Aurea L. Martin
San Antonio
Summary
Customer-focused and versatile Customer Service Professional with over 15 years of experience across the hospitality, retail, and banking industries. Recognized for excellence in new hire training, mentoring, and multitasking in high-pressure environments. Recipient of the Star Award for outstanding performance, including launching a project to support non-profit merchant account setups. Adept at building rapport, resolving issues efficiently, and driving customer satisfaction in remote and in-person settings.
Professional in customer care, delivering exceptional service through effective communication and problem-solving abilities. Adept at resolving conflicts, enhancing customer experiences, and fostering strong client relationships. Collaborative team player known for reliability and adaptability, consistently achieving positive outcomes through teamwork and perseverance.
Knowledgeable Customer Care Professional with solid background in customer service, adept at resolving complex issues and fostering positive client relationships. Proven track record of enhancing customer satisfaction through effective communication and problem-solving skills. Demonstrated ability in handling high-stress situations and adapting to evolving customer needs.
Overview
11
11
years of professional experience
Work History
Customer Care Professional
Salelytics – American Express
12.2022 - Current
- Assist new and existing merchants in setting up accounts to accept American Express payments.
- Ensure accuracy by verifying and inputting correct business information, including addresses and legal names.
- Collect and validate business documentation to ensure compliance and successful onboarding.
- Recognized for attention to detail and ability to manage sensitive information with precision.
Customer Service Specialist
MRW Lawns
01.2018 - 01.2021
- Addressed customer concerns and resolved complaints with professionalism and empathy.
- Maintained detailed and accurate records of customer interactions using CRM software.
- Proactively followed up with customers to ensure satisfaction and resolve service-related inquiries.
- Escalated complex issues to appropriate departments for timely resolution.
Customer Service Representative
Lazydays RV
01.2015 - 01.2017
- Handled inbound calls for RV and camper sales and service inquiries.
- Performed routine account maintenance and directed customers to appropriate departments.
- Assigned internet sales leads and live callers to available sales agents for quick response.
- De-escalated irate customer calls and ensured first-call resolution.
- Consistently met quality assurance standards and followed performance matrices.
Education
Bachelor of Arts - Operations Management Technology
Remington College
Tampa, Florida01.2005
Skills
- Management/ Mentoring
- Problem solving
- Communication
- Leadership
- Knowledge of CRM, RealGreen, SalesForce, MerchantForce, Citrix, Outlook, MS3, OnContact, MSP, Microsoft Team, Zoom and Slack
- Complaint handling
- Customer service excellence
- Data management
- CRM software
- Inbound call answering
- Customer service
- Multitasking and organization
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Problem resolution
- Relationship building
- Email communication
- Customer relations
- Phone etiquette
- First call resolution
- Call center experience
- Data entry
- Task prioritization
- Product knowledge
- Technical troubleshooting
- Documentation and reporting
- Payment processing
- Quality assurance
- Cultural awareness
- Database research
- Call logging
- Punctuality and reliability
- Teamwork and collaboration
Languages
Spanish
Native or Bilingual
Timeline
Customer Care Professional
Salelytics – American Express
12.2022 - Current
Customer Service Specialist
MRW Lawns
01.2018 - 01.2021
Customer Service Representative
Lazydays RV
01.2015 - 01.2017
Bachelor of Arts - Operations Management Technology
Remington College