Summary
Overview
Work History
Education
Skills
Timeline
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Terra Martin

Colfax,WI

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the utility industry. 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

13
13
years of professional experience

Work History

Customer Service Representative

Menards
10.2024 - Current
  • Responded to customer requests for products, services, and company information.
  • Sought ways to improve processes and services provided.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Promptly responded to inquiries and requests from prospective customers.
  • Investigated and resolved customer inquiries and complaints quickly.

Employment Specialist

Express Employment Professionals
04.2024 - 09.2024
  • Recognized client employment barriers and devised strategies to resolve.
  • Matched clients to open positions based on skills and work requirements.
  • Maintained records of consumer employment activity such as potential and current employers.
  • Conducted assessments, interviews, and job trials with clients to develop person-centered plans for employment and support.
  • Updated client records to reflect personal information, qualifications and career aspirations.
  • Assessed individuals to identify skills, strengths and interests for job placement.
  • Forged relationships with employers to gain insight into job openings and career opportunities.
  • Pre-screened resumes prior to sending to corporate hiring managers for consideration.

CSR - Business Solutions Center

Xcel Energy
07.2018 - 10.2023
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Excellent communication skills, both verbal and written.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Met customer call guidelines for service levels, handle time and productivity.

Customer Service Representative

Advantek Americas
07.2017 - 02.2018
  • Described product to customers and accurately explained details and care of merchandise.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Provided an elevated customer experience to generate a loyal clientele.
  • Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems.
  • Developed reputation as an efficient service provider with high levels of accuracy.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Served as the main liaison between customers, management and sales team.
  • Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

CSR - Residential

Xcel Energy
10.2011 - 07.2016
  • Responded to customer requests for products, services, and company information.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions. Acted professionally and patiently when addressing negative customer feedback.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Met or exceeded service and quality standards every review period.

Education

GED -

Mckinley
Eau Claire, WI
05-2007

Skills

  • Consultative Sales
  • Paperwork Processing
  • Data Entry
  • Scheduling
  • Complaint resolution
  • Account updating
  • Inbound and Outbound Calling
  • Microsoft Excel
  • Multi-line telephone operations
  • Call escalation
  • Microsoft Office Suite
  • 10-Key
  • Order Processing
  • Tactful and diplomatic
  • Payment Processing
  • Shipping and receiving understanding
  • High-energy attitude
  • Positive and professional
  • Reading Comprehension
  • Office equipment proficiency
  • Microsoft Outlook
  • Call center procedures
  • Typing proficiency
  • Computer Proficiency
  • Multi-Task Management
  • Professional telephone demeanor

Timeline

Customer Service Representative

Menards
10.2024 - Current

Employment Specialist

Express Employment Professionals
04.2024 - 09.2024

CSR - Business Solutions Center

Xcel Energy
07.2018 - 10.2023

Customer Service Representative

Advantek Americas
07.2017 - 02.2018

CSR - Residential

Xcel Energy
10.2011 - 07.2016

GED -

Mckinley

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Terra Martin