Customer service

Megan Martin

Phoenix, AZ-*****

Fully vaccinated

SUMMARY

• An accomplished professional with over 15 years of experience with Customer Service.

• Hands-on experience with Attracting potential customers by answering product and service questions and suggesting information about other products and services.

• Strong experience with processing payments and sending confirmation details to customers.

• Extensive experience with completing loan processes by closing through working within fairly standardized processes and utilizing standard rates as defined by the bank.

• Skilled in customer service, data entry and handling customer over the call Skills

• HIPAA

• Personal assistant experience

• Office experience

• Customer service

• Telemarketing

• Office Management

• Cold Calling

• Event Planning

TECHNICAL EXPERIENCE

Software/Databases: Microsoft

Word, Microsoft Excel, Microsoft PowerPoint

EDUCATION

High school diploma

Glenbrook South High School - Glenview, IL Sep 2000 – Jan 2004 Sabbatical, 2023–present

● Contract- State of New Mexico Consolidated Customer Service Center (CCSC) Project!

I provided unbiased assistance to Medicaid and Health Care Services Providers with questions regarding eligibility, medical claims status, and other program/services questions. I was able to leverage calls with Call center experience, customer service skills, problem solving, and great attention to detail to deliver a high-quality positive customer experience.

● Assists individuals with applying for medical and income benefits.

● Provide status of application, benefits, and eligibility.

● Assists with problem resolution, as needed.

● Responds to phone inquiries in a prompt, courteous and concise manner.

● Documents all encounters in clear and concise online call logs.

● Transfers callers to other Contact Center units as needed.

● Performs other duties as may be assigned by management.

● Assists customers with excellent customer service via incoming phone calls: Eligibility Questions, benefit questions, re-certification questions, case updates, switching insurance coverage, updating addresses, ordering health care cards.

● Quickly transition from one task to another.

● Research information using multiple systems.

● Identify and escalate appropriate issues.

● Meets individual performance standards.

● Attains and maintains strict required attendance and performance metrics.

● Contract- Employed by VIVA USA Inc. on assignment at our client State of Arizona from 3/6/2023 through 3/17/2023. The final position held was Call Center Agent

Gig work with TurboTax intuint as a customer service representative - I helped help Intuit TurboTax's customers with product and tax support while using technical skills. In this role, I provided customer support via phone and/or chat. Customer interactions focus on software navigation and localization of previous tax returns and amendments. PROFESSIONAL EXPERIENCE

Vanguard Participant Services Administrator 01/2021 – 12/2022

• Responds to Participant and Plan Administrator telephone/ call Inquiries by Providing Account and Plan Information from Various Information Systems.

• Provides Fund and Investment Performance Information to Participants and Plan Administrators via call And Written Correspondence.

• Responds To Client Inquiries Pertaining To Certain Legal, Regulatory And Tax-Related Issues Through Verbal And Written Communication.

• Identifies Routine Participant Needs/Problems With Urgency, Professionalism, And Efficiency.

• Determines Alternative Solutions. Resolves The Problem Using Current Workflow Procedures.

• Initiates Mix/Allocation Changes and Exchanges Transactions for Participants. Monitors through Completion for Accuracy.

• Works With The Various Areas Of The Institutional Division To Enhance Overall Quality And Workflow Efficiencies.

• Provides Industry Knowledge To Fund Performance And Retirement Investing. COGNIZANT, REMOTE OCT 2020 – MAY 2021

Customer Service Representative

• Scope of work- Agents will handle inbound calls from Illinois members who have basic questions related to COVID-19. Agents will need to display appropriate call handling skills as well as being able to navigate through multiple systems across 2 screens.

• Calls are mostly script drives.

• Hours: Monday- Sunday 6AM to 6 PM schedules can come in 4 (10) hr. shifts or 5 days with 8 hours each day.

• Setup Phones- Landline is preferred – if no landline agent will need to use their cell phones to field inbound calls. Need Unlimited minutes.

