Mellanesheia L. Martin

Customer Operations

**** ****** *******

Oxon Hill, MD 20745

240-***-****-H, 301-***-****-C

ac4n18@r.postjobfree.com

Objective

●Strongly motivated individual looking for a position as a call center representative. Bringing strong communication and customer service skills to exceed the employer's expectations in a highly stimulating and challenging environment. Willing to relocate: Anywhere

EXPERIENCE

Pepco Holdings INC, Forestville MD - Account Specialist

October-2015-November-2017

●High quality of Customer Service.

●Processing of payments.

●Schedule of Outages and follow-up with Meter installment.

●Completing Adherence and Quality for Supervisor request.

●Inbound and Outbound Calls.

●Credit Evaluation for New Service.

●Move in/out for Residents and Commercial Premises.

●Average 70-95 calls a day.

●Pepco Polities.

●Payment Plans and collection calls on inbound/outbound setting

UMUC, Largo MD - Enrollment Account Manager

February-2012- October-2015

Over 65% of enrollment completion for UMUC in a inbound setting.

●Completed of processing of Financial Aid award for incoming students and already enrolled students.

●Posted and accepted payments by credit card for students accounts and collections calls

●Inbound/Outbound calls average 50-100 a day.

●Advising students on their interest in career paths and the process for completion of program.

●Collections call for Financial Aid

American Red Cross, Washington D.C. - Disaster Specialist Agent

2007-2012

●Assisting clients with the relocation of home status and referring the client to new job prospects.

●Outbound calls to different jurisdiction of police and fire department all over the world nationally and internationally.

●Taking an average of 20-50 calls per shift for emergency-related concerns.

●Conducting follow-up for clients and their well being.

EDUCATION

Grantham University - Computer Science

2015-Expected 2018

SKILLS

●PeopleSoft

●SAP

●CRM

●Microsoft

●Avaya

●Active listening compliant processing.

●Technical support Critical Thinking.

●Data Entry Database Management.

●Billing and Disbursement inbound/outbound call center.

●Windows

●Collection calls inbound/outbound setting

●Payment Plans

References Available Upon Request

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