Derek Allen Martinez
Houston
Summary
Dynamic Senior Customer Service Representative with a proven track record at the City of Houston Health Department, excelling in complaint resolution and customer relations. Skilled in training staff and enhancing service quality, I foster strong client relationships and ensure compliance with policies, driving customer satisfaction and loyalty.
Overview
20
20
years of professional experience
Work History
Senior Customer Service Representative
City of Houston Health Department
06.2015 - 04.2023
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Trained and directed new employees in conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
Insurance Claims Specialist
USAA
09.2010 - 02.2013
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
- Strengthened client relationships by providing clear communication throughout the claims process, ensuring all parties were well-informed of progress and outcomes.
- Enhanced customer satisfaction by efficiently managing insurance claims processes and providing timely resolutions.
- Maintained compliance with industry regulations and standards by staying current on relevant laws, policies, and best practices for handling insurance claims.
- Maximized client retention by addressing concerns promptly and professionally, consistently demonstrating empathy and understanding during difficult situations.
- Followed up with customers on unresolved issues.
Barista
Starbucks
06.2008 - 02.2010
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Increased repeat business by providing exceptional customer service and building rapport with patrons.
Intern
Amigo Energy
05.2005 - 08.2005
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a Energy industry, applying learned concepts directly into relevant work situations.
- Sorted and organized files, spreadsheets, and reports.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Signed up new clients for residential electricity.
Intern
Reliant Energy
05.2003 - 08.2003
- Analyzed problems and worked with teams to develop solutions.
- Gained valuable experience working within the energy industry, applying learned concepts directly into relevant work situations.
- Utilized strong communication abilities during presentations which led to increased understanding among colleagues regarding project goals and objectives.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
Education
Journalism And Mass Communication
University of Texas At Austin
Austin, TX05-2008
Skills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
- Staff training
- Account management
- Policy improvement
- Customer relations
- Product knowledge
- Policies and procedures adherence
- Report creation
- Regulatory compliance
Accomplishments
- Supervised team of 4 staff members.
- Valedictorian of High School class.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Senior Customer Service Representative
City of Houston Health Department
06.2015 - 04.2023
Insurance Claims Specialist
USAA
09.2010 - 02.2013
Barista
Starbucks
06.2008 - 02.2010
Intern
Amigo Energy
05.2005 - 08.2005
Intern
Reliant Energy
05.2003 - 08.2003
Journalism And Mass Communication
University of Texas At Austin
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