Customer Service Resolution Specialist

Heather Danielle Martin

[*** Caldwell Street, Roanoke, VA] [540-***-****] [*************@*****.***]

Dedicated and thorough client-focused professional touting 11 years of expertise in successfully developing problem-solving methodologies. Promoting exemplary skills in project management, analytics, and information presentation skills. Committed to maintaining professional relationships to increase profitability and drive business results.

Professional Experience

Wells Fargo Roanoke, VA

Account Resolution Specialist 3 July 2015 - June 2022

●Effectively processed customer requests and statements, increasing efficiency of internal processes

●Gathered and analyzed relevant information from variety of internal and external sources to solve customer issues

●Researched and tracked collection of delinquent accounts and initiated appropriate collection actions to facilitate accounts receivables

●Maintained collections performance tracking metrics and prepared monthly reports for executive management

●Consistently displayed outstanding interpersonal skills, building rapport with customers, and demonstrating empathy and concern for needs

●Prioritized and organized workload of unit to meet department goals, resulting in an increase in productivity of 25%

●Processed 900+ customer resolution cases per month, leading to 50% rise in customer satisfaction

Time off due to Personal Reasons October 2013 - May 2015

Childcare Network Roanoke, VA

Lead Teacher-School Age June 2012 - September 2013

●Supervised, evaluated, and implemented activities to ensure safety, health, and welfare of all children at all times

●Incorporated creative thinking into lessons, encouraging children to think outside the box when solving problems

●Maximized student performance by providing individualized learning plans and progress reports

●to parents

●Created positive and nurturing learning environment that builds positive self-esteem, resilience, and self-advocacy skills

●Implemented best practices in classroom and behavior management for class of 28 children, generating in 50% increase in student learning and achievement

The Park Oak Grove Roanoke, VA

Dining Room Supervisor February 2011 - May 2012

●Managed staff of 3 employees, confirming all team members had job responsibilities and fulfilled vision of customer service at a dining room of a assisted living facility

●Promoted positive work environment for employees and clients through active listening, conflict resolution, and constructive feedback

●Approved weekly staff schedule

●Ensured quality control and food safety standards met, in addition to food preparation and presentation of dishes

●Boosted overall customer satisfaction 80% through enhanced awareness

Additional Experience

Children's Castle Lead Teacher

Core Competencies

Interpersonal Communication, Document Processing, Project Coordination, Fraud Detection, Policy Assessment, Attention to Detail, Information Gathering, Dispute Resolution, Issue Investigation, Performance Improvements, Multitasking Abilities, Multiple Computer Systems experience

Education

High School Diploma, Cave Spring High School

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