CASSANDRA MARTINEZ
MISSOURI CITY,TX
Summary
Experienced with managing customer interactions and resolving issues efficiently. Utilizes communication and problem-solving skills to ensure customer satisfaction. Track record of maintaining high service standards and fostering positive customer relationships.
Overview
11
11
years of professional experience
Work History
Customer Care Specialist
Assurant
10.2023 - Current
- Helped a large volume of customers, averaging 30 calls every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
- Took ownership of customers issues to follow problems through to resolution.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
Payment Solutions Advocate
Bread Financial
08.2022 - 07.2023
- Persuaded customers to pay amounts due on credit accounts.
- Answered customer questions regarding problems with accounts.
- Located and monitored overdue accounts, using computers, and variety of automated systems.
- Conferred with customers by telephone or in-person to determine reasons for overdue payments and to review terms of sales, service, or credit contracts.
- Arranged for debt repayment and established repayment schedules, based on customers' financial situations.
Assistant Branch Manager
Regional Finance
02.2020 - 10.2022
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Built rapport with account holders by reaching out with product recommendations and account updates.
Office Manager
Labor Finders
07.2019 - 02.2020
- Supervised administrative staff, driving front office operations and continuous workflow.
- Resolved customer inquiries and complaints with timeliness and professionalism.
- Cleaned and organized office, maintaining orderliness and reducing contamination.
- Delivered quality customer service to staff and customers.
Payroll Administrator
Alpine Air
05.2014 - 02.2019
- Review time sheets, work charts, wage computation, and other information to detect and reconcile payroll discrepancies.
- Process paperwork for new employees and enter employee information into the payroll system.
- Verified attendance, hours worked, and pay adjustments, and post information onto designated records.
- Compute wages and deductions and enter data into computers. Process and issue employee paychecks and statements of earnings and deductions.
- Keep track of leave time, such as vacation, personal, and sick leave, for employees.
- Distribute and collect time cards each pay period.
- Issue and record adjustments to pay related to previous errors or retroactive increases.
- Provide information to employees and managers on payroll matters, tax issues, benefit plans, and collective agreement provisions.
- Compile statistical reports, statements, and summaries related to pay and benefits accounts, and submit them to appropriate departments.
- Conduct verifications of employment.
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Resolved customer service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Prepare itemized statements, bills, or invoices and record amounts due for items purchased or services rendered.
- Perform bookkeeping work, including posting data or keeping other records concerning costs of goods or services or the shipment of goods.
Education
Associate of Arts - Business
Houston Community College
HoustonSkills
- Payment processing
- Customer service excellence
- Inbound customer service
- Problem resolution
- Data entry
- First call resolution
- Database research
- Multitasking and organization
- Adaptability and flexibility
- Phone etiquette
- Issue and complaint resolution
Timeline
Customer Care Specialist
Assurant
10.2023 - Current
Payment Solutions Advocate
Bread Financial
08.2022 - 07.2023
Assistant Branch Manager
Regional Finance
02.2020 - 10.2022
Office Manager
Labor Finders
07.2019 - 02.2020
Payroll Administrator
Alpine Air
05.2014 - 02.2019
Associate of Arts - Business
Houston Community College
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