Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Tomicka Martin

Cleveland

Summary

Results-driven Customer Service Manager adept at maintaining high productivity and efficiency in task completion. Specialize in conflict resolution, team leadership, and customer satisfaction strategies. Excel in communication, problem-solving, and adaptability to meet and exceed customer service goals.

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.

Overview

5
5
years of professional experience
2029
2029
years of post-secondary education

Work History

Customer Service Manager

BSM Childcare
Cleveland
01.2021 - Current
  • Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
  • Conducted research and reviewed findings to solve customer issues.
  • Organized client contracts, records, and reports to strengthen traceability.
  • Developed policies and procedures related to customer service operations.
  • Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
  • Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Created and managed budgets for travel, training, and team-building activities.
  • Proposed or approved modifications to project plans.

Education

Christian Academy
Cleveland, Ohio

CDA - Early Childhood Care And Education

Tri-c Community College
Cleveland, Ohio
09.2019 - 09.2022

Cosmetology - Cosmetology program

Fairview Academy
Fairview , OH
01.2015 - 07.2016

Skills

  • Policy development
  • Customer service operations
  • Quality assurance
  • Budget management
  • Team leadership
  • Employee training
  • Problem solving
  • Effective communication
  • Marketing
  • Customer relationship management
  • Excellent time management skills
  • Customer service
  • Expertise in sales
  • Team building and leadership
  • Policy enforcement
  • Team building
  • Administrative support

References

References available upon request.

Timeline

Customer Service Manager

BSM Childcare
01.2021 - Current

CDA - Early Childhood Care And Education

Tri-c Community College
09.2019 - 09.2022

Cosmetology - Cosmetology program

Fairview Academy
01.2015 - 07.2016

Christian Academy
Tomicka Martin