ANDREA Martinez
Austin,TX
Summary
Motivated Customer Service Professional with over 15 years of experience. Extensive experience in engaging with customers to provide excellent service that impacts their lives, increasing operational efficiencies, solving complex problems, and managing confidential information. Substantial experience in customer relations through researching, planning and organizing customer requests. Enhancing performance metrics by training and identifying improvement strategies.
Diligent [Desired Position] with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
AppleOne
11.2023 - Current
- Primary point of contact for Austin Energy customers, answering questions and addressing concerns about their accounts.
- Utilize Customer Information Systems (CIS) and related software to access, input, and manage data.
- Ensure accuracy in data entry, account updates, and billing processes.
- Handle tasks such as setting up new services, updating account information, and discontinuing services.
- Accurately record details of all customer interactions, and any actions taken to resolve issues.
- Provide accurate details on utility bills, explain charges, and investigate billing discrepancies.
- Research and resolve customer inquiries related to service interruptions, billing errors, or other utility-related issues.
- Determine eligibility, arrange payment extensions, or alternative payment plans for customers facing financial hardship.
- Educate customers on utility rates, programs such as budget billing, and financial assistance resources, including eligibility criteria and how to navigate the company’s website.
- Generate and coordinate work orders for service connections, disconnections, and meter reading adjustments.
- Use various communication channels, including phone, email, and chat, to interact with other City of Austin departments.
- Remain calm and professional when dealing with difficult or upset customers, showing tact.
- Coordinating with leadership to resolve elevated customer issues and provide follow-up information as requested.
- Take calls related to service disruptions, such as power or water outages, and provide status updates to affected customers.
- Strive to meet goals related to call handling time, first-call resolution, and customer satisfaction.
Customer Service Retention Specialist
Charter Communications
Austin, TX
06.2022 - 04.2023
- Direct inbound residential calls, for existing customers who are no longer interested in Spectrum’s products.
- Work with customers considering downgrading or disconnecting of services and finding solutions to retain their business.
- Increase revenue from existing customers by adding additional services.
- Maintain knowledge of Spectrum’s wide range of products and services, including competitor services.
- Collaborate with management to address and resolve customer escalations.
- Guide customers through billing questions and account management changes.
- Accurately process sales orders and account updates within Spectrum’s billing and ordering systems.
- Handling confidential information with discretion to process customer payments for disconnect services.
Customer Service Manager
Menchie’s Frozen Yogurt
Austin, TX
08.2020 - 08.2023
- Leading team members to achieve customer satisfaction by delivering exceptional hospitality.
- Supervise team member activities to guarantee efficient workflow company policies.
- Engage with customers, build relationships with regulars, and proactively identify their needs.
- Conduct interviews and assist in the hiring process for new team members.
- Train team members to enhance their customer service performance and growth.
- Provide coaching and feedback to team members as needed.
- Ensuring kitchen operations including food preparation, presentation, and quality meet high standards.
- Verify compliance with health and safety regulations by maintaining cleanliness in the establishment.
- Working with owners to ensure that appropriate products and/or technology processes are established.
- Performing a variety of clerical duties including filing, copying, organizing documentation, and reviewing of reports.
- Purchasing goods and maintaining adequate product inventory.
- Manage the store’s budget, track daily sales, and oversee payroll to control costs.
- Report sales results and overall productivity to ownership or corporate management.
- Maintain a communicative relationship with Menchie’s Corporate Office to boost incentives, and marketing outreach.
- On-Call to cover shifts, for last-minute absences, when needed.
- Oversaw daily operations to ensure exceptional customer service and store efficiency.
- Implemented inventory management practices to reduce waste and optimize stock levels.
- Trained and mentored staff, fostering a collaborative team environment.
- Managed inbound calls, ensuring customer satisfaction and issue resolution.
Customer Service Team Member
McDonald's
Austin, TX
05.2018 - 06.2020
- Delivered exceptional customer service in fast-paced environment.
- Managed order accuracy and ensured timely food preparation.
- Trained new team members on operational procedures and customer interaction.
- Resolved customer complaints efficiently to enhance satisfaction levels.
- Collaborated with kitchen staff to streamline food assembly processes.
- Implemented best practices for cleanliness and safety standards in dining area.
- Maintained thorough knowledge of products and services to provide accurate information to customers, increasing trust in the brand.
- Increased sales by offering relevant product recommendations based on customers'' needs and preferences.
- Responded to customer requests for products, services, and company information.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Increased efficiency and team productivity by promoting operational best practices.
Customer Service Representative
E Communication Advantage
Austin, TX
10.2017 - 01.2018
- Managed high-volume inbound calls, ensuring efficient resolution of customer inquiries and concerns.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Maintained extensive knowledge of products and services to provide accurate information to clients.
