Angel Martinez
Mission,TX
Summary
; Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
; Quality-driven Business management with 2 years of comprehensive experience working with teammates to support accounting functions. Accurately inputs data and records day-to-day transactions. Solid understanding of basic bookkeeping and accounts payable and receivable.
; Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Maximus
Mission, TX
01.2021 - 01.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Business Management
Guidance Charge Management
Mission, TX
06.2023 - Current
- Developed key performance indicators to track and monitor business operations.
- Analyzed financial data to identify trends, problems, and opportunities for improvement.
- Coordinated with stakeholders to develop effective strategies for improving operational efficiency.
- Conducted market research to analyze customer needs and preferences.
- Evaluated existing processes and identified areas of improvement.
- Conducted record searches and coordinated with other units on procedural problems involving complex cases.
- Developed management structure plans, shaping hiring and recruitment by illustrating necessary skills and competencies for each employment level.
- Designed employee evaluation programs and integrated reward programs and negative outcome responses.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted with customer requests and answered questions to improve satisfaction.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Exceeded customer satisfaction by finding creative solutions to problems.
Education
High School Diploma -
South Texas College
Mcallen, TXSome College (No Degree) - Computer Science And Programming
South Texas College
Mcallen, TXSkills
- Paperwork Processing
- Tax Preparation
- Revenue Tracking
- Strategic Planning
- File Management
- Recordkeeping Skills
- Data Analysis
- Budget Forecasting
- Invoicing and Billing
- Bookkeeping Operations
- Customer Service
- Financial Planning
- Understanding Customer Needs
- Issue and Complaint Resolution
- Sales Expertise
- Computer Skills
- English and Spanish Fluency
- Operating Systems
- Coding Understanding
- Advanced Troubleshooting
Timeline
Business Management
Guidance Charge Management
06.2023 - Current
Customer Service Representative
Maximus
01.2021 - 01.2023
High School Diploma -
South Texas College
Some College (No Degree) - Computer Science And Programming
South Texas College