Service Representative Customer

Stacy Martin

301-***-**** advg9y@r.postjobfree.com Hyattsville, MD 20785

SUMMARY

Accomplished excellent Customer Service Management skills. Skilled in working with claimants, employers, and third-party associates to come to a positive resolution. Strong communication and investigative skills having a specific expertise in deescalating difficult claimant interactions. Strong follow up skills. SKILLS

Adjudication

Customer Service

Persuasive negotiations

De- escalating issues

Product and service management

Quality Assurance

Excellent communication skills

Established track record of exceptional sales results Energetic

Building professional claimant relationships

Rapport and relationship building

Team Management

EXPERIENCE

Customer Service Representative/ Unemployment Adjudicator, Alorica, December 2020-Current Hyattsville, MD

Responsible for investigating claimant and employer information through conducting thorough questionnaire forms to adjudicate Unemployment claims submitted by claimants. Made outbound calls and also communicated with claimants through email to obtain account information from Maryland claimants.

Upheld privacy and security requirements by adjudicating all issues established by Law and policy regarding Maryland Department of Labor Laws.

Reviewed account and service histories to identify trends and issues. Worked with Third Party Associates and directly with employers to ensure correct employment information for all claimants and employers to get a correct outcome for unemployment benefits. Was assigned to work in our nesting program, which was the onboarding process for new employees of Alorica Trained new employees on procedures and policies to maximize team performance. Worked with Quality Assurance to maintain a 90% quality score for the project Upheld strict quality control policies and procedures during customer interactions. Reduced process gaps while training new hires on products, software, operational best practices and store protocols.

Worked with Team Managers as a customer service Team Lead to ensure improvement initiatives. Supported operational improvements and resolution of problems to deliver top-notch customer service.

Exceeded company productivity standards on consistent basis. De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Documented conversations with customers to track requests, problems, and solutions. General Manager, Client Support BodySmith Gym, January 2015 -December 2020 Washington, DC

Responsible for maintaining all client and management relations. Handled all membership billing fees and past due accounts. Responsible for acquiring a collection agency for when claimants were 60 days past due. Maintains professional network of potential clients and business opportunities. Managed 12 front desk employees and 3 sales representatives. Kept up with latest trends and recommended enhancements to enhance company product offerings.

Boosted revenue and facilitated all activities and goals to generate new business while developing consistent employee measurements for exceeding goals.

Exceeded sales goals and improved profitability by aligning sales strategies and business plans with market trends.

Sales Representative, Balance Gym March 1999 – December 2015 Washington, DC

Created and implemented store displays, promoting sales and growth. Generated 50 + leads per month and worked to convert customers with 95% success rate. Monitored customer order process and addressed customer issues. Fostered relationships with customers to expand customer base and enhance loyalty and retention.

Improved profitability, developing pipeline utilizing multiple marketing channels and sales strategies.

Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.

Followed-up with clients after installations to assess quality service and customer satisfaction. Customer Service Representative, Washington Post

Washington, DC

Assessed customer needs and upsold products and services to maximize preprint sales. EDUCATION AND TRAINING

Bachelor of Arts

English Language And Literature, Delaware State University, Dover DE

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