Amanda Martinez
Houston,TX
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Overview
8
8
years of professional experience
Work History
Uber Partner
Uber, Lyft
05.2018 - Current
- Cleaned and sanitized rideshare vehicle to avoid germ and infection spread
- Cleaned and sanitized rideshare vehicle to avoid germ and infection spread.
- Picked up riders at designated locations and greeted upon vehicle entry.
- Placed safety as top priority for rides and followed community guidelines for engaging emergency personnel.
- Used GPS to determine fastest route to destinations in order to save riders money and maximize availability.
- Achieved high customer ratings on post-trip surveys for timeliness, vehicle cleanliness, and customer service.
- Built and maintained positive relationships with passengers by providing friendly and professional service.
- Followed company guidelines and policies when interacting with passengers.
- Adhered to all safety regulations and traffic laws while driving.
- Responded to passenger concerns and complaints politely and professionally.
- Completed daily vehicle maintenance and repair to guarantee dependable and safe ride.
- Monitored traffic patterns and adjusted routes to minimize travel time.
- Assisted passengers with loading and unloading luggage for enhanced customer care.
- Delivered passengers to destinations safely and on time.
- Followed applicable traffic regulations and traffic laws.
- Developed deep knowledge of local routes and area destinations.
- Remained calm and poised in emergent situations.
- Observed city, street and highway driving regulations and took necessary driving precautions when transporting customers.
- Communicated with passengers regarding estimated time of arrival.
- Helped passengers with luggage, collected fares and politely answered questions.
- Checked condition of vehicle's tires, brakes and safety equipment to maintain systems in working order.
- Maintained excellent condition of vehicles through re-fueling, cleaning and repairing.
- Pointed out landmarks and other points of interest to passengers.
- Observed passengers during journey and reported any suspicious behavior.
- Placed safety as top priority for rides and followed community guidelines for engaging emergency personnel
- Adhered to all safety regulations and traffic laws while driving
Bilingual Customer Service Representative
Anthem BCBS
11.2020 - 02.2023
- Assisted over 50 calls per day.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided language translation services for customer service inquiries.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Utilized Spanish proficiency to build relationships with Spanish-speaking customers.
- Met customer service objectives by providing superior customer service to English and Spanish-speaking customers.
- Met all call quality standards and daily quotas for first-call resolution.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Documented customer service policies, scripts and procedures in English and Spanish.
- Developed deep understanding of customer service principles and customer service best practices.
- Helped improve customer satisfaction by translating customer paperwork and company documentation.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish
- Assisted customers with Spanish-language inquiries in a timely and professional manner
Office Manager
Thomasol Group ( Non emergency transportation)
Houston, Tx
04.2018 - 03.2022
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Organized and detail-oriented with a strong work ethic.
- Developed and maintained courteous and effective working relationships.
- Identified issues, analyzed information and provided solutions to problems.
Administrative Assistant
Relief Network Ministries
02.2015 - 09.2019
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Created and maintained databases to track and record customer data.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Assisted development and implementation of new administrative procedures.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Developed strategies to streamline and improve office procedures.
- Processed customer orders accurately and within agreed timeframes to meet service standards.
- Drafted correspondence and other documents for CEO and department heads in company's voice.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Volunteered to help with special projects of varying degrees of complexity.
- Liaised between clients and vendors and maintained effective lines of communication.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Transcribed and organized information to assist in preparing speeches and presentations.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Scheduled office meetings and client appointments for staff teams
- Executed record filing system to improve document organization and management
Bilingual Lab Technician
Quest Diagnostics
06.2015 - 03.2018
- Assisted 40-50 patients per day.
- Maintained safe, tidy and organized laboratory environment for accurate test results.
- Maintained documentation on tests performed in lab.
- Monitored testing procedures to meet criteria and maintain quality control.
- Inspected laboratory equipment to maintain good working condition for optimal results.
- Trained new laboratory personnel to apply proper laboratory techniques and best practices.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Oversaw items in inventory and reordered before supplies diminished.
- Prepared samples for shipping and disposed of bodily fluids in proper containers.
- Processed patient specimens according to priority and documented results.
- Adhered to laboratory safety procedures to maintain compliance with quality control standards.
- Prepared samples for analysis by performing complex sample preparation tasks.
- Troubleshot and resolved equipment and process issues.
- Monitored and documented safety standards to verify compliance.
- Participated in lab meetings and project presentations.
- Trained and supervised junior technicians in laboratory protocols.
- Provided support and guidance to junior lab staff.
- Set and oversaw quality assurance guidelines for laboratory work.
- Collected specimen according to Physician orders.
- Communicated with Physician's regarding orders requested.
Education
GED -
College of The Mainland
Texas City, TX05.2010
Skills
- Administrative Support
- Project Management
- Sorting and Labeling
- Training and Development
- Customer Relations
Timeline
Bilingual Customer Service Representative
Anthem BCBS
11.2020 - 02.2023
Uber Partner
Uber, Lyft
05.2018 - Current
Office Manager
Thomasol Group ( Non emergency transportation)
04.2018 - 03.2022
Bilingual Lab Technician
Quest Diagnostics
06.2015 - 03.2018
Administrative Assistant
Relief Network Ministries
02.2015 - 09.2019
GED -
College of The Mainland