- Streamlined service processes, enhancing overall customer satisfaction and efficiency.
- Trained new team members on company policies and customer service best practices.
- Collaborated with cross-functional teams to streamline communication processes, improving overall operational efficiency.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Representative
Verts
Austin
07.2017 - 09.2017
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to address customer feedback and implement improvements.
- Managed high-volume calls while ensuring quality standards were consistently met or exceeded.
- Collaborated with team members to optimize daily workflow and enhance service efficiency.
- Ensured compliance with safety and cleanliness standards in high-traffic areas.
- Managed inventory levels, coordinating restocking efforts to meet customer demand.
- Contributed to team success by completing jobs quickly and accurately.
- Maintained accurate cash drawer balances through diligent record-keeping practices.
- Completed accurate order entry and data verification.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Answered inbound telephone calls from interested customers to persuasively discuss offerings.
- Troubleshot problems for callers and helped independently resolve common issues.
- Exceeded monthly sales targets consistently by implementing strategic selling techniques.
- Upsold products and services strategically, increasing average transaction value and revenue generation.
Customer Service Team Member
Messhall Cafe-Mark Russell
Austin, TX
11.2016 - 07.2017
- Assisted in inventory management, ensuring stock availability during peak hours.
- Developed promotional strategies to increase sales during high-traffic periods.
- Enhanced customer satisfaction by resolving product and service issues promptly and efficiently.
- Mentored new hires by sharing best practices and experiences which resulted in faster onboarding and increased confidence in handling customer interactions.
- Welcomed customers with friendly demeanor, enhancing overall shopping experience.
- Implemented feedback mechanisms to gather customer insights and improve service quality.
- Increased overall customer experience by offering helpful suggestions and product recommendations.
- Managed customer inquiries, directing them to appropriate departments or staff members for further help.
- Demonstrated strong communication skills while answering questions about various products or services available instore.
- Maintained up-to-date knowledge on store policies, procedures, products, and services to provide accurate information to guests.
- Handled customer complaints professionally, resolving issues in a timely manner to maintain satisfaction levels.
- Developed scripts to enhance communication efficiency and customer engagement.
- Analyzed call data to identify trends and recommend service improvements.
- Achieved higher first-call resolution rates by listening attentively to customer concerns and addressing them promptly.
- Collaborated with team members to identify areas for improvement in customer service delivery.
- Implemented process improvements resulting in increased accuracy of verification outcomes.
Customer Service Sales Representative
Phoenix Kafay
Austin, TX
01.2014 - 05.2016
- Managed customer inquiries and resolved issues to enhance satisfaction and loyalty.
- Developed product knowledge to effectively recommend solutions tailored to customer needs.
- Trained new representatives on company policies and sales techniques to ensure consistent service quality.
- Implemented feedback mechanisms for continuous improvement of customer interactions and service delivery.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Customer Service Representative
Mane Image
Austin, TX
03.2011 - 09.2011
- Developed training materials based on observed best practices for continuous team improvement.
- Led initiatives to enhance service workflows, resulting in improved response times and resolution rates.
- 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.
Education
Certificate - Computer Information Technology, Local Area Network Systems - Network Administration
Austin Community College
01-2021
Certificate - High School Equivalency
Austin Community College
Skills
- Personalized Customer Service
- Computer Proficiency
- Complaint resolution
- Effective Communication
- Problem Solving
- Computer proficiency
- Ability to Work Under Pressure
- Time Management
- Critical thinking
- Call center experience
- Data entry
- Dispute resolution
- Multi-Tasking
- Research
- Adaptability
- Attention to Detail & Organization
- Managing Confidential Information
- Windows Office Suite, Windows OS, AE Intranet, Workday, VMware, ADMS, MDMS, SPMR, Water Advanced Metering Infrastructure, Tivoli, Adobe Acrobat Professional, Genesys
Timeline
Customer Service Representative
AppleOne
11.2023 - Current
Customer Service Retention Specialist
Charter Communications
06.2022 - 04.2023
Customer Service Manager
Menchie’s Frozen Yogurt
08.2020 - 08.2023
Customer Service Team Member
McDonald's
05.2018 - 06.2020
Customer Service Representative
E Communication Advantage
10.2017 - 01.2018
Customer Service Representative
Verts
07.2017 - 09.2017
Customer Service Team Member
Messhall Cafe-Mark Russell
11.2016 - 07.2017
Customer Service Sales Representative
Phoenix Kafay
01.2014 - 05.2016
Customer Service Representative
Mane Image
03.2011 - 09.2011
Certificate - High School Equivalency
Austin Community College
Certificate - Computer Information Technology, Local Area Network Systems - Network Administration
Austin Community College