Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Amy Martinez

Senior SSR
Rio Rancho,NM

Summary

Dynamic Senior Customer Service Representative with a proven track record at Safelite Solutions, and Retail(Call Center)excelling in Sales, problem-solving and communication. Recognized for mentoring peers and enhancing customer satisfaction ratings through effective strategies. Trained in three differnt departments while at Safelite, always willing to learn and develop. Adept at multitasking and maintaining attention to detail, consistently achieving performance targets while fostering teamwork and collaboration.

Overview

20
20
years of professional experience
3
3

Senior SSR, Senior CSR, FNOL

Work History

Senior SSR Representive

Safelite Call Center
09.2024 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.

Senior Customer Service Representative

Safelite Solutions
01.2018 - 09.2024
  • Mentored new customer service representatives to enhance team performance and efficiency.
  • Resolved complex customer inquiries, improving satisfaction ratings through effective communication strategies.
  • Led initiatives to optimize workflow processes, resulting in improved operational efficiencies and reduced escalations.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
  • Mentored junior team members, contributing to their professional development and overall team success.
  • Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
  • Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
  • Processed, scheduled and executed customer orders for new and established customers.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Responded proactively and positively to rapid change.

Claims Representative FNOL

Safelite Solutions
11.2017 - 01.2021
  • Managed claims processing workflows to ensure timely resolution and customer satisfaction.
  • Analyzed claim submissions for accuracy, completeness, and compliance with policies.
  • Collaborated with cross-functional teams to resolve complex claims issues effectively.
  • Educated clients on policy coverage and claims procedures, enhancing understanding and trust.
  • Worked productively in fast-moving work environment to process large volumes of claims.
  • Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
  • Developed strong relationships with clients, facilitating trust and open communication during the claims process.
  • Minimized financial losses by identifying fraudulent claims through thorough analysis and investigation.
  • Collaborated with cross-functional teams to expedite complex claims investigations and resolutions.
  • Developed in-depth understanding of insurance policies and procedures.
  • Enhanced client satisfaction by efficiently processing claims within designated time frames.
  • Achieved high levels of accuracy in claim assessment, minimizing company's exposure to risk.
  • Fostered positive relationships with policyholders, contributing to higher retention rates.

IT Specialist

Convergys
08.2016 - 02.2017
  • Managed IT support tickets, ensuring timely resolution of technical issues.
  • Implemented system upgrades, enhancing overall network performance and reliability.
  • Developed and maintained documentation for IT processes and procedures.
  • Collaborated with cross-functional teams to identify and resolve system vulnerabilities.
  • Troubleshot hardware and software issues, providing timely resolutions to minimize downtime.
  • Provided exceptional customer service by promptly addressing problems reported by endusers.

Transportation Specialist

Telluride Express
01.2013 - 09.2015
  • Managed transportation logistics to optimize delivery schedules and reduce operational delays.
  • Coordinated with cross-functional teams to streamline supply chain processes and enhance communication.
  • Implemented route optimization strategies, improving efficiency in freight movement across regions.
  • Analyzed transportation data to identify trends, ensuring compliance with regulatory requirements.
  • Oversaw vendor relationships, negotiating contracts to improve service levels and cost-effectiveness.
  • Mentored junior staff, fostering professional development and ensuring adherence to best practices in logistics management.
  • Ensured timely deliveries by closely monitoring performance metrics and addressing potential issues promptly.
  • Coordinated schedules and communicated changes to customers.
  • Developed strong relationships with vendors and clients, resulting in increased business opportunities.
  • Improved customer satisfaction rates by proactively addressing inquiries and resolving issues quickly.

Education

Associate of Applied Science - Social Work

Central New Mexico Community College
Albuquerque, NM
08-2002

Skills

  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking Abilities
  • Excellent communication
  • Critical thinking
  • Computer skills
  • Calm under pressure
  • Active listening

Accomplishments

Have been recognized for performance awards

Lots Program winner mutiple times

  • Ranked #1 in call center for appointment rate in retail since January 2025
  • compliment calls for world class customer service

Certification

  • Develop a Leadership Mindset Training - 07/25/2023
  • Communications Skills (Mind Channel) 07/25/2023
  • Communications Skills part Part#1 08/18/2023
  • Communications Skills part Part#2 07/25/2023
  • Coaching and Mentoring: Coaching Peers 07/11/2023
  • Coaching and Mentoring: Mentoring Peers )7/11/2023
  • Preparing for Coaching )7/11/2023
  • Being a New Leader 07/25/2023
  • Leadership Fundamentals 08/11/2023

Timeline

Senior SSR Representive

Safelite Call Center
09.2024 - Current

Senior Customer Service Representative

Safelite Solutions
01.2018 - 09.2024

Claims Representative FNOL

Safelite Solutions
11.2017 - 01.2021

IT Specialist

Convergys
08.2016 - 02.2017

Transportation Specialist

Telluride Express
01.2013 - 09.2015

Associate of Applied Science - Social Work

Central New Mexico Community College

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Amy MartinezSenior SSR