Christina Martinez
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
Work History
Customer Service Manager
XYZ PRINTING
01.2022 - Current
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Collaborate with marketing, sales, operations, and warehouse to meet company's goals and needs
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Generated customer satisfaction surveys to analyze results into action plans.
COMMUNITY RELATIONS REPRESENTATIVE
IRVINE COMPANY
08.2018 - 12.2021
- Support multiple high-end communities that consist of 750 units
- Assisted with achieving financial goals through closing on renewals, transfers, and new leases.
- Partnered with our legal team to help assist with evictions and violation of the lease agreement
- Conduct punch list to prepare and confirm unit condition
- Conduct property inspections for tenant move-in and move-out
- Coordinated with multiple vendors for property service/repair needs (i.e Roofing, appliances, flooring, landscaping, janitorial and amenities)
- Prepare annual budget forecast
- Developed and executed quarterly rolling calendar of events.
CUSTOMER SERVICES REPRESENTATIVE
CR&R Waste And Recycling Services
03.2014 - 01.2015
- Support a high volume of calls averaging 50+ calls per day
- Obtained new customers and accounts
- Assisted customers with coordinating and resolving missed trash pickups, hazardous waste disposal, mattress pickups, furniture disposal, etc
- Partnered with the dispatch center concerning missed routes
- Lead weekly meetings evaluating best practices
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
BUSINESS OFFICE ASSOCIATE
Car Max
05.2011 - 03.2014
- Answered incoming calls from both internal and external customers
- Processed and reviewed financing documents for vehicle purchases and acquisitions
- Responsible for investigating and recouping missing auto titles for the western region
- Processed vehicle and repossessed auto payments
- Support branch as acting manager on duty as needed
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
SECONDARY SALES GROUP
AT&T Wireless
05.2008 - 03.2011
- Answered incoming calls from both internal and external customers
- Assisted with customer Q&A pertaining to service contracts, exchanges, accessory sales, features, trouble shooting, and cancellations
- Assisted customers with reviewing rate plans, billing/cycles, cancellations and pro-rates for new and temporary services
- Assisted U-Verse customers with new services that were processed through our call center
- Assisted shipping department with sending out customer equipment orders when back log of orders was present
- Received acknowledgement for meeting quota and for providing excellent customer service and staying below the allotted per call time
Education
ASSOCIATE OF APPLIED SCIENCE - Social Science
Fullerton College
2013
Skills
- Microsoft Office Proficient
- ERP Proficient
- Customer Relationship Management (CRM) Software
- High Customer Service Standards Adherence
- Community Legal Policy Versed
- Client Relations and Retention
- Time Management
- Excellent Communicator
- Coaching and Training
- Leading Team Meetings
- Problem Solving
- Technical Support
Timeline
Customer Service Manager
XYZ PRINTING
01.2022 - Current
COMMUNITY RELATIONS REPRESENTATIVE
IRVINE COMPANY
08.2018 - 12.2021
CUSTOMER SERVICES REPRESENTATIVE
CR&R Waste And Recycling Services
03.2014 - 01.2015
BUSINESS OFFICE ASSOCIATE
Car Max
05.2011 - 03.2014
SECONDARY SALES GROUP
AT&T Wireless
05.2008 - 03.2011
ASSOCIATE OF APPLIED SCIENCE - Social Science
Fullerton College
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