- Crafting and DIY Projects
- Volunteering
- Music
- Camping
- Dance
- Road Trips
- Fundraising Events
- Dancing
Charlene Martinez
Palmdale,CA
Summary
Seasoned Universal Agent with a proven track record at Auto Club of Southern California, AAA, excelling in member relationship building and dispute resolution. Successful at enhancing customer satisfaction through effective communication and critical thinking, while consistent at meeting service level guidelines. Committed to fostering trust and delivering tailored solutions that drive positive outcomes.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
22
22
years of professional experience
Work History
Universal Agent
Auto Club of Southern California, AAA
Los Angeles, CA
02.2003 - 12.2024
- Assisted customers with inquiries and service requests to enhance satisfaction.
- Learned company products, services, and policies to provide accurate information.
- Handled routine administrative tasks to support team operations efficiently.
- Collaborated with colleagues to improve customer service processes and workflows.
- Engaged in ongoing training sessions to develop product knowledge and skills.
- Resolved basic customer issues promptly while escalating complex cases appropriately.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
- Handled escalated calls, defusing tense situations and achieving resolutions that satisfied both the customer and company interests.
- Conducted thorough research on customer concerns before presenting solutions tailored to their unique circumstances.
- Developed rapport with customers, fostering long-term relationships built on trust and excellent service.
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Education
High School Diploma -
Downey Adult School
Downey, CACertified Nurse Assistant - CNA
Downey Adult School
Downey, CA05-1998
Skills
- Goal oriented
- Client relationship building
- Call center experience
- Appointment scheduling
- Payment processing
- Dispute resolution
- Upselling and cross selling
- Follow-up procedures
- Email management
- Positive attitude
- Critical thinking
- Documenting information
- Organizational skills
- Information documentation
- Flexible schedule
Affiliations
Fraternal Order of Eagles-non profit 11yr member
Elks a Fraternal Organization-non profit 8yr member
Moose International-non profit 2yr member
Interests
Timeline
Universal Agent
Auto Club of Southern California, AAA
02.2003 - 12.2024
High School Diploma -
Downey Adult School
Certified Nurse Assistant - CNA
Downey Adult School