Erica Martin
Springfield,OH
Summary
Customer Care & Client Services Specialist committed to delivering exceptional support across multiple channels. Effectively managed high-volume inquiries and escalated issues while implementing tailored solutions. Experience in training and mentoring new hires, ensuring adherence to service quality standards and fostering a collaborative work environment.
Overview
9
9
years of professional experience
Work History
Customer Satisfaction Specialist
Speedway/7-Eleven
Enon, OH
01.2022 - Current
- Delivered exceptional customer support across multiple channels, ensuring timely resolution of inquiries related to fuel transactions and promotions.
- Proactively resolved dissatisfied customer reviews by providing tailored solutions and fostering relationships.
- Managed rewards cases, including missing points redemptions and account troubleshooting.
- Investigated and approved complaints, compliments, and liability cases using loyalty execution tools.
- Collaborated with cross-functional teams to identify service trends and implement efficiency improvements.
- Led virtual training sessions for groups of 10–15 new hires, demonstrating live calls and system usage.
- Mentored new hires to support training initiatives, ensuring adherence to service quality standards.
- Performed duties effectively in both remote and in-office environments.
Senior Care Representative
Valued Relationships Inc. (VRI)
Franklin, OH
09.2019 - 10.2021
- Coordinated with local dispatch centers to facilitate timely responses to emergency alarm calls.
- Managed multiple emergencies simultaneously, ensuring accurate responses while maintaining composure under pressure.
- Demonstrated empathy and professionalism while providing compassionate customer support during sensitive situations.
- Trained new representatives on alarm handling procedures, strengthening team preparedness and service consistency.
- Collaborated with supervisors and cross-functional teams to enhance response protocols and service quality.
Veterinary Aide
Animal M.D.
Kettering, OH
06.2019 - 09.2019
- Collected patient histories and assisted veterinarians during exams to ensure thorough documentation.
- Collaborated with veterinary staff to monitor patient progress and uphold care and safety standards.
- Provided empathetic support and clear communication to clients, fostering trust and comfort during exams.
- Prepared equipment and supplies to maintain organized exam areas and support efficient workflow.
Radiology Aide
MedVet Dayton
Dayton, OH
03.2017 - 05.2019
- Facilitated patient care coordination through effective communication with veterinarians, technicians, and clients, enhancing patient experiences.
- Coordinated appointment scheduling, payment processing, and record-keeping to maintain compliance with clinic standards.
- Executed administrative functions, including data entry and documentation of medical procedures, to support clinic operations.
- Provided exceptional front-desk support, ensuring welcoming experiences for clients and patients.
- Demonstrated professionalism while resolving client issues in sensitive scenarios.
Sales Lead
New York & Company
Columbus, OH
12.2016 - 04.2017
- Consistently provided exceptional customer service while achieving sales and service targets.
- Supported inventory management and executed promotional strategies, driving increased sales.
- Recruited and trained new employees, improving team performance and retention rates.
- Supervised daily store operations, ensuring smooth opening and closing procedures and accurate cash handling.
Education
Associate of Applied Science - Veterinary Technology
Columbus State Community College
Columbus, Ohio05-2014
Bachelor of Science - Animal Science (Science Emphasis)
University of Findlay
Findlay, Ohio05-2012
Skills
- Escalation and complaint resolution
- High-volume call handling
- Quality assurance
- Contact center operations
- Root cause analysis
- Coaching and new-hire training
- Conflict de-escalation
- Cross-functional collaboration
- Loyalty and rewards program support
Systems And Tools
- Microsoft Office Suite
- Microsoft Teams
- Loyalty Execution Tools
- Reactor CX (RCX)
- ServiceNow (SNOW)
- New Relic
- Appriss Retail
- Cornerstone
Timeline
Customer Satisfaction Specialist
Speedway/7-Eleven
01.2022 - Current
Senior Care Representative
Valued Relationships Inc. (VRI)
09.2019 - 10.2021
Veterinary Aide
Animal M.D.
06.2019 - 09.2019
Radiology Aide
MedVet Dayton
03.2017 - 05.2019
Sales Lead
New York & Company
12.2016 - 04.2017
Associate of Applied Science - Veterinary Technology
Columbus State Community College
Bachelor of Science - Animal Science (Science Emphasis)
University of Findlay