Eric Martinez
Manager
Naples,FL
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
36
36
years of professional experience
Work History
Customer Service Manager
United States Postal Service, USPS
03.1988 - 11.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Researched and corrected customer concerns to promote company loyalty.
- Created and reviewed invoices to confirm accuracy.
Education
High School Diploma -
Bloomfield High School
Bloomfield, NJ06.1986
Skills
- Financial Statements
- Order Supplies
- Customer Relationship Management
- Public Relations
- Financial Forecasting
- Manufacturing Processes
- Training Programs
- Positive and Constructive Feedback
- Cost Management
- Customer Relations
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Manager
United States Postal Service, USPS
03.1988 - 11.2023
High School Diploma -
Bloomfield High School
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