Alexandra Martinez
Ennis,,TX
Overview
12
12
years of professional experience
Work History
Customer Experience Professional
Vyve Broadband
Corsicana, TX
04.2015 - Current
- Successfully executed up to 6 chats simultaneously, implement outbound calls, and email conveying product sales, billing, and technical inquiries with new and existing subscribers over 15 states
- Managed the organization's social media presence with grammatically correct responses to clients on public company posts, and direct messages, and daily conversations
- Reduced average response time for resolving customer escalation tickets by 40% leading to improved customer satisfaction
- Served as a liaison to field personnel and district operations via Salesforce and email to solve outstanding issues promptly with broadband services, damage claims, work order scheduling, and follow-up handling with Google and Yelp reviews
- Consistently maintained a resolution rate of 90% or higher for addressing issues within 48 hours
- Protected brand content by identifying and tracking infringing content across various online platforms, and issuing DMCA takedown notices
- Collaborated with legal counsel to ensure compliance with DMCA regulations
- Decreased company's churn of customers by addressing service needs and using retention tactics resulting in cost savings to the company of $10,000 per customer retained
- Proactively driven team success by consistently bringing innovative ideas to management with Salesforce modifications and Excel spreadsheets, enhancing workflow efficiency, and boosting overall performance and productivity
- Conducted comprehensive evaluations of agent's chat sessions and work order audits to ascertain adherence to departmental standards and ensure delivery of top-notch customer service
- Maintained optimal service levels for chat and ticket volume by monitoring and analyzing chat traffic and metrics, including chat durations, response time, and customer feedback
- Examined social media data to create weekly escalation reports for leadership by highlighting key metrics
Technical Support Representative
Intuit Lacerte Tax
Ennis, TX
11.2014 - 11.2015
- Responded to inbound phone calls to provide first-level support with client problems for tax program setup, user-end errors, and software configuration to maximize service functionality
- Utilized chat and email to resolve client issues for a variety of programs, including the essential tax software (Lacerte ProSeries and Intuit Tax Online)
- Researched and engineered solutions for errors by using remote login tools
Quality Assurance Specialist
Silverleaf Resorts
Arlington, TX
03.2012 - 06.2014
- Monitored QA procedures adherence of employees; notified personnel of non-compliance issues
- Directed diverse needs for clients via phone, in-person, and email channels
- Operated a multi-line telephone system to handle a high volume of daily calls to the office regarding Timeshare appointment visits, order status, and management directory
Education
High School Diploma -
Ennis High School
Ennis, TXSkills
- Team Management Experience
- Salesforce and HubSpot
- Proficient in Excel & Word
- Reports Documentation
- Omni-Channel Campaigns
- Employee Relations
- Quality Assurance Controls
- Database Research
- Analytical Thinking
- Relationship Building
- Complex Product Knowledge
- Adobe Lightroom, Photoshop, and Illustrator
Timeline
Customer Experience Professional
Vyve Broadband
04.2015 - Current
Technical Support Representative
Intuit Lacerte Tax
11.2014 - 11.2015
Quality Assurance Specialist
Silverleaf Resorts
03.2012 - 06.2014
High School Diploma -
Ennis High School