Penny Martens
Rockford,IL
Summary
Motivated NIU student seeking a unique intern opportunity at Rockford Peace Center. Currently enrolled in Recovery Support Specialist Certification program during the upcoming 2024 Spring Quarter. The newly acquired skills learned during the internship combined with my personal experiences of trauma and domestic violence will allow me to support others while overcoming traumas and celebrate recovery successes together.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Alorica
Rockford, IL
10.2018 - 11.2021
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
Customer Service Specialist
Servicom
Rockford, IL
03.2017 - 10.2018
- Answered inbound calls, chats and emails to facilitate customer service.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Promoted available products and services to customers during service, account management and order calls.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Education
Bachelor of Science - Recovery Support Specialist
Northern Illinois University
DeKalb, IL05-2024
Associate of Applied Science - Graphic Design
Rasmussen University
Rockford03-2016
Skills
- Strong Understanding of Ethics & Client Confidentiality
- Verbal & Written Communications
- Self-Esteem Building
- Problem Solving
- Leadership & Management
Volunteer Experience:
Rosecrance Living Room Ambassador:
Led women's support groups, assisted with art groups, prepared simple meals and snacks for clients & visitors, maintained a safe and clean environment, role model & mentor.
Edge Community Fellowship:
Co-founding member of Clown Ministry at Edge creates character development, one of a kind costume design and creation, skit development. Story telling, stage performances, and, balloon sculpting are "tools" Happy Heart uses to share faith, hope, and joy to make someone's day a little brighter with a balloon animal and a Happy Hug.
Timeline
Customer Service Representative
Alorica
10.2018 - 11.2021
Customer Service Specialist
Servicom
03.2017 - 10.2018
Bachelor of Science - Recovery Support Specialist
Northern Illinois University
Associate of Applied Science - Graphic Design
Rasmussen University