Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rayven Martin

Indianapolis,United States

Summary

Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to company development. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

Overview

5
5
years of professional experience

Work History

Customer Service Representative - Team Lead

Inktel Contact Center Solutions
07.2021 - 02.2024

Responsible for overseeing and coordinating activities of the customer service team to ensure the highest level of customer satisfaction

  • Motivate and mentor a team of customer service representatives to achieve departmental goals and objectives
  • Serve as a point of escalation for unresolved customer issues, liaising with internal stakeholders to ensure timely resolution and customer satisfaction
  • Track team performance metrics, such as quality assurance,after call work, and customer satisfaction scores. Develop actions plans to address performance gaps and drive continuous improvement
  • Achieved consistently high-performance ratings from both customers and management through diligent monitoring and coaching efforts.

Customer Service Representative

DialAmerica
10.2020 - 02.2021

Answered inbound calls within a timely manner and assisted customers in any questions/concerns they may have had and problem solve.

  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Shift Lead

Penn Station East Coast Subs
09.2018 - 10.2020

Effectively and efficiently lead a team of 3+ during a shift to provide excellent customer service and fulfill daily store duties.

  • Completed store opening and closing procedures.
  • Trained new employees and delegated daily tasks and responsibilities.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.

Education

No Degree - Psychology

Indiana Purdue University
420 University Blvd, Indianapolis, IN 46202

High School Diploma -

Lawrence North High School
Indianapolis, Indiana
12.2019

Skills

  • Team Monitoring
  • Product and service knowledge
  • Employee Coaching
  • Complaint Resolution
  • Leadership
  • De-Escalation Techniques

Timeline

Customer Service Representative - Team Lead

Inktel Contact Center Solutions
07.2021 - 02.2024

Customer Service Representative

DialAmerica
10.2020 - 02.2021

Shift Lead

Penn Station East Coast Subs
09.2018 - 10.2020

No Degree - Psychology

Indiana Purdue University

High School Diploma -

Lawrence North High School
Rayven Martin