Desiree Martinez
Hackettstown,NJ
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Cintas
02.2022 - 10.2023
- Led a team of technicians, responsible for each of their schedules. Leading them to work a full 8-hour day or more.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Coordinated with technicians, making sure all paperwork, invoices, and reports were all correct.
- Answered a constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided support to internal and external customers.
- Responded to customer requests for products, services, and company information in a timely manner.
- Worked closely with the sales team, making sure aged work was getting done as well as new. Leaving no customer unhappy or unsatisfied
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Reached out to customers after completed sales to suggest additional service or product purchases.
Market Cashier
Donaldson Farm
09.2020 - 12.2022
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Restocked and organized merchandise around the market
- Worked closely with shift manager to solve problems and handle customer concerns.
- Organized events, worked closely with the owners.
Manager
Friendly's
10.2019 - 03.2020
- Managed and motivated employees to be productive and engaged in work.
- Showed face to value customers, keeping a personal yet professional relationship. Ensuring customers come back.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Supported staff member's when needed.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
Education
High School Diploma -
Hackettstown High School
Hackettstown, NJ05.2019
Skills
- Bilingual, able to speak, write, and read both English and Spanish
- Daily administrative duties such as filing, copying, faxing, and collection of statistics
- Detail-oriented and well as able to display discretion with sensitive information
- Able to promptly and courteously answer and direct calls
- Always willing to learn and improve education
- Appointment Scheduling
Accomplishments
- During my time working with Cintas, I assisted each technician with achieving their goals within the company. One technician was 10% in the country for the entire year and the other was top 25%.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- I achieved hitting my KPI's (key performance indicator) for 12 consecutive months. Being 25% in the country.
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Cintas
02.2022 - 10.2023
Market Cashier
Donaldson Farm
09.2020 - 12.2022
Manager
Friendly's
10.2019 - 03.2020
High School Diploma -
Hackettstown High School