Kendra Martin
Lower Hutt,Region
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Call Center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Smartly
06.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving queries and issues.
- Resolved customer queries with empathy, resulting in increased loyalty.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website, improving overall user experience.
Loan Specialist
Cash Converters
03.2017 - 02.2022
- Monitored performance of existing loan portfolios to identify and address any issues.
- Developed strong relationships with customers through high levels of customer service.
- Recommended loan approvals and denials based on customer loan application reviews.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Collaborated with other departments to promptly process loan applications.
- Maintained strict confidentiality of bank records and client information.
- Responded to customer calls and emails to answer questions about products and services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Outbound Call Center Representative
Plus 64 Connect
11.2014 - 12.2016
- Educated customers on offerings and upsold products and services to increase revenue.
- Researched prospective accounts to understand needs, build target lists and develop effective emails and scripts.
- Represented company professionally in situations, working through challenging phone calls and cultivating positive interactions by remaining calm and poised.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Used computer databases to keep track of phone calls, confidential notes about conversations and customer contact information.
- Established professional relationships with clients and call center team members to boost trust, rapport and reliability.
Technical Support Representative
Call Active (Sky Tv)
10.2013 - 10.2014
- Monitored system performance to identify potential issues.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Responded promptly to incoming sales leads and requests for technical support.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored systems in operation and quickly troubleshot errors.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Translated complex technical issues into digestible language for non-technical users.
- Documented support interactions for future reference.
Skills
- Issue Resolution
- Data Security Practices
- Telephone Etiquette
- Customer Assistance
- Critical Thinking
- Active Listening
- Judgment and Decision-Making
- Effective Communication
- Social Perceptiveness
- Time Management
- Government Standards
Timeline
Customer Service Representative
Smartly
06.2023 - Current
Loan Specialist
Cash Converters
03.2017 - 02.2022
Outbound Call Center Representative
Plus 64 Connect
11.2014 - 12.2016
Technical Support Representative
Call Active (Sky Tv)
10.2013 - 10.2014
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