High school diploma -
Northwood High School
Skills
- Microsoft Knowledge
- Customer Support
- Technical Support
- Computer skills
- Analysis skills
- Basic Troubleshooting
- Customer Service
- Call Center
- Live Chat
- Spreadsheets
- Inbound and Outbound Calling
- Product Knowledge
- Data Entry
- Conflict Resolution
- 10-Key
- Microsoft Office Suite
- Typing Proficiency
References
References available upon request.
Timeline
Customer Service Representative
State Road & Tollway Authority
09.2023 - Current
Customer Service Specialist I
Dallas North Tollway
09.2021 - 08.2023
Customer Care Representative
State Farm Mutual Automobile Insurance Company
03.2019 - 08.2021
Customer Service Supervisor/Cashier
Walmart
06.2016 - 12.2018
Seasonal Part-Time Cashier
Bealls Outlet Stores
01.2016 - 06.2016
High school diploma -
Northwood High School
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