Hollie Martin External Consultant

Remote Customer Service Representative/Advocate Level II

Qualfon

Nov 2022 - Jan 2025 (2 years 3 months)

• Recognized as top performer within the team for consistently achieving high levels of customer satisfaction scores of 14 out of 15%. • Identified opportunities for process improvement within the customer service department and implemented effective solutions that resulted in a 50% reduction in average handling time per call/email/chat. • Utilized CRM software to accurately document interactions with customers and track issue resolution progress. • Implemented new strategies to improve the overall customer experience, resulting in a 40% increase in customer satisfaction ratings. • Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty. • Managed a high volume of incoming ca

Remote Technical Service Representative

Conduent

Aug 2022 - Dec 2022 (5 months)

• Provided technical support to customers via phone, email, and chat, troubleshooting hardware and software issues. • Documented all customer interactions and solutions in a detailed ticketing system for future reference. • Performed remote diagnostics and troubleshooting to identify network connectivity problems. • Installed, configured, and maintained software applications on customer devices remotely as required. • Maintained up-to-date knowledge of industry trends, emerging technologies, and product updates through continuous learning initiatives. • Additionally, utilized order processing skills from my experience at Apple, where I managed customer orders for iOS devices, ensuring timely shipment of necessary materials for dev

Remote Customer Service

Liveops

Jan 2021 - Aug 2022 (1 year 8 months)

• Take inbound calls for the client and be able to upsell products • Help upset customer's and by the end of call knowing that whatever was needed will be done to maximize customer satisfaction. • Enter data into company's data base, lookup sales invoices, input invoices and orders • Maneuver multiple software programs • Answer customer's questions and provide exceptional customer service

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Foster Care Specialist

Sunrise Children's Services.

Jan 2013 - Mar 2016 (3 years 3 months)

• Provided individual and group counseling to clients, addressing a wide range of social and emotional issues • Developed personalized treatment plans for clients based on thorough assessments and evaluations • Collaborated with interdisciplinary teams to coordinate services and resources for clients in need • Advocated for clients' rights and needs within the community, ensuring access to necessary support systems • Assisted clients in navigating complex government assistance programs, such as Medicaid or SNAP • Conducted home visits to assess living conditions and provide support to families in crisis situations • Facilitated support groups for individuals dealing with trauma, addiction, or mental health challenges • Implemented e

Hollie Martin

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