Lyn Martin
Nailsworth,SA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviour, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
Work History
Touch Point Sanitation
Tropic Cleaning Services
02.2022 - 03.2022
- Performed daily facility checklists for cleaning floors, wiping down glass entryways and collecting trash.
- Cleaned and maintained lobbies, offices and other common areas in commercial buildings.
- Responded immediately to calls from personnel to clean up spills and wet floors.
- Identified repair needs and major maintenance concerns, and escalated issues to management.
- Emptied trashcans and transported waste to collection areas.
- Kept public pathways clear of safety hazards and spills with regular checks and attention.
- Maintained cleanliness of restrooms by washing down and properly sanitizing walls, floors and toilets.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Quality Analyst 1
Western Union Financial Services, Inc.
11.2011 - 03.2013
- Monitor and evaluate calls & emails.
- Provide regular unbiased and constructive feedback sessions to agents on their customer interactions and provide plan for improvement with their Team Leader.
- Integrate Quality Monitoring Process Improvement programs to ensure overall performance improvement
- Run calibration sessions to other team to ensure cross departmental feedback on quality monitoring.
- Assist the Process and Team Supervisor in providing reports on the quality of service as well as project updates and areas of process improvement.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Worked well in a team setting, providing support and guidance.
Subject Matter Expert
Western Union Financial Services, Inc.
02.2011 - 11.2011
- Handles escalation ( call, fax and email).
- Conducts Up- Training for certified agents.
- Provide floor support to trainees.
- Evaluate and monitor call handling of trainees to check their progress.
- Coach trainees to help them improve their score while meeting objectives on performance metrics
- Provide feedback to trainees based on monitored calls.
Online Support Specialist
Western Union Financial Services, Inc.
04.2007 - 03.2011
- Handles inbound call/ email from Western Union affiliate agent and customers and provide first call resolution.
- Resolve customer enquiries and promote company's services.
- Provide first level of support for customer complaint.
- Managed approximately 80-100 calls per day.
- Assist Offline Team for Location Data Entry.
Education
Bachelor of Science - Physical Therapy
Our Lady of Fatima University
Valenzuela, PhilippinesSkills
- Call/ Email monitoring
- Data Entry
- Performance Assessment
- Quality processes
- Power-point presentation
Timeline
Touch Point Sanitation
Tropic Cleaning Services
02.2022 - 03.2022
Quality Analyst 1
Western Union Financial Services, Inc.
11.2011 - 03.2013
Subject Matter Expert
Western Union Financial Services, Inc.
02.2011 - 11.2011
Online Support Specialist
Western Union Financial Services, Inc.
04.2007 - 03.2011
Bachelor of Science - Physical Therapy
Our Lady of Fatima University
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