Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
References
Timeline
Generic

Norrene Martin

St. Petersburg,FL

Summary

Dynamic Processing Specialist with a proven track record at Progressive Auto Insurance, excelling in document processing and regulatory compliance. Adept at training staff and enhancing efficiency through process improvement. Recognized for exceptional attention to detail and effective communication, consistently delivering high-quality customer service and resolving issues promptly.

Overview

30
30
years of professional experience

Work History

Processing Specialist

Progressive Auto Insurance
Riverview, FL
02.2024 - Current
  • Processed incoming documents, ensuring accuracy and compliance with company standards.
  • Utilized software tools for efficient data entry and inventory management.
  • Assisted in training new staff on best practices for document processing.
  • Communicated with departments to promptly resolve processing issues.
  • Monitored system performance, reporting technical issues to IT support.
  • Maintained confidentiality of sensitive customer information consistently.
  • Implemented procedures to streamline processes and enhance efficiency.
  • Reviewed documents for accuracy, completeness, and regulatory compliance.

Customer Service Representative

Progressive Auto Insurance
Riverview, FL
04.2018 - 02.2024
  • Resolved customer complaints promptly, ensuring high satisfaction standards were met.
  • Engaged customers to identify needs, provide solutions, and answer inquiries regarding products.
  • Documented interactions accurately in database for future reference and analysis.
  • Collaborated with team members to implement best practices in service delivery.
  • Developed strong customer relationships through personalized assistance and support.
  • Maintained detailed records of transactions and comments for improved service.
  • Adjusted billing issues and processed refunds to resolve service complaints.
  • Strengthened customer retention by offering tailored discount options.

Customer Service Representative

Duke Energy
Clearwater, FL
12.2015 - 12.2016
  • Assisted customers with inquiries regarding energy services and billing issues.
  • Resolved complaints efficiently while maintaining customer satisfaction standards.
  • Educated customers on energy conservation programs and available options.
  • Documented customer interactions accurately in the database for future reference.
  • Handled escalated issues by coordinating with relevant departments for resolution.
  • Provided feedback on service processes to improve overall customer experience.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Developed positive relationships with customers through friendly interactions.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Identified opportunities for upselling additional products or services based on customer needs.

Department Manager

Walmart
St. Petersburg, FL
07.2009 - 11.2015
  • Managed daily operations to ensure efficient workflow and productivity.
  • Supervised staff development through coaching and guidance.
  • Implemented inventory management practices to maintain optimal stock levels.
  • Trained new employees on operational procedures and company policies.
  • Coordinated scheduling to align workforce with customer demand.
  • Enforced safety standards to create a secure work environment.
  • Resolved customer complaints swiftly to uphold client relationships.
  • Monitored sales figures to identify trends in customer buying behavior.

Sales Associate

Walmart
St. Petersburg, FL
12.2006 - 07.2009
  • Assisted customers in product selection and addressed inquiries to enhance satisfaction.
  • Managed inventory levels, ensuring timely restocks for optimal shelf presentation.
  • Operated point-of-sale systems, ensuring precise transaction processing at all times.
  • Answered incoming calls to relay information regarding store offerings and services.
  • Collaborated with sales team members to achieve collective performance targets.
  • Provided detailed information about products, pricing, and available services.
  • Restocked shelves as needed, maintaining adequate inventory levels at all times.
  • Cultivated relationships with peers and management to promote team success.

Shift Manager

Long John Silvers A&W
Saint Petersburg, FL
04.1999 - 12.2006
  • Supervised daily operations to ensure compliance with health and safety standards.
  • Trained and mentored new team members on service protocols and operational practices.
  • Managed inventory levels and coordinated supply orders to maintain stock availability.
  • Scheduled staff shifts to optimize coverage during peak hours.
  • Resolved customer complaints promptly to enhance dining experience.
  • Maintained cleanliness and organization of kitchen and dining areas for safety compliance.
  • Monitored store operations to ensure adherence to company policies and procedures.
  • Coached employees on customer interactions to drive exceptional service.

Sales Associate

Kmart, Sears Holding
St.petersburg , FL
05.1995 - 04.1999
  • Facilitated efficient product selection and addressed customer inquiries promptly.
  • Managed inventory levels, ensuring regular shelf restocking.
  • Developed visually appealing product displays to attract customers.
  • Collaborated with team members to optimize store operations.
  • Resolved customer complaints and addressed issues professionally.
  • Maintained cleanliness and organization of sales floor areas.
  • Guided customers in locating specific products and provided product advice.
  • Enhanced customer experience through timely assistance with product-related inquiries.

Education

High School Diploma -

NorthEast Highschool
Pinellas Park, FL
06-1994

Skills

  • Document processing and regulatory compliance
  • Inventory management
  • Employee training and development
  • Customer service and support
  • Attention to detail
  • Process improvement and problem solving
  • Effective communication skills
  • Team collaboration
  • Time management and prioritization
  • Confidentiality maintenance and error identification

Accomplishments

Made employee of th e month several times also receive rising star and also top performer

Affiliations

Great at organizing and multi tasking, great listener

References

References available upon request.

Timeline

Processing Specialist

Progressive Auto Insurance
02.2024 - Current

Customer Service Representative

Progressive Auto Insurance
04.2018 - 02.2024

Customer Service Representative

Duke Energy
12.2015 - 12.2016

Department Manager

Walmart
07.2009 - 11.2015

Sales Associate

Walmart
12.2006 - 07.2009

Shift Manager

Long John Silvers A&W
04.1999 - 12.2006

Sales Associate

Kmart, Sears Holding
05.1995 - 04.1999

High School Diploma -

NorthEast Highschool

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