Asusena Martinez
North Richland Hills,Texas
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
3
3
years of professional experience
Work History
Customer Service Executive
petsmart
Hurst , Texas
07.2022 - 09.2024
- Identified opportunities for process improvement within the customer service department.
- Prepared detailed reports of daily activities for management review.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Updated databases with new and modified customer data.
- Mentored junior team members and managed employee relationships.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Communicated effectively with team members to ensure timely response times for customers.
- Strengthened customer retention by offering discount options.
- Assisted with customer inquiries related to product information, order status, returns and exchanges, billing issues and more.
- Assisted with customer requests and answered questions to improve satisfaction.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Picker Packer
Amazon
Irving, Texas
11.2021 - 06.2022
- Picked orders according to customer specifications, utilizing order sheets, pick lists, and item numbers.
- Demonstrated great teamwork skills with staff members involved in production and transport.
- Reported any damaged products to supervisor immediately upon discovery.
- Worked additional hours and shifts to meet tight deadlines during peak periods.
- Fulfilled orders quickly to accomplish challenging daily objectives.
- Packaged items with appropriate materials to prevent damage during shipping.
- Selected products and items from shelves and pallets for customer orders.
- Picked up heavy objects using proper lifting techniques to avoid personal injuries.
- Weighed and measured products and materials to meet regulatory requirements.
Education
High School Diploma -
Amon Carter Riverside
Fort Worth, TX05-2008
Skills
- Payment management
- CRM software
- Public speaking
- Presentation skills
- Customer retention
- Relationship building
- Documentation and notes
- Call control
- Customer engagement
- Complaint handling
- Troubleshooting
- Sales growth initiatives
- Employee performance management
- Client engagement
- Marketing
Languages
Spanish
Professional
Timeline
Customer Service Executive
petsmart
07.2022 - 09.2024
Picker Packer
Amazon
11.2021 - 06.2022
High School Diploma -
Amon Carter Riverside
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