Customer Service Des Moines

JESSICA R. MARTIN

**********@*****.*** 515-***-****

CUSTOMER SERVICE • MANAGEMENT • TRAINING & DEVELOPMENT • ACCOUNTING

SUMMARY

Highly motivated, meticulously organized, and results-driven business professional with over 20 years of solid experience working in various industries. Exceptional work ethic and commitment to company objectives. Demonstrated leader with the ability to successfully manage teams and identify opportunities for improvement. Capable of understanding customer needs and providing solutions to complex issues. Proven track record of prioritizing tasks and exceeding expectations. Recognized for the ability to quickly adapt to any situation, surpass assigned goals, and work well under pressure in a fast-paced environment.

CORE COMPETENCIES

Customer Service & Communication Skills • Management & Supervision • Training & Development Dependable & Flexible Organization & Prioritization Creative Problem Solving & Decision-Making

EDUCATION AND TECHNICAL SKILLS

Associates of Arts Degree, Business Administration, Des Moines Are Community College (DMACC), Des Moines, Iowa Fundamentals of Payroll Certification (FPC), 2018, Enterprise HR & Data Entry training, 2018 Leadership & Management training, 2018, National Career Readiness Certificate (NCRC), 2018, Training Skills for Non-Trainers training, 2018, Production Information Management Systems Certification (PIMS), 2022 OSHA 10 Certification, 2022, Forklift Certification, 2022, Microsoft Office proficiency & 60 wpm typist

HIGHLIGHTS OF QUALIFICATIONS

Adaptable manager capable of managing multiple projects simultaneously while paying strict attention to detail and

exercising independent judgment.

Skilled in training staff and interfacing effectively with various departments and teams within organizations.

Recognized for successfully managing various projects, working with cross-functional teams, and working

effectively in diverse environments.

Proven track record of coordinating and overseeing staff to ensure optimal levels of engagement.

PROFESSIONAL EXPERIENCE

State of Iowa, Iowa Prison Industries, Mitchellville, Iowa 2021-2024

Administrative Assistant/Receptionist

Greet visitors, determine purpose of visit, and direct/escort them to the appropriate department.

Answer and direct 40+ calls daily, respond to inquiries, and provide information about facility.

Perform administrative duties at a high-level; faxing, making copies, delivering mail, scheduling appointments, and completing tasks in a timely manner.

Instacart, Des Moines, Iowa 2019-2021

Personal Shopper/Customer Service Associate

Complete orders on time with a high standard of quality, provide excellent customer service, and maintain good working relationships with new and existing customers.

Ensure excellence in food and product quality, support other team members, and work within time constraints. Maintain a safe working environment by following safety protocols and company guidelines.

Maintain a safe working environment by following safety protocols and company guidelines.

Businessolver, West Des Moines, Iowa 2015-2019

Operations Analyst 2015-2019

Review and audit files, verify client information, complete billing report audits, and process monthly billing reconciliations.

Schedule and attend meetings for new and existing clients, answer questions, and provide information on services and

products offered.

Assist team during demanding times by answering calls, responding to inquiries, and enrolling clients into

various benefit packages.

PROFESSIONAL EXPERIENCE CONTINUED

Norbert Dentressangle, West Des Moines, Iowa 2015

Accounts Receivable Specialist

Contact customers to collect outstanding invoices, process billing, post payments, and submit refunds.

Build and maintain solid working relationships with both new and existing customers.

Take direction from management, improve efficiency, and complete projects within time constraints.

ADP, West Des Moines, Iowa 2005-2014

Call Center Supervisor

Effectively supervise up to 40 staff, manage scheduling, and provide training on call center operations.

Ensure customer satisfaction, complete call quality assurance checks, and maintain customer retention goals.

Manage daily operations, answer calls, respond to inquiries, and provide information about services and products.

Senior Customer Service Representative

Place 200+ outbound calls to employees experiencing escalated payroll/benefit issues ensuring complete customer satisfaction and optimization.

Engage decision makers in conversations regarding products/services and meet sales quotas and revenue targets.

Collaborate with other staff, attend team meetings, and assist with training new staff.

Customer Inquiry Specialist

Manage multiple client email inboxes by providing prompt service and delivering a positive customer experience.

Handle escalated calls, research escalated cases and resolve issues with payroll department.

Collaborate with other team members, attend meetings, and exceed company expectations.

Client Services Representative

Support clients by researching payroll and benefit questions, utilizing resources, and ensuring total customer satisfaction.

Manage inbound calls for up to 10 clients, maintain customer confidentiality, and log activities.

Train new employees, conduct call audits, and report issues to management.

ADDITIONAL RELEVANT PROFESSIONAL EXPERIENCE

Wells Fargo, Des Moines, Iowa 1998-2005

Operations Processor III-Real Estate Services

Operations Processor III-Card Services

Operations Processor II-Merchant Services

Contact this candidate