Open to opportunities

Monita Martin

@monitamartin

Message

Client-focused customer service professional with 10+ years resolving complex issues.

South Africa

Message

What I'm looking for

I seek a collaborative, customer-centric role where I can apply multi-channel support, CRM/Zendesk skills, improve processes, and grow professionally.

I am a client-focused customer service professional with over 10 years of experience delivering multi-channel support across phone, email, live chat, and social media. I build strong client relationships and consistently exceed service expectations through clear communication and attention to detail.

I have a proven track record resolving complex issues, meeting quality assurance standards, and exceeding performance targets such as resolution time and CSAT. I maintain comprehensive CRM records (including Zendesk), assist with billing and account queries, and contribute to accurate reporting and process improvements.

I am detail-oriented, collaborative, and committed to continuous improvement and training; I am currently studying Human Resources Management and pursuing call center management and Excel certifications to broaden my operational and reporting skills.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Support Agent

Current

RCS Group

May 2018 - Present (8 years 2 months)

Deliver multichannel customer support via phone, email, chat and social media, resolving billing and account queries and consistently meeting QA and CSAT targets. Maintain CRM records, escalate complex cases, and contribute customer feedback to improve processes.

Excel CRM Conflict Resolution Zendesk Live Chat Ticketing Systems Escalation Management

Customer Service Support Agent

EXL

Jan 2011 - May 2018 (7 years 4 months)

Provided multichannel customer support handling account, billing and service requests while maintaining CRM records and meeting performance and CSAT targets. Collaborated with colleagues to share best practices and escalated complex issues to appropriate teams.

Teamwork CRM Customer Support Ticketing Systems Microsoft Office Time Management

Education

Degrees, certifications, and relevant coursework

College SA

Human Resources Management

Pursuing Human Resources Management at College SA (in progress).

Belgravia Secondary School

Senior Certificate (Matric), Secondary Education

Activities and societies: Subjects: English; Afrikaans; Mathematics; Accounting; History; Biology.

Completed Senior Certificate (Matric) at Belgravia Secondary School in 2004, studying English, Afrikaans, Mathematics, Accounting, History, and Biology.