Valerie A. Martin
Lincoln,NE
Summary
Customer service. Client relationship management. Conflict Resolution. Multitasking. Problem solving. Customer demand planning. Training and development. Leadership. Verbal communication skills. Customer Service and Sales. Logistics Coordinator. Multitasking and active listening.
Overview
1
1
Certification
42
42
years of professional experience
Work History
Federal Student Loan Advisor.
North End Teleservices, Inc.
Omaha, NE
02.2021 - 04.2024
- Advised Federal loan borrowers about their loan status and advised them about options available to avoid defaulting.
- Assisted participants make loan repayments.
Bank Cards Fraud Detection & Prevention Specialist
Fiserv, Inc.
Omaha, NE
01.2019 - 05.2023
- Responded to calls from Bank Card owners reporting their lost or damaged bank cards. Responded by canceling the records of the affected bank cards and reissued to the owner new cards.
- Accomplishments: Averted credit cards loss by 60% weekly.
Customer Service Agent, (Inbound)
Lincoln Financial Group
Omaha, NE
02.2015 - 08.2019
- Responded to calls from employees applying for FMLA/short-term disabilities leave and submitted reports to the Case Manager for leave approval or disapproval.
- Accomplishments: Based on my analyses of the employees records, 80% of FMLA applicants were approved.
Inbound Customer Service Agent
SITEL Corporation
Omaha, NE
04.2016 - 06.2018
- Answered calls from customers requesting to make payments, opened new or close accounts.
- Accomplishments: Implemented feedback loop indicating satisfied customers by 17%.
Outreach Coordinator
Creighton University
Omaha, NE
02.2006 - 07.2008
- Recruited 4-year University dropouts and re-enrolled them at the same or other Universities of their choice or Vocational Colleges in the area.
- Accomplishments: Increased retention at Creighton University by 70%.
Customer Service Logistics
Grey Hound Company
Dallas, Texas
08.1982 - 02.1988
- Sold bus tickets to customers traveling by Greyhound when they called 1-800-Greyhound number. Customers claimed their tickets at the nearest bus station or at the bus stop.
- Remotely communicated with drivers at various locations through the country to relay urgent information or pick up a passenger at the station or for various reasons.
Education
B. Sc. - Security Management, Risk Assessment
Bellevue University
Bellevue, NE01-2011
Skills
- Software: MS Office applications (Access, Word, PowerPoint, Excel and Outlook), Word Perfect, Publisher, Windows Series, social media, & the Internet
- Hardware: IBM, Dell, HP, Macintosh, Apple, Gateway, etc
Accomplishments
Conducted work experience education research to improve the program for participants.
Certification
Certificate of Medication Aide.
Languages:
Luo
Native or Bilingual
English
Professional Working
Dutch
Limited Working
Timeline
Federal Student Loan Advisor.
North End Teleservices, Inc.
02.2021 - 04.2024
Bank Cards Fraud Detection & Prevention Specialist
Fiserv, Inc.
01.2019 - 05.2023
Inbound Customer Service Agent
SITEL Corporation
04.2016 - 06.2018
Customer Service Agent, (Inbound)
Lincoln Financial Group
02.2015 - 08.2019
Outreach Coordinator
Creighton University
02.2006 - 07.2008
Customer Service Logistics
Grey Hound Company
08.1982 - 02.1988
B. Sc. - Security Management, Risk Assessment
Bellevue University