Angela Martinez
Dallas ,TX
Summary
Proven track record in enhancing customer satisfaction and streamlining operations, evidenced during my tenure at Republic Services. Adept at problem-solving and utilizing advanced computer skills, I excel in high-pressure environments, consistently delivering exceptional service. collaborative approach and effective communication have significantly improved team productivity and client relations. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
11
11
years of professional experience
Work History
CRC
Republic Services
05.2020 - 10.2024
- 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.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Paid attention to detail while completing assignments.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed and maintained courteous and effective working relationships.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
Customer Service Representative
Careington Health Care Discount Plans/ Call Center
01.2014 - 03.2020
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions. call
- Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
- Supported peers through knowledge sharing, collaboration efforts resulting in an enhanced team dynamic and heightened productivity levels.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Contributed to a positive work environment by actively participating in team meetings and sharing ideas for improvement.
- Provided product knowledge assistance to customers, guiding them towards informed purchasing decisions based on their specific needs.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Adhered to company guidelines and protocols while representing the brand professionally during all interactions with customers.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Promptly responded to inquiries and requests from prospective customers.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Cross-trained and backed up other customer service managers.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
Associate of Science -
El Centro College
Dallas, TX04-1998
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Flexible and Adaptable
- Dependable and Responsible
- Excellent Communication
- Critical Thinking
- Multitasking Abilities
- Calm Under Pressure
- Active Listening
- Organization and Time Management
- Verbal Communication
- Problem Resolution
- Decision-Making
- Computer Skills
- Organizational Skills
Timeline
CRC
Republic Services
05.2020 - 10.2024
Customer Service Representative
Careington Health Care Discount Plans/ Call Center
01.2014 - 03.2020
Associate of Science -
El Centro College