Angela Martinez
Customer Service
Albuquerque,NM
Summary
- Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
- Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
- Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
Work History
Server /Cashier
Isleta Casino & Resort
11.2017 - 06.2019
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Dispatcher
Select Staffing
11.2017 - 06.2019
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Directed dispatching, routing, and tracking of [Number] fleet vehicles.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Answered phone calls and responded to customer emails.
Customer Service Specialist
Foundever
09.2023 - 09.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Phone Operator
Medical & Commercial Communications
10.2022 - 05.2023
- Pleasantly greeted all callers and asked how to be of assistance.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Answered average of 150 calls per day and directed to appropriate departments and personnel.
- Connected callers with appropriate professional, department, or business.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
Quality Advisor
Accenture
08.2022 - 10.2022
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Developed and implemented quality assurance improvements.
- Evaluated quality problems and performed assessments to identify and resolve issues.
- Improved quality processes for increased efficiency and effectiveness.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Performed root cause analysis on non-compliant parts.
Customer Service Representative
Teleperformance USA
01.2022 - 01.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Customer Service
Caption Call
08.2020 - 12.2021
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided primary customer support to internal and external customers.
- Processed customer service orders promptly to increase customer satisfaction.
Appointment Scheduling Specialist
Aston Carter
08.2021 - 09.2021
- Answered phone calls and answered questions from potential customers.
- Acted as first point of contact and set appointments for prospective clients.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Voter Registrar
ATA Services
03.2019 - 01.2020
- Greeted every guest with personable approach and provided knowledgeable service.
- Organized, reviewed, and filed paperwork for secure recordkeeping.
- Verified paperwork accuracy and checked for completion prior to processing.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Updated computer system with latest information to keep records current and accurate.
- Coordinated orientations, registration sessions and social events for new students.
Education
No Degree - Computer And Information Sciences
Capella University
Minneapolis, MN09.2026
High School Diploma -
West Mesa High School
Albuquerque, NM05.1994
Skills
- Adobe Dreamweaver
- Data Evaluation
- Valid Driver's License
- Process Optimization
- Customer Service and Assistance
- Effective Written and Verbal Communication
- Call Centers
- Customer Service
- Customer Relations
- Microsoft Office
- High-Volume Call Environments
- Telephone Etiquette
- Problem Resolution
- Schedule Mastery
- Benefits Explanations
- Excellent Written and Oral Communication
- Understanding Customer Needs
- Online Chat
- Trained in Salesforce
- Call Volume and Quality Metrics
- Ability to Work Independently
- Cash Counting
- Issue and Complaint Resolution
- Portal Systems
- Team Meetings
Timeline
Customer Service Specialist
Foundever
09.2023 - 09.2023
Phone Operator
Medical & Commercial Communications
10.2022 - 05.2023
Quality Advisor
Accenture
08.2022 - 10.2022
Customer Service Representative
Teleperformance USA
01.2022 - 01.2022
Appointment Scheduling Specialist
Aston Carter
08.2021 - 09.2021
Customer Service
Caption Call
08.2020 - 12.2021
Voter Registrar
ATA Services
03.2019 - 01.2020
Server /Cashier
Isleta Casino & Resort
11.2017 - 06.2019
Dispatcher
Select Staffing
11.2017 - 06.2019
No Degree - Computer And Information Sciences
Capella University
High School Diploma -
West Mesa High School