Celia Martin
Montgomery,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in excellent customer service. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Inbound Call Center Representative
Main Street Renewal, LLC
Austin , TX
08.2019 - 07.2021
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift, 50-60, to offer callers product and service information and resolve maintenance issues.
- Demonstrated strong problem-solving skills during first call with empathy.
- Facilitated communication between customers and other departments to facilitate resolution.
- Developed in-depth understanding of product features and services to offer comprehensive support.
- Documented customer correspondence in CRM to track request, problems and solutions.
Rental Property Specialist
Main Street Renewal, LLC
Austin , TX
05.2014 - 02.2019
- Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local, and federal housing requirements.
- Followed up on delinquent tenants and coordinated collection procedures and collected rental payments on weekly and monthly basis.
- Promptly responded to tenant complaints and concerns via email, phone call and in person for approximately 400 properties.
- Maintained customer service policies and procedures to meet and exceed industry service standards.
- Educated customers about billing, payment processing and support policies and procedures.
- Submitted bimonthly Accounts Receivable reports.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Education
High School Diploma -
Sharyland High School
Mission, TXSkills
- Inbound and Outbound Call Management
- Customer Service Focused
- Conflict Resolution Problem Solver
- Documentation and Reporting
- Payment Collections
- Knowledgebase Software
Timeline
Inbound Call Center Representative
Main Street Renewal, LLC
08.2019 - 07.2021
Rental Property Specialist
Main Street Renewal, LLC
05.2014 - 02.2019
High School Diploma -
Sharyland High School
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