Nakevia Martin
Alexandria,VA
Summary
Experienced in customer care and team leadership, adept at resolving inquiries and driving improvements in service delivery. Strong collaborator with medical staff and team members to ensure accurate information and seamless operations. Committed to enhancing customer experiences through effective communication and strategic problem-solving.
Overview
14
14
years of professional experience
Work History
Customer Care Representative
Virginia Hospital Center, Gastroenterology Unit
Arlington, VA
06.2023 - Current
- Resolved customer inquiries via phone and email, ensuring timely issue resolution and satisfaction.
- Contributed to team meetings to identify strategies for improving customer satisfaction.
- Coordinated follow-up care and referrals for patients, enhancing continuity of care and support.
- Collaborated with medical staff to maintain accurate patient information records.
CUSTOMER CARE OPERATOR
Kastle system
Falls church, Virginia
07.2019 - Current
- Corrected accounts to effectively resolve customer issues.
- Obtained and examined information to assess complaint validity and identify root causes.
- Analyzed customer information to create detailed product and service reports.
- Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
TEAM LEAD
Macy's
Arlington, Virginia
10.2014 - 02.2018
- Delegated tasks to team members based on project requirements and individual strengths to optimize workflow.
- Communicated work goals and deadlines to employees to align efforts and meet project benchmarks.
- Conducted performance reviews to measure employee growth and skills.
- Notified customers and employees of company promotions and limited-time offers.
RESERVATIONS AGENT
Metro Access
Silver spring, Maryland
08.2012 - 03.2014
- Coordinated transportation and accommodation reservations for clients, ensuring timely arrangements. for transportation and accommodations, ensuring seamless travel experiences for clients.
- Assisted clients in preparing required travel documents and forms, facilitating smooth travel arrangements.
- Answered inquiries on schedules, accommodations, procedures, and policies, enhancing customer understanding and satisfaction.
- Generated and organized customer invoices for accurate billing and record-keeping. and accepted payment.
Education
COMPLETED COURSEWORK TOWARDS CERTIFICATION - CLINICAL MEDICAL ASSISTING
Prospect College
Washington DC10-2018
HIGH SCHOOL DIPLOMA -
Eastern senior high
Washington DC06-2001
Skills
- Patient Follow-Up Coordination
- Customer relationship management
- Problem resolution
- Customer Feedback Analysis
- Operational efficiency
- Incident Escalation
- Time management
- Leadership Communications
- Production Monitoring
VOLUNTEER EXPERIENCE
Department of human services, OFFICE ASSISTANT, Alexandria, Virginia, 2007-11, 2008-08, File and maintain records., Collect, sort, distribute, or prepare mail, messages, or courier deliveries., Schedule appointments and maintain and update appointment calendars., Keep a current record of staff members' whereabouts and availability.
Timeline
Customer Care Representative
Virginia Hospital Center, Gastroenterology Unit
06.2023 - Current
CUSTOMER CARE OPERATOR
Kastle system
07.2019 - Current
TEAM LEAD
Macy's
10.2014 - 02.2018
RESERVATIONS AGENT
Metro Access
08.2012 - 03.2014
COMPLETED COURSEWORK TOWARDS CERTIFICATION - CLINICAL MEDICAL ASSISTING
Prospect College
HIGH SCHOOL DIPLOMA -
Eastern senior high