Summary
Overview
Work History
Education
Skills
Timeline
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Nekita Martin

Greenwood,SC

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

25
25
years of professional experience

Work History

Fundraiser

InfoCision
Remote, OH
10.2024 - Current
  • Increased donations over 75%
  • Research donors: Find potential donors and research their backgrounds
  • Create a fundraising message: Develop a message that appeals to potential donors
  • Contact donors: Identify and contact potential donor
  • Maintain donor records: Keep track of donor information
  • Build relationships: Develop and maintain relationships with donors
  • Analyze results: Analyze the results of all funding received
  • Managed Inbound and Outbound calls approximately 150 calls and day
  • Secured major donations for various programs through donor cultivation and relationship building.
  • Provided regular progress reports on fundraising goals to board members, staff, and stakeholders.
  • Evaluated and reported on impact of fundraising efforts to measure success and identify areas for improvement.
  • Coordinated volunteer recruitment efforts, ensuring adequate staffing for fundraising activities and events.

Collector

D2 Management
Greenville, SC
11.2023 - 12.2024
  • Managed over 150 calls per day
  • Acting as a middleman between the creditor and the consumer.
  • Try to obtain payment in full, negotiate payment arrangements, agree on a settlement
  • Focus on inbound and outbound calls to collect old debts
  • Collect within the laws of federal trade commission
  • Increased debt collections by 50%
  • Processed over 30 payments a day including payment plans per Credit Card

Operations Manager

Dragonfly Services LLC
Remote, SC
10.2021 - 10.2024
  • Led hiring, onboarding and training of new hires to fulfill business requirements
  • Negotiated contracts with vendors and suppliers to obtain best pricing and terms
  • Trained new employees on proper protocols and customer service standards
  • Assisted in recruiting, hiring and training of team member
  • Go over invoices to issue payroll direct deposit.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Increased profit by streamlining operations.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Compliant with company policies and procedures
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Developed systems and procedures to improve operational quality and team efficiency
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs.

Intake Specialist

HealthPro Heritage
Mauldin, South Carolina
06.2019 - 10.2021
  • Have ability to use sound judgement while interacting with callers specific and accurate information
  • Provide accurate information for verification of bills
  • Increased Data entry by 35%
  • Using Multiple verification and Billing software
  • Established better ways to utilize billing software
  • Knowledge on ICD-9 and ICD-10.
  • Offered compassionate and attentive guidance to patients during crisis situations.
  • Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.

Collections Specialist

Global Lending Services
Mauldin, SC
02.2018 - 06.2019
  • Identify outstanding accounts
  • Monitor accounts daily to identify overdue payments
  • Contact customers by phone or mail to discuss their debts and negotiate payment or payment plans
  • Resolved billing issues by 30%
  • Investigate historical data for debts and bills to resolve billing issues
  • Process payments increased revenue by 25%
  • Maintain accurate customer records and notes
  • Managed approximately 125 outbound and incoming calls per day.
  • Managed several systems simultaneously

Customer Service Representative

Sprowlees Cleaning Service
Greenwood, SC
03.2014 - 01.2018
  • Welcomes visitors by greeting them, in person or on telephone; answering and referring inquiries
  • Directs visitors by maintaining employee and department directories; giving instructions
  • Maintains security by following procedures; monitoring logbook; issuing visitor marketing to make great brand for the company.
  • Managed time efficiently in order to complete all tasks within deadlines
  • Demonstrated respect, friendliness and willingness to help wherever needed
  • Organized and detail-oriented with a strong work ethic
  • Used critical thinking to break down problems, evaluate solutions and make decisions
  • Developed and maintained courteous and effective working relationships
  • Identified issues, analyzed information and provided solutions to problems
  • Increased customer satisfaction by 95%

Customer Service Representative

Aerotek Contract
Abbeville, SC
05.2014 - 11.2014
  • Data entry answering multiple lines approximately 75 per day
  • Sending and Receiving emails approximately 50 per day
  • Provided A1 Customer service to ensure customer satisfaction
  • Route trucks using SAP with costs saving routes to deliver product
  • Developed and maintained courteous and effective working relationships
  • Identified issues, analyzed information and provided solutions to problems
  • Used critical thinking to break down problems, evaluate solutions and make decisions
  • Faxed documents with accuracy and completed 100% per day

Customer Service Representative

Worldwide Solutions and Technology LLC
Remote, FL
12.2010 - 02.2014
  • Managed approximately 200 inbound calls per day
  • Serve as the initial point of contact for customer inquiries and issues, responding professionally and empathetically.
  • Identify and resolve customer concerns, ensuring their satisfaction and exceeding expectations.
  • Develop in-depth product knowledge and provide accurate information to customers.
  • Assist customers with order processing, shipment tracking, and returns or exchanges.
  • Maintain accurate records of customer interactions and inquiries.
  • Provide basic technical support, troubleshoot issues, and escalate complex problems as needed.
  • Collaborate with other departments to resolve customer issues and ensure a positive customer experience.
  • Identify customer inquiry trends and provide feedback for process improvement.
  • Maintain high customer satisfaction by building rapport and establishing strong relationships with customers.
  • Follow communication procedures, guidelines, and policies while maintaining a positive brand image for the company.
  • Maintained accuracy by 100%
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Quality Control Technician

Self-Regional Healthcare
Greenwood, SC
12.2000 - 10.2010
  • Maintained electronic medical records with 100% accuracy
  • Quality check of all Medical records for missing data
  • Exceeded daily goals set by employer
  • Expert knowledge on HIPPA rules
  • Proposed corrective actions to address recurring quality issues.
  • Reduced customer complaints by proactively addressing potential issues before products left the facility.
  • Maintained quality documentation and records for conformance with relevant standards.
  • Collaborated with production staff to improve processes, reduce defects and optimize quality.
  • Helped uncover and fix production problems in order to reduce overall defect rates.
  • Maintained accurate records of all quality control activities, ensuring easy retrieval for audits or management inquiries.
  • Conducted thorough root cause analysis for recurring issues, leading to targeted corrective actions and continuous improvement.
  • Tested and evaluated product precision against specifications to reduce discrepancies.
  • Analyzed data trends to identify areas of concern and recommend proactive solutions, resulting in fewer product returns.
  • Kept up-to-date with industry best practices and emerging technologies to continually improve the effectiveness of quality control measures.
  • Improved communication between departments by acting as a liaison between production and engineering teams on quality matters.
  • Managed non-conforming product evaluations and disposition, minimizing negative impacts on production schedules and customer satisfaction.
  • Improved product reliability with thorough quality assessments and feedback to production team.
  • Maintained meticulous records of quality control efforts, providing reliable audit trail for compliance purposes.

Education

Associate of Science - Health Care Management

Allied Health Institue
Fort Lauderdale, FL
05.2014

Skills

Donation solicitation

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Timeline

Fundraiser

InfoCision
10.2024 - Current

Collector

D2 Management
11.2023 - 12.2024

Operations Manager

Dragonfly Services LLC
10.2021 - 10.2024

Intake Specialist

HealthPro Heritage
06.2019 - 10.2021

Collections Specialist

Global Lending Services
02.2018 - 06.2019

Customer Service Representative

Aerotek Contract
05.2014 - 11.2014

Customer Service Representative

Sprowlees Cleaning Service
03.2014 - 01.2018

Customer Service Representative

Worldwide Solutions and Technology LLC
12.2010 - 02.2014

Quality Control Technician

Self-Regional Healthcare
12.2000 - 10.2010

Associate of Science - Health Care Management

Allied Health Institue

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