SHAKIRA J. MARTIN
Oklahoma City,OK
Summary
Enthusiastic representative with solid credentials and a proven track record of commitment and strong work ethic. Determined and detail oriented with a reputation for outstanding customer satisfaction and time management skills. Technical skills include expertise in multiple popular window-based programs, multiple phone lines, and proficiency in10 key.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Director for Childcare Facility
Kiras Kare LLC
Edmond, Oklahoma
08.2020 - Current
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
- Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
- Collaborated with senior leadership to set long-term objectives for the company.
- Managed budgeting and financial planning processes for the organization.
- Identified opportunities for improvement in operational performance metrics.
- Conducted regular meetings with department heads to review progress on strategic initiatives.
- Developed policies and procedures to ensure compliance with corporate standards.
- Reviewed internal reports and identified areas of risk or potential cost savings.
- Coordinated resources across departments to maximize productivity levels.
- Created detailed plans outlining timelines, goals, budgets, staffing needs and other requirements for projects.
- Analyzed customer feedback data to identify trends in product performance or customer service issues.
- Established relationships with vendors and suppliers to secure favorable terms for materials or services.
- Provided guidance on legal matters related to contracts or intellectual property rights.
- Monitored market conditions and competitor activities to inform business decisions.
- Prepared presentations for board meetings summarizing key developments within the company.
- Assessed employee performance against established benchmarks or targets.
- Implemented systems for tracking progress on key initiatives or projects.
- Cultivated strong relationships with customers by responding promptly to inquiries or complaints.
- Negotiated agreements with external partners such as contractors or consultants.
- Facilitated collaboration between teams by encouraging open communication channels.
- Partnered with staff to create professional development plans to support personal and business growth.
- Coordinated activities with other departments to expedite work and improve collaboration.
- Negotiated high-value contracts with vendors and partners to optimize resource allocation.
- Managed annual budgeting process, including forecasting and financial planning.
- Developed and executed marketing strategies to increase brand awareness and market share.
- Coordinated with regulatory bodies to ensure compliance with laws and standards.
- Oversaw strategic planning and implementation to ensure organizational goals were met.
- Established performance metrics and evaluated staff to promote continuous improvement.
- Directed operations to improve efficiency and increase profit margins.
- Enhanced customer satisfaction through the development of service improvement initiatives.
Customer Service Representative
OK NATURAL GAS
09.2017 - Current
- Competent in all ingoing and outgoing customer calls
- Proficient in emergency calls, service orders, billing questions, account maintenance, update customer information, and customer retention
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- 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.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Promoted available products and services to customers during service, account management and order calls.
Certified Owner
METICULOUS PLATINUM TOUCH JANITORIAL, LLC
Oklahoma City, OK
06.2013 - Current
- Assist customers with their cleaning concerns
- Clean residential, commercial and construction sites
- Handle all bookkeeping, including payroll and personal documentation for the company
- Managed daily operations of business, including hiring and training staff.
- Developed strategic plans to increase profitability and efficiency.
- Identified new opportunities for growth, expansion, and diversification.
- Created marketing campaigns to attract new customers.
- Negotiated contracts with vendors and suppliers.
- Oversaw budgeting and financial management.
- Analyzed industry trends to develop competitive strategies.
- Maintained relationships with existing clients by providing superior customer service.
- Implemented quality assurance processes to ensure product excellence.
- Researched potential partners in order to expand services offered.
- Collaborated with other owners on joint ventures and shared resources.
- Organized events such as trade shows and conferences.
- Reviewed legal documents related to business operations.
- Ensured compliance with local, state, and federal regulations.
- Developed policies and procedures for the organization.
- Provided direction and guidance to employees.
- Monitored performance of personnel against goals set forth by the company.
- Conducted performance reviews for employees on a regular basis.
- Served as a liaison between the organization and external stakeholders.
Home & Community Based Services (HCS) Individual Placement and Support
COMMUNITYACCESS, INC.
Oklahoma City, OK
11.2016 - 02.2017
- Assist clients and loved ones with developmental disabilities in reaching their highest level of physical, behavioral, intellectual, & vocational functioning
- Assist client with community activities with a focus on interacting with others
- Teach clients how to perform daily chores and/or activities
- Prepare meals and assist with household chores, if needed
- Assist with maintaining hours while providing services
- Organized activities such as games, arts and crafts, music and stories to stimulate learning.
