Nicole Martinez
Lansing
Summary
Dynamic Call Center Representative with a proven track record at Maximus, excelling in customer support and problem-solving. Consistently exceeded performance metrics by enhancing customer satisfaction and resolving complex issues. Skilled in data entry and adept at maintaining professionalism under pressure, fostering teamwork, and mentoring new hires to elevate service quality.
Knowledgeable Call Center Representative with solid background in customer service and problem resolution. Proven ability to handle high call volumes efficiently while maintaining friendly demeanor. Demonstrated expertise in effective communication and conflict resolution.
Overview
15
15
years of professional experience
Work History
Call Center Representative
Maximus
04.2001 - 12.2015
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
High School Diploma - Communications
Lansing Eastern High School
Lansing, MI06.1996
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Logging call information
- Training experience
- Providing customer support
- Call logging
- Teamwork and collaboration
- Calm and professional under pressure
- Understanding customer needs
- Following scripts
Additional Information
After leaving Maximus in 2015, I became a Stay at home parent. I am now excited to re-enter the workforce! Based on my previous experience and longevity with my previous employer, I hope you consider me as a candidate. Thank you for this opportunity.
Timeline
Call Center Representative
Maximus
04.2001 - 12.2015
High School Diploma - Communications
Lansing Eastern High School
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