KIMAKA MARTIN
Cowpens
Summary
Driven by a passion for quality improvement and customer satisfaction, I excelled at Foundever, enhancing operational efficiency and client relations through expert data analysis and empathetic customer service. Leveraging skills in audit processes and continuous improvement, I significantly contributed to team success, fostering a culture of excellence and innovation.
Overview
17
17
years of professional experience
Work History
Quality Analyst
Foundever
02.2021 - Current
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
- Communicated issues related to consistency and production to team leaders efficiently.
- Delivered insights on quality data to support process enhancement strategies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
- Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
- Implemented best practices in daily quality assurance tasks.
Customer Care Representative
Foundever
05.2019 - 02.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Contributed to team success, consistently achieving call center performance metrics.
Direct Care Specialist
Thrive Upstate
03.2014 - 04.2019
- Helped with home management tasks, meal preparation, grocery shopping, and routine cleaning.
- Kept clients engaged in social networks and communities for personal health and growth.
- Arranged transportation and accompanied patients to doctors' offices and errands.
- Coordinated transportation arrangements for medical appointments and outings, ensuring reliable access to necessary services.
- Actively participated in ongoing professional development opportunities to stay current on best practices in the field of direct care.
- Conducted regular checks of living spaces for cleanliness and safety compliance, maintaining a hazard-free environment conducive to recovery.
- Promoted independence among clients by assisting them with goal-setting and skills development.
- Developed strong rapport with clients by actively listening to their concerns and providing empathetic support throughout their journey towards selfsufficiency.
- Assisted clients in maintaining personal hygiene and grooming, promoting self-esteem and overall wellbeing.
- Administered medications as prescribed, ensuring proper dosage and adherence to schedules for optimal health management.
- Enhanced client well-being by providing personalized care and support in daily activities.
- Improved client safety by diligently monitoring their physical and emotional health, promptly addressing any concerns.
- Maintained clean, safe, and well-organized patient environment.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with daily living activities, running errands, and household chores.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Monitored clients' overall health and well-being and noted significant changes.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
Customer Service Representative
Teletech
08.2008 - 02.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in training programs to enhance product knowledge and customer service skills.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Associate Degree In Healthcare - Nursing
Spartanburg Technical College
Spartanburg, SCCollege Prep -
Broome High School
Spartanburg, SC06.1995
Skills
- Audit processes
- Quality improvement
- Quality processes
- Data analysis
- Customer focus
- Continuous improvement
- Data validation
- Training material development
- Protocol review
Additional Information
I was responsible for leading calibration supporting and monitoring
Timeline
Quality Analyst
Foundever
02.2021 - Current
Customer Care Representative
Foundever
05.2019 - 02.2021
Direct Care Specialist
Thrive Upstate
03.2014 - 04.2019
Customer Service Representative
Teletech
08.2008 - 02.2014
Associate Degree In Healthcare - Nursing
Spartanburg Technical College
College Prep -
Broome High School
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