Angelina Martinez

• Greeted all walk-ins.
• Signed off for packages, maintenance workers and interview check-ins as well as commercial solicitors.
• Processed walk-in purchases of product as well as customer pick-ups, and email orders.
• Checked stock for customers and co-workers.
• Cancelled and edited orders.
• Reported necessary stock replenishment when low stock is confirmed during orders.
• Maintained sign in sheet and log ins.
• Also maintained detailed cashier log for all orders by end of each working day with the use of Excel.

• Provided general information for the public in regards in the application process for passports.
• Checked status on existing passport applications.
• Provided updates and guidance on application holds.
• Scheduled, rescheduled and cancelled agency appointments.
• Determined if applicants qualified for an appointment. Advised on which forms and documentation should be submitted for application.
• Guided callers in the navigation of official state website.
• Provided referrals to U.S. Customer and Border protection, Vital records, U.S. Embassy & Consulate etc.

• Scheduled estimates for a wide range of various services (plumbing, HVAC, electric, handyman, window board etc.)
• Obtained bids and determined if amounts were appropriate and within budget for approval.
• Negotiated costs of proposals to meet shop budgets.
• Assured that hired technicians were on site for scheduled check-ins and check-outs on job sites to secure job completions.
• Created and submitted work orders and dispatched hired technicians once the work order was agreed upon.
• Assured work orders are closed out properly including the following:
• Signed work order, photos (before and after), payment, and sign off by store manager and confirmation by phone call with store district manager.

• Processed orders, cancellations, returns and exchanges.
• Provided estimated shipping arrival times and updates on back orders.
• Transferred calls, identified products for customers.
• Provided owner’s manuals and diagrams via email with product specifications and images.
• Processed quotes and sourcing quotes and converted quotes to orders.
• Took payments for invoices, outstanding balances, and updated choice of payment.
• Sent invoices, packing slips, proof of purchase, and required certificates.
• Made profile changes for accounts and processed new account forms.

• Answered inbound calls for class member on inquiries pertaining to a class action lawsuit settlement with BCBS

▪ Transferred calls on escalations to leads and supervisors for answers to questions not provided in FAQ database

• Maintained metrix for quality call control
• Followed script protocol on all calls

▪ Made outbound sales calls to gain business with shippers

▪ Assisted with recommendation of services according to their shipping needs

▪ Processed discount pricing to be added to their accounts

▪ Determined eligibility for a logistic specialist that is dependent upon their shipping volume

▪ Maintained quota of dialed calls, sales, and customer contact per work day

▪ Processed orders for supplies such as labels, boxes and envelopes when requested by shipper

▪ Maintained retention of shippers

▪ Assisted applicants with inquiries regarding our student loan repayment program and scholarship program

▪ Helped participants understand their service obligation requirements and breach of contract penalties

▪ Determined which programs applicants are eligible for and which employment sites are approved for the program they are applying for

▪ Assisted in application questions, resolved error message issues, and helped applicants with uploading required documents on to their applications

▪ Directed participants to their assigned analysts for assistance with their site transfers and service continuance

▪ Answered and resolved inbound phone calls regarding billing issues, promotional deals, and some technical support for new and existing customers

▪ Demonstrated soft skills and critical thinking when determining resolutions for escalated customers

▪ Documented all call information and escalated issues appropriately to analysts and second tier technical support to better serve callers

▪ Maintained a high , quality assurance average for always providing exceptional customer service

▪ Answered inbound and outbound calls for cancellations and transfers of contracts

▪ Provided assistance to mailroom by sending and receiving packages for the cancellation department

▪ Scanned and indexed contracts to add new documents to existing accounts

▪ Filled in for reception desk, answered inbound calls for phone board, checked in visitors and clients and accepted deliveries

• Maintained a high quality assurance average for always providing exceptional customer service skills

▪ Maintaining customer satisfaction by assisting the customers with their needs and inquiries about product information

▪ Assisted reception desk with faxing forms and transferring calls to specific departments

▪ Demonstrated soft skills and critical thinking when determining final decisions for escalated guests

▪ Aided with basic troubleshooting for technical errors on customer websites

▪ Labeled and mailed out postcards for customers’ business advertisement

▪ Ensured website completion is well timed and satisfactory

▪ Processed and scheduled appointments for the inbound customer contacts

▪ Made outbound appointment confirmation calls for customers

▪ Dispatched technicians, according to availability, ensuring timely arrival to customer homes

▪ Assisted reception desk with faxing forms and transferring calls to specific departments

▪ Routed the scheduled appointments to correct technicians per location of route

• Maintained a high quality assurance average for always providing exceptional customer service skills

▪ Maintaining customer satisfaction by assisting the customers with their needs and inquiries about product information

▪ Assisted reception desk with faxing forms and transferring calls to specific departments

▪ Demonstrated soft skills and critical thinking when determining final decisions for escalated guests

▪ Aided with basic troubleshooting for technical errors on customer websites

▪ Labeled and mailed out postcards for customers’ advertisement

▪ Ensured website completion is well timed and satisfactory