Customer Service Human Resources

EBONY D. MARTIN

PROFESSIONAL SUMMARY

More than *5 years of successful professional experience in customer service and with recognized strengths in admissions, recruiting, human resources, insurance, telemarketing, hotel administration, global security operations, education operating systems (i.e., Windows, MacOS) and presentation software. Excellent working knowledge using both IBM and Microsoft, to include but not limited to: Excel, WordPerfect, Word, DocuSign, Velocity, Campus Vue, PeopleSoft, Stars and The Lenel System. Proven to professionally motivate, train and supervise customer service, security and administrative employees. Willing collaborator and leader recognized as “Total Quality Customer Service Professional.” Develop plans, conduct audits, process payroll/generate payroll reports, filings, and maintain/update accurate report writing.

EDUCATION

Associate of Science: Psychology and Sociology

Lane College, University of Memphis

SKILLS

Data Collection

Confidentiality

Inbound/outbound phone calls, dispatch

Generating queries and reports

Analytical skills

Computer/computer language skills

Interpersonal/people skills

Leadership/management skills

Inventory supply/staff management

Scheduling/forecasting/budgeting

Policy and procedure modification

Strategic planning

WORK HISTORY

American Family Insurance – Madison, WI 11/2021 – Present

APD Claims Support/Casualty Support

Analyze and process high volume of complex inquiries, including file handlers, adjusters and repair shops, as well as ad hoc customer service requests received from external clients and internal business sectors.

Determine an appropriate plan of action, while addressing and resolving customer’s general inquiries and concerns, ensuring effective communication via multiple methods of communication.

Proactively follow-up on pending appraisals for assignment, upload and/or status.

Dispatch assignments to Open Shop adjusters and others within dedicated territories, including Independent Appraisers (IA). Assign Auto Physical Damage claims to appropriate field appraisers and independents while ensuring compliance with claim strategies.

Maintain contact with appraisers while coordinating activities (i.e., scheduling, notifying of reassignments).

Balance daily workloads and shift resources as necessary to achieve optimal productivity.

Maintain accurate documentation in claim system to include daily changes to appraiser/adjuster assignments. Direct information in real-time to appropriate system or staff.

Identify opportunities to remap/realign territories to be more effective and communicate proposal to local leadership.

Issue DRP payments to shop for auto claims, process checks/electronic reimbursements for Emergency Roadside Services (ERS). Monitor and manage bot-issued payments & salvage titles.

Houston School of Carpentry – Houston, TX 01/2021 – 11/2021

Career Services Coordinator

Coordinated and hosted Career Fairs and Graduation Ceremonies for graduates.

Advised individuals on job search strategies, resume’ development and interviewing techniques.

Collected, entered and verified student data for placement and reporting in compliance with Standards of Accreditation.

Collaborated with faculty, alumni and colleagues to identify internship, externship and employment opportunities for students and recent graduates.

Conducted workshops and scheduled job search training to promote gainful employment.

Conducted mock interviews and worked closely with job seekers to develop resumes and enhance networking skills.

Houston School of Carpentry – Houston, TX 09/2020 – 01/2021

Assistant Director of Admissions

Recruited and enrolled new and returning students; supervised admin staff on all recruitment, evaluations and admissions processes for students, ensuring completion and compliance.

Collaborated with Director on additional recruitment strategies to increase enrollment during future events.

Generated over 150K in revenue biweekly through enrollments.

Conducted campus tours, in-person interviews and completed admissions enrollment paperwork while remaining complaint with federal and state regulations.

Maintained accurate records and ensured confidential filing using school processes.

Routinely met or exceeded monthly goals for enrollment.

Arranged and hosted weekly admission meetings and weekly trainings.

Created marketing/advertisement strategies to increase business for our educational programs, to include flyer design/distribution/posting and social mixers.

Florida Career College (FCC) – Houston, TX 06/2020 – 08/2020

Assistant Director of Admissions

Conducted weekly admission meetings to discuss daily and monthly budgets.

Assisted with onboarding and trained new hires.

Assisted Director with quotas by providing campus tours for perspective students.

Conducted face-to-face interviews with perspective students to determine eligibility.

Ensured compliance with federal and state accreditations during full enrollment process for admin staff.

Coordinated and participated in various campus recruitment events and efforts, including orientation programs and open houses.

The College of Health Care Professions – Houston, TX 03/2018 – 06/2020

Senior/Master Admissions Advisor

Conducted interviews via phone to determine qualifications for admissions.

Assisted with determining student career path based on goals and compatibility.

Maintained quality assurance standards, metrics and monthly quality assurance goals.

Administered enrollment and assessment testing for potential students via DocuSign.

Mentored new hires and supported the ongoing development of colleagues.

Provided feedback to leadership team on systems, lead quality, and other areas.

Conducted team trainings and developmental growth activities.

Built campus census through building rapport, explaining programmatic benefits of how our academics will assist with meeting educational and career goals.

The Buckingham – Houston, TX 01/2016 – 09/2018

Shift Supervisor/Concierge

Monitored and secured cameras for Buckingham residents to ensure safety.

Assisted with public relations, answered/transferred calls, completed reservations and bookings.

Assisted concierge with tours of facility and guest check-in; escorted Emergency Response personnel to include HPD, EMS, coroners and media.

Assisted executives and administration with confidential communication, including faxes and emails.

Greeted guests and employees with high quality professionalism.

Enforced all Buckingham's policies and procedures, trained all new hires, patrol routes, incident reports, resident package deliveries and medical assistance.

Aviation Institute of Maintenance – Houston, TX 03/2014 – 12/2016

Admissions Representative

Conducted campus tours, highlighting features/benefits related to prospective student interests.

Conducted face-to-face interviews and career planning sessions.

Created Flashpoint Presentations and Metric conversions.

Generated activity reports, weekly/monthly/quarterly enrollment reports to include veterans, and maintained email correspondence.

Developed start goals as outlined by Director of Admissions.

Created interest by utilizing the company-approved script and scheduling with prospective student and gaining commitment.

Ensured compliance with all federal and state accreditations, institutional policies, and procedures.

Halliburton – Houston, TX 02/2011 – 11/2014

Global Security Operator (Supervisor)

Documented appropriate logs, provided prompt responses to emails, answered crisis calls, monitored nuclear commission and ATF firearms sites.

Utilized the Johnson Controls System, cameras, panels, Stent Phone, Pelco System, Backup Generator System, Fire System Microphone, and various servers for their purposes.

Answered radio, dispatched security officers where needed, completed incident reports in (D3) form.

Video Surveillance and Vigilance, Emergency Responses, and employee scheduling.

Utilized independent, critical thinking to dissect issues, evaluate solutions and make decisions.

Peabody Hotel – Memphis, TN 06/2007 – 11/2010

Front Desk Agent

Provided customer service and administrative support.

Greeted guests on arrival and provided information regarding availability, room types, and room rates.

Compiled reports relevant to guest accounts, receipts and vouchers both manually and electronically.

Instructed the house keeping department during the check in of customers.

Assisted with/answered questions to build rapport for retention.

Responded to inquiries and transferred calls to correct departments and personnel.

ADDITIONAL INFORMATION

CPR, AED, Medicine Aid, TWC certified; Licensed Level II and III Security; Well-versed in administration for career schools and colleges; 2009 Best Employee Award for Professional Customer Service Excellent recipient; November 2019 Dream-Team Admissions Award recipient; January and March 2020 “Share the Dream Awards” recipient; Most Outstanding Award for Sales and Marketing – Fall Quarter 2015 recipient.

Houston, TX 77090 346-***-****) ************@*****.***

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