Myesha Martin
Trussville,AL
Summary
Resourceful Teleservice Representative known for productivity and efficient task completion. Specialize in customer relationship management, conflict resolution, and effective communication skills. Excel in empathy, patience, and active listening to ensure customer satisfaction and loyalty. Strive for continuous improvement in service delivery by leveraging problem-solving abilities and adaptability in fast-paced environments.
Overview
15
15
years of professional experience
Work History
Teleservice Representative
Social Security Adminstration
Birmingham, AL
02.2010 - Current
- Provided customer service and technical support to customers over the phone.
- Documented customer inquiries and resolutions in a CRM system.
- Responded promptly to customer inquiries, complaints, and requests for assistance.
- Conducted follow-up calls with customers to ensure satisfactory resolution of their issues.
- Identified customer needs through active listening techniques.
- Researched product features and benefits to provide accurate information to customers.
- Upsold additional products or services when appropriate.
- Offered alternative solutions where necessary to resolve customer queries quickly and efficiently.
- Utilized proactive problem solving skills to troubleshoot customer issues remotely.
- Maintained up-to-date knowledge of company's product lines, services, policies, procedures.
- Assisted in training new Teleservice Representatives on the job functions required for this role.
- Monitored incoming emails and responded within established time frames.
- Developed positive relationships with customers through courteous and professional communication.
- Cross-referenced multiple systems during calls as needed.
- Accepted inbound calls and reached out to connect with customers in need of service and support.
- Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
- Collected and documented caller information, topics discussed and resolutions.
- Offered information about company policies and procedures related to customer needs.
- Handled inbound telephone calls from interested customers.
- Maintained and recorded customer information in database.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
- Provided timely, courteous, and knowledgeable responses to information requests.
Education
Master of Arts - Healthcare Administration
University of Phoenix
Tempe, AZ10-2013
Bachelor of Science - Biology
Miles College
Fairfield, AL05-2010
High School Diploma -
A. H. Parker High School
Birmingham, AL05-2001
Skills
- Script adherence
- Call handling
- Performance-driven
- Skilled negotiator
- Prospect relationship building
- Script use
- Outbound and inbound calls
- Documentation
- Technical skills
- Staff education and training
- Inbound and outbound calls
- Scripted call control
- Verbal and written communication
Affiliations
- Alpha Kappa Alpha Sorority, Inc.
Timeline
Teleservice Representative
Social Security Adminstration
02.2010 - Current
Master of Arts - Healthcare Administration
University of Phoenix
Bachelor of Science - Biology
Miles College
High School Diploma -
A. H. Parker High School
Similar Profiles
RaShonda JohnsonRaShonda Johnson
Claims Representative at Social Security AdminstrationClaims Representative at Social Security Adminstration
Ariyel FielderAriyel Fielder
Benefit Authorizer at Social Security AdminstrationBenefit Authorizer at Social Security Adminstration
Rodney House Jr.Rodney House Jr.
Legal Administrative Specialist (Trainee) at Social Security AdminstrationLegal Administrative Specialist (Trainee) at Social Security Adminstration