MONICA MARTIN
CEDAR RAPIDS,IA
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at Wellabe, adept in CRM systems and conflict resolution. Leveraged emotional intelligence and innovative problem-solving to exceed customer satisfaction scores by 100%. Skilled in clear communication and efficient in office administration, consistently outperforming performance metrics.
Overview
11
11
years of professional experience
Work History
Customer Services Representative
Wellabe
Des Moines, USA
04.2015 - 10.2024
- Company Overview: fka American Enterprise Group
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Maintained a high level of product knowledge to effectively assist customers with their questions and concerns
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals
- Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty
- Developed strong relationships with key clients through regular communication and personalized support
- Utilized CRM software to accurately document interactions with customers and track issue resolution progress
- Recognized as top performer within the team for consistently achieving high levels of customer satisfaction scores above 100%
- Fka American Enterprise Group
Customer Service Representative
Hewlett Packard Enterprise | HPE
Des Moines, USA
11.2013 - 04.2015
- Identified trends in customer feedback and made recommendations for process improvements to enhance customer experience
- Consistently met or exceeded individual performance metrics such as response time targets, first-call resolution rate, or CSAT scores
- Participated in regular team meetings to discuss challenges, share best practices, and brainstorm ideas for improving the overall quality of service provided
- Proactively reached out to customers who had unresolved issues or expressed dissatisfaction to ensure their concerns were addressed satisfactorily
- Developed strong product knowledge to effectively assist customers with their inquiries and provide accurate information
Education
Associate's degree - Business Administration
LaGuardia CC
Queens, NY05.2004
Skills
- Emotional Intelligence
- Clear Written Communication
- Innovative Problem Solving
- Efficient Typing: 75 WPM Accuracy
- Experienced in CRM Systems
- Effective Verbal Communication
- Proficient in Conflict Resolution Strategies
- Office Administration
- De-escalation techniques
- Customer satisfaction measurement
- Microsoft Office Proficiency
Timeline
Customer Services Representative
Wellabe
04.2015 - 10.2024
Customer Service Representative
Hewlett Packard Enterprise | HPE
11.2013 - 04.2015
Associate's degree - Business Administration
LaGuardia CC
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