Alisha Martinez
San jose,California
Summary
Dynamic customer service professional with extensive experience at Best Western Hotels & Resorts, excelling in complaint resolution and team development. Proven ability to enhance customer satisfaction through effective communication and problem-solving skills, achieving significant improvements in service delivery and operational efficiency. Committed to fostering positive client relationships and driving team success.
Overview
14
14
years of professional experience
Work History
Call Center Agent
Termite Pest Control
09.2017 - 08.2021
- Handled customer inquiries and resolved issues efficiently.
- Assisted in scheduling pest control appointments for clients.
- Provided accurate information on services and pricing to customers.
- Maintained detailed records of customer interactions and transactions.
- Adapted quickly to new software systems for tracking service requests.
- Collaborated with team members to improve response times and service quality.
- Implemented feedback mechanisms to enhance customer satisfaction levels.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
Best Western Hotels & Resorts
08.2013 - 09.2017
- Responded to customer inquiries by phone and email, ensuring efficient and correct information delivery.
- Assisted guests with reservations, providing information on room options and amenities.
- Resolved customer complaints effectively, enhancing overall guest satisfaction levels.
- Maintained knowledge of hotel policies and services to provide accurate guidance to customers.
- Documented guest feedback to identify trends and improve service delivery continuously.
- Trained new staff in customer service protocols, fostering a supportive learning environment.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Front End Manager
Walmart
07.2007 - 07.2011
- Supervised front-end operations to ensure efficient customer service and smooth transaction processes.
- Trained and mentored staff on register systems and customer interaction best practices.
- Resolved customer inquiries and complaints promptly, enhancing overall satisfaction rates.
- Coordinated scheduling for front-end associates to meet peak operational demands effectively.
- Monitored cash handling procedures to maintain accuracy and compliance with corporate policies.
- Enhanced checkout efficiency through process improvements and staff training initiatives.
- Oversaw cash handling procedures, minimizing discrepancies in end-of-day reports through diligent monitoring of transactions.
- Monitored cash drawers in Number checkout stations to verify adequate cash supply.
- Maintained strong customer relations and effective customer service standards.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Resolved customer complaints promptly, reinforcing the company''s commitment to exceptional service standards.
- Promoted from cashier to front end manager within two years, demonstrating rapid growth in leadership abilities and operational knowledge.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Enhanced customer satisfaction by streamlining front-end operations and implementing efficient check-out procedures.
- Reduced wait times for customers by optimizing staff scheduling and improving employee productivity.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Established strong partnerships with store management team, working closely to plan and execute seasonal promotions that exceeded sales targets.
- Worked with security staff and law enforcement on shoplifting and vandalism response.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Education
Associate of Science - MOA
Heald College
CA04.2007
Skills
- Call center operations
- Customer communications
- Payment processing
- Team development
- Data entry
- Appointment setting
- Problem-solving skills
- Documentation and reporting
- Issue resolution
- Answering questions
- Interpersonal skills
- Quality assurance
- Resolving issues
- Gathering information
- System documentation
- Account updating
- Performance monitoring
- Training experience
- Training and mentoring
- Customer education
- Report preparation
- Product recommendations
- Call handling
- Goal orientation
- Professional phone voice
- Inbound call reception
- Call control skills
- Quality assurance optimization
- Customer support
- Communicating with clients
- Call center customer service
- Complaint resolution
- Inbound phone calls
- Verbal and written communication
- Customer service
Timeline
Call Center Agent
Termite Pest Control
09.2017 - 08.2021
Customer Service Representative
Best Western Hotels & Resorts
08.2013 - 09.2017
Front End Manager
Walmart
07.2007 - 07.2011
Associate of Science - MOA
Heald College