Elizabeth Martinez
Customer Service
North Las Vegas,NV
Summary
Dynamic professional with a robust background in customer interactions and service solutions, dedicated to enhancing customer satisfaction and loyalty through exceptional conflict resolution, communication, and problem-solving skills. Adept at fostering collaborative team environments, adaptable to evolving needs, and consistently driven to achieve results through efficient and empathetic service delivery. Renowned for reliability and a proactive approach in aligning customer and organizational goals, ensuring seamless operations and positive outcomes. Passionate about leveraging expertise to contribute to continuous improvement and innovation in customer service excellence.
Overview
29
29
years of professional experience
Work History
Customer Service Representative
Found Ever
11.2023 - 05.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Turtle Peak
12.2022 - 03.2023
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Created detailed reports outlining customer feedback trends over time.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Representative
Alorica – Health Plan Of Nevada
09.2019 - 02.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- explain the Customer's medical benefits to providers
- Reprocess claims for customers and help providers get paid for services
Customer Service Representative
Pizza Hut
07.2018 - 09.2019
- Assisted customers in navigating the company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
Customer Service Representative
William Sonoma
11.2017 - 03.2018
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
Owner
Mystic Vapor Shop
12.2012 - 09.2014
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Trained and motivated employees to perform daily business functions.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Achieved financial growth with strategic planning, cost control measures, and targeted marketing efforts.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
- Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
- Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
- Optimized supply chain operations, negotiating with suppliers to ensure timely delivery of high-quality products.
- Expanded business into new markets, cond
Sales Manager
Mystic Vapor Shop
09.2005 - 12.2012
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
Customer Service
Bank Of America
11.2004 - 07.2005
- Responsible for a staff of 20 personnel Experienced in maintaining department budget, placing purchase orders, and maintaining department accounting information Highly trusted to work with union representatives, human resources, and other departments to ensure that organization has the best staff available to them Organized company files and creating support system to decrease workload and increase productivity of account managers Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals Trained staff on operating procedures and company services Followed-through on all critical inter-departmental escalations to increase customer retention rates Facilitated inter-departmental communication to effectively provide customer support Scheduled staff shifts to cover peaks and lulls in customer inquiries, Investigated and resolved customer inquiries and complaints in an empathetic manner Adhered to all confidentiality requirements at all times Met all customer call guidelines including service levels, handle time and productivity Updated customer orders from start to finish in an accurate and timely manner Promptly responded to inquiries and requests from prospective customers Effective liaison between customers and internal departments Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals
Customer Service Representative
Adams Ice Cream – N
03.1996 - 08.2004
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
Education
Completed Coursework Towards Bachelor Of Science - Psychology, Business Management
Walden University
Minneapolis, MNCompleted Coursework Towards High School Diploma - undefined
South Gate High
Los Angeles, CASkills
- Effective Problem Solver
- Interpersonal Communication
- Conflict De-escalation
- Research
- Adaptable & Flexible
- Ability to Instruct and Guide
- Time Management
- Customer Service
- Report Preparation
- General Office Skills
- Negotiations
- Public Service
- Telephone Etiquette
- Inventory Control
- Front-Office Operations
- Professional Presentations
- Team oriented
- Computer Savvy
- Sales
- Effective Workflow Management
- Client Relations Manager
- Persuasive Speaker
Languages
Spanish
Full Professional
English
Native or Bilingual
Timeline
Customer Service Representative
Found Ever
11.2023 - 05.2025
Customer Service Representative
Turtle Peak
12.2022 - 03.2023
Customer Service Representative
Alorica – Health Plan Of Nevada
09.2019 - 02.2023
Customer Service Representative
Pizza Hut
07.2018 - 09.2019
Customer Service Representative
William Sonoma
11.2017 - 03.2018
Owner
Mystic Vapor Shop
12.2012 - 09.2014
Sales Manager
Mystic Vapor Shop
09.2005 - 12.2012
Customer Service
Bank Of America
11.2004 - 07.2005
Customer Service Representative
Adams Ice Cream – N
03.1996 - 08.2004
Completed Coursework Towards High School Diploma - undefined
South Gate High
Completed Coursework Towards Bachelor Of Science - Psychology, Business Management
Walden University
ADDITIONAL INFORMATION
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