Christian Martinez

• Actively and consistently support all efforts to simplify and enhance the customer experience.

• Establish and maintain a high level of customer satisfaction, professionalism, and courtesy in all retention transactions.

• Consistently meet or exceed weekly and monthly retention activity goals by utilizing sound

telephone based customer save techniques.

• Respond to inbound retention calls promptly and efficiently as outlined by the required call

handling metrics to include productive time, schedule adherence, handle time, after call work, etc.

• Answer questions pertaining to billing inquiries, pricing and packaging of products, service and service complaints.

• Ability to learn and master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function.

• Have a full understanding of and consistently demonstrate proficiency at explaining all products

and services to existing customers in an effort to re-sell and retain.

• Acquire and demonstrate thorough knowledge of competitors’ pricing, packaging, and products in an effort to discuss side by side comparisons of Charter’s and competitors’ products and services.

• Perform other duties as requested by supervisor.

• Trained, mentored, and supervised front desk staff to ensure excellent customer service.
• Managed guest check-in/check-out, room assignments, and resolved guest complaints.
• Coordinated with housekeeping, maintenance, and other departments to address guest concerns.
• Handled guest requests, including room changes, upgrades, and special accommodations.
• Processed guest payments, handled cash and credit transactions, and balanced shift receipts.
• Maintained accurate records, reports, and logs.
• Implemented hotel policies, procedures, and standards.
• Assisted with scheduling, payroll, and employee performance evaluations.
• Responded to emergency situations and provided solutions.