Summary
Overview
Work History
Education
Skills
Timeline
Volunteer

Elizabeth Elizalde-Martinez

Madison,WI

Summary

Dynamic customer service professional with extensive experience at Hycite Enterprises LLC, excelling in problem-solving and bilingual communication. Proven track record in enhancing customer satisfaction and efficiently managing high-volume inquiries. Skilled in payment processing and adept at collaborating across departments to resolve complex issues, ensuring compliance and fostering client trust.

Overview

14
14
years of professional experience

Work History

Distributor Service Support Representative

Hycite Enterprises LLC
10.2019 - Current
  • Managed multiple priorities effectively, meeting deadlines for various tasks associated with transaction processing responsibilities.
  • Clear inactive distributor balances
  • Assist back office team with transaction support, merchandise credit, order cancellation transactions and other miscellaneous task.
  • Stay up to date on product and policies.
  • Cover employee absences as assigned by supervisor.
  • Identified fraudulent transactions, protecting company assets and maintaining client trust.
  • Assisted in training new hires, sharing knowledge on best practices for efficient transaction processing.

Distributor Service Representative

Hycite Enterprises LLC
12.2015 - 10.2019
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, emails, voicemails, and answering inquiries from clients.
  • Give solution within a phone call, offering an alternative solutions following company standards and procedures.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Maintain up-to-date knowledge of products and policies.
  • Monitor order fulfillment and resolve any discrepancies or delays.
  • Address inquiries related to product availability, order status, and shipment tracking.
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.


Distributor Service Express Agent

Hycite Enterprises LLC
12.2012 - 12.2015
  • Increased customer satisfaction by providing exceptional service and support to distributors.
  • Addressed any complaints or issues swiftly, demonstrating a commitment to excellent customer service.
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
  • Identified and responded to customer requests and concerns through email and phone for both English and Spanish-speaking customers.
  • Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
  • Ensured financial compliance by adhering to company policies and procedures while managing retail accounts receivables.
  • Provided knowledgeable product recommendations based on individual client needs.

Customer Relations Representative

Hycite Enterprices LLC
11.2011 - 12.2012
  • Managed client accounts, ensuring accurate record-keeping by verifying customer's orders and customer's employer for their line of credit.
  • Provided knowledgeable product recommendations based on individual client needs, driving retail sales growth.
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • Communicated with management when customer issues escalated and worked to find resolutions.

Education

GED -

Madison Area Technical College
Madison, WI

Skills

  • Customer service
  • Teamwork and collaboration
  • Problem-solving
  • Customer support
  • Call center experience
  • Payment processing
  • Call center operations
  • Records review
  • Refund processing
  • Empathy and patience
  • Customer needs assessment
  • Bilingual communication
  • Work prioritization
  • Remote office availability
  • Administrative and office support

Timeline

Distributor Service Support Representative

Hycite Enterprises LLC
10.2019 - Current

Distributor Service Representative

Hycite Enterprises LLC
12.2015 - 10.2019

Distributor Service Express Agent

Hycite Enterprises LLC
12.2012 - 12.2015

Customer Relations Representative

Hycite Enterprices LLC
11.2011 - 12.2012

GED -

Madison Area Technical College

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Elizabeth Elizalde-Martinez