Angelica Marti
Orlando,FL
Summary
Highly motivated and experienced customer service representative with a proven track record of effectively managing multiple customer requests, including handling direct and escalated customer requirements. Possesses excellent research, communication, and problem-solving skills, enabling top-notch service to customers. Committed to driving productivity through strong analytical and management abilities. Known for dedication and punctuality, actively seeking employment opportunities where commitment to delivering exceptional customer service and maintaining a positive attitude can make a significant impact.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Key Holder
Parfum Europa
11.2022 - Current
- Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
Lead Customer Service Agent
Alorica
10.2021 - 11.2022
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Escalated issues to correct individuals when typical procedures did not achieve resolution.
- Trained new employees on company customer service policies and service level standards.
Patient Representative
Sun River Health Care
01.2018 - 01.2021
- Spoke to patients upon arrival to determine if personal data or insurance information had changed.
- Scheduled appointments and sent out appointment reminders to patients for upcoming office visits.
- Promoted patient data confidentiality by following strict rules and regulations endorsed by facility.
- Informed patients of delays and approximate wait times upon arrival for appointments.
- Supervised patient flow by checking in patients immediately upon arrival.
Front Desk Agent
Royal Regency Hotel
01.2016 - 01.2018
- Handled payment processing and provided customers with receipts and proper bills and change.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Posted charges, updated accounts and issued bills to departing guests.
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
- Offered dining information and helped guests organize local activities to enhance stay.
Education
GED -
Ocean County College
Toms River, NJ06.2016
Skills
- Call Management
- Fast Learner
- Account Management
- Complaint Resolution
Certification
New York Life insurance agent/broker
Languages
Spanish
Native or Bilingual
Timeline
Key Holder
Parfum Europa
11.2022 - Current
Lead Customer Service Agent
Alorica
10.2021 - 11.2022
Patient Representative
Sun River Health Care
01.2018 - 01.2021
Front Desk Agent
Royal Regency Hotel
01.2016 - 01.2018
GED -
Ocean County College
New York Life insurance agent/broker
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