DIANE N. MARTINEZ
El Paso,TX
Summary
I wish to obtain a position in a WFH or office environment where my skills can be fully applied. As a person with outstanding and excellent customer service skills, I believe that I will make a great candidate for any CSR, front desk, reception desk, and other qualified positions. Having recently obtained a P&C insurance license, I would like to expand my experience and skills as an insurance agent.
Overview
16
16
years of professional experience
Work History
Licensed Insurance Representative
Foundever
08.2024 - 10.2024
- Spent ample time with each customer, verbally reviewing, and explaining documents for client comprehension.
- Calculated quotes and educated potential clients on insurance options.
- Upsold additional products and services after identifying customer needs and requirements.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
Customer Service Specialist
Nationstar Mortgage/ Mr. Cooper
04.2022 - 12.2023
- As Customer Service Specialist with Mr
- Cooper my duties included providing customer service to mortgage holders
- I assisted with taking payments, and making payment arrangements if necessary or requested
- I also provided information on escrow accounts as well as PMI knowledge
- I stopped and reissued checks if needed, also provided information on disbursements, and the payment status or designated funds as requested
- Also sent out lien releases, and payoff quotes
Customer Service Specialist
QVC - Work at Home
06.2021 - 08.2021
- My duties include assisting customers with past orders
- Assisting with returns, or issuing credit
- Placing new orders for customers, as well as providing information on merchandise, hosts, programs, credit applications, and payments
Apple Home Advisor
Teleperformance USA - Retail Contact Center
09.2019 - 09.2020
- As a Home Advisor my duties include answering calls from Apple clients, and assisting with sales
- Also providing clients with product information such as tech specs, warranty, providing quotes, and taking payment on completed sales
- Meeting metrics, and following call flow management was also required
Customer Service Representative
GC Services - Customer Contact Center
08.2017 - 01.2019
- Duties included assisting customers with utility services
- Calls about payments, payment arrangements, and outages were taken
- If needed, a trouble ticket would be created for customers with outage problems
CRC Representative
State Farm Operations Center, Texas
06.2012 - 01.2014
- Working in a call center environment, duties included the handling of clients calls
- Assisting them with their policy, such as claims, payments, and making any necessary changes if needed
- Also, assisted and arranged with emergency roadside services
Receptionist
High Ridge Construction, Texas
01.2010 - 11.2011
- As a receptionist, my duties included answering telephones, taking messages or transferring to appropriate person
- Greeting customers, and employment seekers
- Duties also included filing, typing memos, scanning documents and filing into appropriate folders on a computer
- Other duties included handing out employment applications, assisted with timecard calculations, payroll, and also was responsible for the distribution of payroll checks
Customer Service Representative
SBC Internet Services Inc./AT&T
12.2008 - 10.2010
- Duties included providing internet tech support in a call center environment, troubleshooting a failed DSL connection and registering customer email accounts as well as other duties
Education
High School Diploma/GED -
Canutillo High School
01.1999
Skills
- Sales
- Data Entry
- Customer Service
- Multi-line phones
- Shipping/Packing
- Fax/Copy machines
- Laminating Machines
- Cashier
- Basic Internet technical support
- Mortgage company
- Escrow
- PMI
- Payment processing
- Homeowners insurance
- Active listening
- Good communication skills
- Client relationship building
- Microsoft Excel
Timeline
Licensed Insurance Representative
Foundever
08.2024 - 10.2024
Customer Service Specialist
Nationstar Mortgage/ Mr. Cooper
04.2022 - 12.2023
Customer Service Specialist
QVC - Work at Home
06.2021 - 08.2021
Apple Home Advisor
Teleperformance USA - Retail Contact Center
09.2019 - 09.2020
Customer Service Representative
GC Services - Customer Contact Center
08.2017 - 01.2019
CRC Representative
State Farm Operations Center, Texas
06.2012 - 01.2014
Receptionist
High Ridge Construction, Texas
01.2010 - 11.2011
Customer Service Representative
SBC Internet Services Inc./AT&T
12.2008 - 10.2010
High School Diploma/GED -
Canutillo High School
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