• Agents need to have a secure workspace inside their residence where they can be secluded without having any exterior interruptions.

PAPA JOHN - Phoenix, AZ MARCH 2020 – recently Customer Service Representative (Part time)

• Responsible for taking orders, making pizzas, and giving the customer the best experience possible.

• Inventory and preparation of food.

DOLLAR TREE - Phoenix, AZ

JULY 2018 – JAN 2020

Customer Service Representative

• Providing exceptional service to our customers.

• Key priorities include greeting customers, assisting them with selection of merchandise, completing transactions, and answering questions regarding the store and merchandise. TURNKEY SOLUTIONS - Phoenix, AZ

NOV 2013 – JUNE 2017

Inside sales/ Customer Service

• Sourcing new sales opportunities through inbound lead follow-up and outbound cold calls and emails.

• Understanding customer needs and requirements.

• Routing qualified opportunities to the appropriate sales executives for further development and closure.

WELLS FARGO - Phoenix, AZ AUG 2011 – JUNE 2012 Customer Service

• Maintain and manage well-developed professional knowledge of entire products and services line offered.

• Head responsibility to update and request support for further development requirements.

• Initiate sales plus cross-sell complete banking services range to present prospective customers.

• Ensure to demonstrate all sound judgment for decision making complying with set guidelines and methods.

• Attain minimum sales performance standards by active involvement in entire product marketing campaigns, referral programs and sales development activities.

• Attain branch and individual sales goals through promoting as well as cross-selling bank products.

• Participate in sales activities and the process of the Retail Department in a disciplined, steady manner.

• Ensure phone banking activities inclusive of but not restricted to direct mail, telemarketing, cross- selling of bank services and products.

• Conduct referrals, role playing and prospecting along with attain or exceed weekly sales activities and volume.

• Support bank-broad training efforts to improve staff knowledge as well as continuously enhance referral results and cross-selling.

• Complete loan process by closing through working within fairly standardized processes and utilize standard rates as defined by the bank.

• Assist customer satisfaction and retention through successfully researching and resolving customer issues as well as inquiries.

• Ensure to consistently acquire or exceed sales goals established by management.

• Participate actively in entire product marketing campaigns, referral programs and sales development activities.

• Perform for sure all duties along with responsibilities complying with set procedures and regulations.

SPECIALTY MERCHANDISE CORPORATION - Phoenix, AZ

SEPT 2007 – JULY 2009

Accounts Executive

• Create detailed business plans designed to attain predetermined goals and quotas

• Manage the entire sales cycle from finding a client to securing a deal

• Unearth new sales opportunities through networking and turn them into long-term partnerships

• Present products to prospective clients

• Provide professional after-sales support to maximize customer loyalty

• Remain in regular contact with your clients to understand and meet their needs

• Respond to complaints and resolve issues to the customer satisfaction and to maintain the company reputation

• Negotiate agreements and keep records of sales and data O'HARE-MIDWAY LIMOUSINE SERVICE, INC - Deerfield, IL OCT 2004 – SEPT 2006 Customer Service Specialist

• Serves customers by providing product and service information and resolving product and service problems.

• Attracts potential customers by answering product and service questions and suggesting information about other products and services.

• Processing payments and sending confirmation details to customers.

• Sorting out any issues that may arise with bookings or reservations. Selling and promoting reservation services.

• Helping plan travel itineraries by suggesting local tourist attractions and places of interest.

• Maintaining the billing system.

• Generating invoices and account statements.

• Performing account reconciliations.

• Maintaining accounts receivable files and records.

• Producing monthly financial and management reports.

• Investigating and resolving any irregularities or enquiries.

• Collect payments on past due bills.

• Create a list of people who have not made payments.

• Organize a list according to severity of delinquency.

• Locate customers using credit bureau information, background checks, loan documents, and other paperwork or databases.

• Call customers using telephone calls

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