Carmen Martinez Abarca
Schertz,TX
Summary
Dynamic Customer Service Representative with a proven track record at Peoples Bank & Trust Company, adept at resolving conflicts and enhancing customer loyalty through active listening and critical thinking. Recognized for mentoring new hires and fostering teamwork, while efficiently managing high-pressure situations to ensure exceptional service delivery. Bilingual communicator with strong relationship-building skills.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Peoples Bank & Trust Company
01.2015 - 08.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Education
High School Diploma -
Great Bend High School
Great Bend, KSNo Degree - Business
Barton County Community College
Great Bend, KSSkills
- Service excellence
- Active listening
- Critical thinking
- Detail-oriented data management
- Bilingual communication
- Teamwork and collaboration
- Calm and professional under pressure
- Relationship building
- Flexibility and adaptability
- Multitasking and organization
Languages
Spanish
Native or Bilingual
Interests
- Volunteer Work
- High-Intensity Interval Training
- Enjoy hobbies that combine physical activity with outdoor exploration
Timeline
Customer Service Representative
Peoples Bank & Trust Company
01.2015 - 08.2025
High School Diploma -
Great Bend High School
No Degree - Business
Barton County Community College
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