April Y. Martinez
Ennis,TX
Summary
- Able to work efficiently despite time constraints while focused on maximizing customer satisfaction and providing an industry-leading experience to customers.
- Fast learner and willing to take on any challenge
- Excellent communication and organizational skills
- Computer literate/Microsoft
- Detail-oriented Customer Service Agent with over twenty years of hands-on experience in diverse call center settings.
- Customer-focused individual proficient in managing both inbound and outbound calls.
Overview
19
19
years of professional experience
Work History
Customer Service Agent
Teleperformance USA
Ennis, TX
07.2021 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Documented conversations with customers to track requests, problems and solutions.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Managed high-volume of inbound customer calls.
- Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
Manager/Leasing Agent
Buckner Town View Apts
Dallas, Texas
12.2020 - 01.2021
- Collected, posted, and deposited rent payments via rent manager Scanned and uploaded payments Screened prospective tenant's and applications to ensure required eligibility is met Rented units, issued necessary notices in a timely manner Filed evictions/represented owner for eviction hearings Created, issued, and supervised completion of work orders Ordered maintenance materials Knowledge of all Microsoft applications.
Head of Maintenance/CSR
Exxon/Tigermart 11
Ennis, TX
07.2019 - 12.2020
- Organized effective work schedules Maintained the cleaning supplies necessary to meet expected work demands Education Inspected completed work to assess the quality of each team member's performance Conducted in-service training and orientation for new employees Product ordering and reviewing incoming orders Kept records of work assignments, documented personnel actions, and issued periodic reports Trained staff how to safely and accurately use and maintain all equipment Complied with corporate required purchasing policies and controls for outside vendor services.
Server/Cashier
Bubbas BBQ and Steakhouse
Ennis, TX
09.2012 - 07.2019
- Gave excellent full customer service Received and entered customer orders Collected Payments Observed and identified customer concerns and needs as well as resolve any concerns.
Office/Warehouse Manager
ABD Auto Parts
Dallas, Texas
02.2010 - 05.2012
- Managed customer accounts issuing monthly and quarterly statements and credits Dispatched drivers for customer deliveries and pickups Accounts Payable/Accounts Receivable Reconciliation Events organization and planning Warehouse inventory maintenance Counted stock and entered data in computer database monthly Coordinated and distributed back orders to meet customer needs Continuously classified and filed records to keep the system efficient and all information organized Consulted with customers to understand their desires and suggest the best products to meet their needs.
Manager/Leasing Agent
Casaview, Plano Park Apartments
Dallas, Texas
03.2005 - 08.2009
- Provided professional and pleasant experience to potential tenants Managed concerns/issues of current tenants Collected and recorded rent payments Filed and represented properties for evictions Made daily bank deposits Scheduled tours of units while highlighting property features and amenities Screened and approved qualifying rental applications Supervised maintenance department and ordered necessary supplies needed for repairs as well as approved all work orders and repairs Interviewed and hired potential leasing agents/maintenance personnel.
Education
BBA - Accounting/Business Management/GPA 3.5-4.0
Strayer University
Cedar Hill, TX05.2024
Skills
- Problem Resolution
- Customer Complaint Resolution
- Billing Inquiries
- File Management
- Inbound Customer Service
- Adaptive team player
- Inbound and Outbound Calling
- Office equipment proficiency
Languages
Bilingual, fluent in Spanish (speak, read, and write)
Timeline
Customer Service Agent
Teleperformance USA
07.2021 - Current
Manager/Leasing Agent
Buckner Town View Apts
12.2020 - 01.2021
Head of Maintenance/CSR
Exxon/Tigermart 11
07.2019 - 12.2020
Server/Cashier
Bubbas BBQ and Steakhouse
09.2012 - 07.2019
Office/Warehouse Manager
ABD Auto Parts
02.2010 - 05.2012
Manager/Leasing Agent
Casaview, Plano Park Apartments
03.2005 - 08.2009
BBA - Accounting/Business Management/GPA 3.5-4.0
Strayer University