Renachia Martin
Byhalia,USA
Summary
Patient and empathetic Communicator with 7 years of experience in conflict resolution. Driven and exceeded 100% regarding the quality goals for the standard requirements which helps to build long term relationships with customers. Delivers positive experiences through high-quality customer care. Desires a Professional role which will allow me to deliver positive experiences through high quality Customer Service.
Overview
10
10
years of professional experience
Work History
Customer Care Associate
NTT DATA, METLIFE
08.2023 - Current
- Manage a high volume of Policy Owner calls related to their claims, Supplemental Insurance Coverage, and helping to understand their benefits. and all other concerns pertaining coverage and cancellations. Offer a great positive attitude and strive to deliver exceptional and quality assistance on each call, by answering questions and de-escalating the Policy Owner when they are frustrated about the claim. Extend all options they may have in reference to filing, appealing and submitting additional documents while maintaining positive relationships between the Owner and the Organization. Communicates effectively at all levels within the organization. Proficient with data entry skills and Microsoft Office Products. File claims for Health Screening Benefits in the Salesforce Application, determine eligibility by verifying accuracy with the Policy Provisions. Filed Health Screen Benefit Claims, by gathering wellness exam information and entering the screening test type and date of service in Salesforce, Verify the banking information with GIACT System Tool, Assist Agents in the QnA line with the best solution for the Policy Owner and Take escalation calls through the Lead Line to help resolve the Policy Owner concern. Take Whole Life, Metlife Direct, Citi Street, Brighthouse calls to assist Policy Owners with their concern, answer any questions they may have regarding the policy, set task to mail, email, or fax any forms such as Policy Pages, Beneficiary Forms, EFT Forms, Claim Forms, Surrender Forms. Walkthrough Policy Owner through the steps to set up online account, help troubleshoot concerns through the portal, Assist in locating claim forms and Policy Pages through the portal. Being a Positive Voice to help the Policy Owner and end each call with a smile.
Quality & Training Specialist Virtual
ASI, GE APPLIANCES
07.2021 - 04.2023
- Being a key asset to training, I am responsible for assisting with new hires in specific areas of each business. Mentoring the agents by, providing guidance, motivation, emotional support, and empathy while advocating for their needs for success. I prepare training material, design and implement training applications and assist with company equipment used throughout the duration of their career with ASI. Convey complex information by bridging the gap in small breakout rooms or one on ones in a way they can understand with enthusiasm. Evaluate the skills and activities of the new hires by observing the quality of their performance by grading worksheets and giving feedback when applicable, as well as monitoring their participation and attendance on a day to day basis. Answer questions or concerns an agent may have with a positive attitude through Microsoft Teams and/or taking phone calls. Mentor by sharing information about my own career path, building trust, encourage growth by motivating them to focus on their goals. Create and implement fun games into their everyday learning. Coordinate material and schedule meetings via Teams for daily training sessions. Assist by locating great Consumer Relations calls from Calabrio, record and upload them through Microsoft Stream, to conduct this session during class. Assist by drafting emails in Outlook of pertinent information at the request of the Trainer. Assist the Trainer by calculating the new hires daily time in an Excel spreadsheet for their approval. At the Trainers request, add necessary data into the Microsoft ONENote application. Create and implement content into DevelopU application. Proficient with Calabrio, adding/modifying content into SharePoint. Capable of supporting a class of up to 25 agents.
Product Support Specialists(PSS) Virtual
ASI, GE APPLIANCES
01.2021 - 07.2021
- Utilize multiple programs to assist all consumers with the best solutions for their appliances. Continuously expand knowledge of product line through GE Appliance website. Answer all questions by troubleshooting all appliances to address concerns the consumer may have. Demonstrate product functionally accurately and completely. Extend the Friends and Family Loyalty Program to consumer seeking to upgrade or replace their appliance. Register all GE Appliances in SalesForce Application. Process parts orders for consumers seeking to order parts in EBS Parts Application.
Factory Service Special Project Virtual
ASI, GE APPLIANCES
09.2020 - 01.2021
- Providing world class service scheduling Out of Warranty and In Warranty services for all major GE Appliances. As an agent, I'm responsible for setting up service calls for a certified GE Tech or a local Servicer to service the appliances or find the best solutions for each consumer. Schedule all service calls in SMC application to provide detailed notes for the tech to dissect the consumers concern. Research multiple programs to assist consumers on parts the ordered and assist with tracking the tech for service calls.
Home Delivery Agent Virtual
ASI, GE APPLIANCES
02.2019 - 10.2020
- Provide world class customer service locating, servicing and cancelling Home Delivery orders. As a home delivery agent, I am responsible for processing returns and replacements for consumers and or vendors as well as process work orders for GE consumers. Utilize multiple programs to dissect orders and come up with the most convenient solutions for all callers. Track all calls in SalesForce. Provide an overview of detailed notes for each transaction.
General Manager
Quality Inn
08.2015 - 12.2016
- Managed a wide variety of guest service and administrative tasks to resolve guest issues quickly and efficiently. Ensured superior guest experience by addressing their concerns, demonstrating empathy and resolving problems on the spot. Recipient of multiple positive reviews acknowledging dedication to excellent customer service. Helped drive goals and achieve monthly revenue. Responsible for interviewing potential employees. Handled daily flow of paperwork and record keeping. Learned, referenced and applied product knowledge information. Scheduled weekly inventory pickups and deliveries with vendors. Developed reputation as an efficient hotel provider with high levels of accuracy.
Education
Associate of Arts - Business Fundamentals
University of Phoenix
01.2024
Certificate - Dispatcher
Rhodes Freight
01.2022
Certificate - Hospitality
Choice University Online
01.2016
Biology - undefined
Rust College
01.1998
Skills
- Creative problem solver
- MS Word and Excel proficient
- Conflict Resolution Skills
- Microsoft Teams
- Outlook
- Attention to Details
- Strategic knowledge
- Interpersonal communication skills
- Quick learner
- PowerPoint
- Adobe Suite
Languages
English
Full Professional
Timeline
Customer Care Associate
NTT DATA, METLIFE
08.2023 - Current
Quality & Training Specialist Virtual
ASI, GE APPLIANCES
07.2021 - 04.2023
Product Support Specialists(PSS) Virtual
ASI, GE APPLIANCES
01.2021 - 07.2021
Factory Service Special Project Virtual
ASI, GE APPLIANCES
09.2020 - 01.2021
Home Delivery Agent Virtual
ASI, GE APPLIANCES
02.2019 - 10.2020
General Manager
Quality Inn
08.2015 - 12.2016
Certificate - Dispatcher
Rhodes Freight
Certificate - Hospitality
Choice University Online
Biology - undefined
Rust College
Associate of Arts - Business Fundamentals
University of Phoenix
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