Tiffany Martin
Baton Rouge
Summary
Highly motivated and experienced call center professional with experience providing exceptional service and technical support. Skilled in resolving issues and complaints quickly and efficiently, while providing a positive customer experience. Possesses strong organizational and problem-solving skills, and can multi-task and handle a high volume of calls. Dedicated professional with experience in customer-centered call center roles. Proven track record of delivering exceptional service, resolving complaints, and achieving satisfaction goals. Skilled in multitasking and maintaining accurate records of interactions and transactions. Excellent communication and problem-solving skills with a passion for working with service-oriented teams. Focused professional with experience in multi-site call center management, process simplifications and service benchmarks. Frequently praised as detail-oriented by peers, I can be relied upon to help your company achieve its goals. Hardworking professional with 20 years of experience and a proven knowledge of back-office operations, administrative support and customer service. Aiming to leverage my abilities to successfully fill the customer service role at your company.
Overview
17
17
years of professional experience
Work History
Call Center Representative
Pride Life Insurance
09.2024 - 02.2025
- Resolve and handle customer issues.
- Provide timely and accurate information to customers.
- Answer Inbound Calls and conduct client intakes in our CRM.
- Route clients to the appropriate Enrollment Specialist.
- Managed high call volumes while maintaining quality standards and adherence to protocols.
- An Average answering 100 inbound call per day.
- Average answering calls in fewer than 12 seconds.
Call Center Representative
Waste Pro
07.2023 - 08.2024
- Answer incoming calls.
- Assist existing commercial and residential customers in resolving issues.
- An average answering 100 inbound and outbound calls per day.
- Average answering calls in fewer than 12 seconds.
- Establishes understanding of customers’ need, issues, and requests.
- Identifies opportunities to cross sell additional products and services (Additional cans or increasing services days, if possible, in area).
- Interacts with customers and Waste Pro employees to determine service, resolve complaints, and escalate the more complex issues to theme appropriate level.
- Serves as the customer’s advocate by solving problems on the customers behalf and by engaging the right department and people with Waste Pro.
- Supports other service lines when required.
- User Tower system to gather information, provide information, and/or update customer records.
- Completes cross training with other departments to include Operations, Sales, and Billing.
- Strives to meet or exceed service and operational goals established for the call center to include productivity, quality, and timeliness.
- Any additional job duties that may be assigned by the Supervisor.
- Assisting Residential Sales Department with setups and cancellations when requested.
- Processing Trac-ez Cases based on area and proper protocol on how the handle escalation calls.
- Follow CSR bible guidelines and procedures.
Call Center Representative
Paychex
03.2022 - 06.2023
- Built trust with customers through personalized conversations.
- Anticipated customer concerns on calls by providing additional information.
- Used database system to record notes and call information.
- Met performance goals and call center metrics in fast-paced, performance setting.
- Followed established procedures during calls with customers.
- Learned company policies, rules and performance requirements to achieve successful calling metrics.
- Managed and resolved issues with customers during calls by following the determined script.
- Listened to feedback from call manager and implemented changes in future calls.
- Built sustainable relationships and trust with customers, accounts using open and interactive communication.
- Referred unresolved customer grievances to designated departments for further investigation.
- Read from scripts to promote uniformity and consistency in communications.
- Made appropriate account corrections to resolve customer problems.
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions.
- Contacted carrier representatives to decide or issue instructions for shipping and delivery of materials.
Call Center Representative
Legions Claims Solutions
11.2021 - 01.2022
- Met performance goals and call center metrics in fast-paced performance setting.
- Managed and resolved issues with customers during calls by following the determined script.
- Built trust with customers through personalized conversations.
- Anticipated customer concerns on calls by providing additional information.
- Listened to feedback from the call manager and implemented changes in future calls.
- Followed established procedures during calls with customers.
- Learned company policies, rules, and performance requirements to achieve successful calling metrics.
- Read from scripts to promote uniformity and consistency in communications.
- Built sustainable relationships and trust with the customer accounts using open and interactive communication.
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions.
Call Center Representative
Alorica
07.2021 - 10.2021
- Learned company policies, rules and performance requirements to achieve successful calling metrics.
- Anticipated customer concerns on calls by providing additional information.
- Managed and resolved issues with customers during calls by following determined script.
- Built trust with customers through personalized conversations.
- Used database system to record notes and call information.
- Listened to feedback from call manager and implemented changes in future calls.
- Answered calls, left voicemails and scheduled follow-up calls to drive customer engagement.
- Met performance goals and call center metrics in fast-paced performance setting.
- Followed established procedures during calls with customers.
- Assisted managers by training new personnel to improve onboarding process.
- Referred unresolved customer grievances to designated departments for further investigation.
- Determined charges for services requested and arranged for billing.
- Analyzed and collected customer information to prepare product or service reports.
- Read from scripts to promote uniformity and consistency in communications.
- Built sustainable relationships and trust with the customer accounts using open and interactive communication.
- Recommended improvements in products, services, or billing methods to prevent future problems.
Underwriting Assistant
Luba Worker Comp
09.2007 - 07.2021
- The coordinated underwriting process for new and renewal business by pulling reports and data for underwriters.
- Reviewed endorsement requests to suggest approval or denial or request additional information.
- Performed basic underwriting functions to develop into market-facing underwriting role.
- Gathered underwriting information via internet and other sources to perform underwriting analysis.
- Supported underwriters in tasks related to underwriting and administration support.
- Answered questions and concerns regarding company products, services and prices.
- Collected, sorted and delivered mail for staff members and customers.
- Greeted visitors upon arrival and directed guests to appropriate facility locations.
- Improved transcripts by correcting grammatical and typographical errors.
- Routed phone calls to appropriate recipients and handled internal business correspondence.
- Updated account information in company databases.
- Instructed new employees regarding company policies and job duties.
Education
No Degree - Medical Billing And Coding
Purdue University
West Lafayette, IN06-2026
Skills
- Call Center Operations
- Customer Communication
- Data Gathering
- Inbound Phone Call Management
- Customer Support
- Verbal and Written Communication
- Problem-Solving Skills
- Training and Development
- Customer Service Optimization
- Answering Question
- Call Control Skills
- Resolving Issues
- Customer Account Updates
- Administrative and Office Support
- Scripted Calls
- Documentation
- Customer service
- Data entry
- Customer support
- Call center customer service
- Inbound phone calls
- Payment processing
Timeline
Call Center Representative
Pride Life Insurance
09.2024 - 02.2025
Call Center Representative
Waste Pro
07.2023 - 08.2024
Call Center Representative
Paychex
03.2022 - 06.2023
Call Center Representative
Legions Claims Solutions
11.2021 - 01.2022
Call Center Representative
Alorica
07.2021 - 10.2021
Underwriting Assistant
Luba Worker Comp
09.2007 - 07.2021
No Degree - Medical Billing And Coding
Purdue University
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