- Adapted teaching methods to accommodate different learning styles.
- Integrated technology into lessons when appropriate to engage learners.
- Planned field trips related to curriculum topics that provided hands-on learning experiences.
- Utilized a variety of teaching materials such as books, songs, videos and manipulatives.
- Incorporated art activities into lessons to promote creativity and self-expression.
- Provided guidance on personal hygiene habits such as brushing teeth, washing hands.
- Encouraged positive self-esteem and mutual respect for others while instilling joy of learning and discovery.
Subrogation Claims Adjuster
CLAIMS MANAGEMENT RESOURCES
Oklahoma City, OK
08.2015 - 09.2016
- Responsible for taking inbound and outbound telephone calls from homeowners, insurance providers and contractors regarding various insurance claims
- Perform skip-tracing to search for damager when no valid information had been provided from vendors
- Negotiate costs with damagers to resolve claims
- Investigated insurance claims, reviewed coverage and liability, prepared reports and recommended payment or denial of claims.
- Researched relevant laws, regulations, legal decisions and precedents to determine appropriate course of action.
- Interpreted policy language to determine coverage for insureds under various lines of business.
- Reviewed medical records, police reports and other documents related to claim investigations.
- Conducted interviews with claimants, witnesses and medical professionals to obtain additional information about the claim.
- Analyzed facts of loss including photographs, diagrams and other evidence to identify potential sources of recovery.
- Negotiated settlements with claimants or their representatives in order to resolve disputes quickly and economically.
- Determined reserves for each claim based on estimated costs of settlement or defense.
- Presented cases at mediations or arbitrations as needed in order to facilitate dispute resolution process.
- Developed relationships with attorneys, experts and vendors in order to ensure prompt service when necessary.
- Maintained accurate documentation of all claim activity within designated system.
Salesperson
TVC PRO-DRIVER, INC.
Oklahoma City, OK
08.2014 - 11.2014
- Responsible for selling pre-legal insurance to commercial truck drivers involved in traffic incidents
- Assist in creating a team with an excellent drive in sales
- Answer any questions or concerns a customer and/or team may have
CSR II
Okie811 (CALL OKIE)
Oklahoma City, OK
09.2006 - 09.2013
- Provide great customer service by taking inbound and outbound calls from customers to help to insure that underground power lines, communications cables, gas lines, water lines, sewer lines, and other utility lines are not severed when digging at a location by use of GIS Maps
- Process customer requests/tickets by email, phone or fax for excavators, homeowners and utility companies
- Performed various clerical duties
Customer Service Representative
OKLAHOMA GAS & ELECTRIC
Oklahoma City, OK
02.2016
- Correspond on a daily basis with OG&E customers by assisting with their electric service account and addressing any concerns they may have
- Start, stop and transfer new electric service accounts for various customers
Education
Basic Studies
Oklahoma State University
Stillwater, OK01.2012
Eufaula High School
Eufaula, OK05-2003
Skills
- Microsoft Word, Word Perfect, Excel,10-key, Adobe Acrobat (pdf), bookkeeping, scheduling maintenance
- Communication, time management, reliable, problem-solving, patience, self-confident, creativity
- Team collaboration
- Relationship building
- Organizational development
- Company guidelines
- Human resources management
Certification
Casualty Adjuster’s License, CPR First Aid
Timeline
Director for Childcare Facility
Kiras Kare LLC
08.2020 - Current
Customer Service Representative
OK NATURAL GAS
09.2017 - Current
Home & Community Based Services (HCS) Individual Placement and Support
COMMUNITYACCESS, INC.
11.2016 - 02.2017
Customer Service Representative
OKLAHOMA GAS & ELECTRIC
02.2016
Subrogation Claims Adjuster
CLAIMS MANAGEMENT RESOURCES
08.2015 - 09.2016
Salesperson
TVC PRO-DRIVER, INC.
08.2014 - 11.2014
Certified Owner
METICULOUS PLATINUM TOUCH JANITORIAL, LLC
06.2013 - Current
CSR II
Okie811 (CALL OKIE)
09.2006 - 09.2013
Basic Studies
Oklahoma State University
Eufaula High School