Jaelin Martin
Winston-Salem
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
5
5
years of professional experience
Work History
Remote Customer Service Representative
Burke & Herbert Bank
Winston-Salem
12.2024 - 06.2025
- Delivered exceptional customer service via phone and email, assisting clients with banking inquiries, account management, online banking issues, and transaction support.
- Maintained detailed knowledge of the bank’s products and services to effectively answer questions and provide tailored recommendations.
- Ensured accurate data entry and case tracking in the bank’s CRM system, documenting all customer interactions and follow-ups.
- Resolved customer complaints with professionalism, adhering to compliance and confidentiality standards in a regulated financial environment.
- Identified opportunities to cross-sell banking products such as savings accounts, credit cards, and loan services, contributing to customer growth and retention goals.
- Collaborated with internal departments (such as fraud prevention and account services) to resolve complex issues quickly and efficiently.
- Met or exceeded monthly performance targets, including customer satisfaction, call resolution, and quality assurance metrics.
Remote Customer Service Representative
Centene
Winston-Salem
11.2023 - 12.2024
- Handled high-volume inbound calls from health plan members, providing accurate information regarding benefits, claims, authorizations, and eligibility.
- Resolved member concerns with empathy and efficiency, ensuring compliance with HIPAA and company policies.
- Educated members on plan features, pharmacy services, and wellness programs, promoting informed decision-making.
- Navigated multiple systems simultaneously to research issues and document all customer interactions in Centene’s CRM platform.
- Coordinated with internal departments and healthcare providers to facilitate referrals, pre-authorizations, and issue resolution.
- Met and exceeded performance metrics including call quality, resolution time, and member satisfaction scores.
Remote Sales Representative
SiriusXM
Winston-Salem
10.2022 - 11.2023
- Responded to inbound and outbound calls to promote and sell SiriusXM Guardian services, including vehicle safety, security, and convenience features.
- Educated customers on connected vehicle benefits such as remote start, SOS emergency assistance, and stolen vehicle recovery services.
- Met or exceeded monthly sales targets by actively listening to customer needs and matching them with relevant Guardian packages and promotions.
- Provided post-sale support including activation, troubleshooting, and subscription management, ensuring a seamless customer experience.
- Maintained detailed records of customer interactions and sales activities in the company’s CRM system.
- Collaborated with team members and supervisors to identify sales strategies, handle escalations, and improve service delivery.
- Delivered top-tier service with professionalism, empathy, and accuracy, contributing to high customer satisfaction and retention rates.
Remote Customer Service Representative
DISH
Winston-Salem
01.2020 - 10.2022
- Provided phone-based support to DISH customers regarding billing, technical issues, account management, and service upgrades.
- Diagnosed and resolved equipment and service-related problems, walking customers through troubleshooting steps for satellite receivers and remote controls.
- Assisted customers with package changes, promotional offers, cancellations, and reinstatements while aiming to retain subscribers.
- Navigated multiple internal systems to access account information, process payments, and document customer interactions accurately.
- Educated customers on new products, features, and service enhancements to improve user experience and encourage upsells.
- Met or exceeded performance metrics including average handle time (AHT), first-call resolution, customer satisfaction (CSAT), and quality assurance (QA) scores.
- Demonstrated patience, active listening, and problem-solving in a fast-paced, high-volume call center environment.
Education
High School Diploma -
West Forsyth Highschool
Clemmons, NC06-2017
Skills
- Customer Relationship Management (CRM) Software: Salesforce, Zendesk, and proprietary banking and healthcare systems
- Communication: Excellent verbal and written communication skills; active listening and empathy to understand customer needs
- Problem-Solving & Conflict Resolution: Strong analytical skills to address and resolve customer issues effectively
- Interpersonal Skills: Patient and personable; able to build rapport and maintain positive relationships with customers from diverse backgrounds
- Multitasking & Time Management: Ability to handle high call volumes and prioritize tasks to meet performance targets in fast-paced environments
- Technical Proficiency: Microsoft Office Suite (Word, Excel, Outlook); comfortable learning new software and tools quickly
Timeline
Remote Customer Service Representative
Burke & Herbert Bank
12.2024 - 06.2025
Remote Customer Service Representative
Centene
11.2023 - 12.2024
Remote Sales Representative
SiriusXM
10.2022 - 11.2023
Remote Customer Service Representative
DISH
01.2020 - 10.2022
High School Diploma -
West Forsyth Highschool