Esther Martin
Houston
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
6
6
years of professional experience
Work History
Customer Service Rep
Chewy
11.2025 - 11.2025
- Resolved customer inquiries related to orders, returns, shipping issues, product questions, and account assistance.
- Provided support for Autoship subscriptions, including starting, pausing, modifying, and canceling customer orders.
- Troubleshot order and payment issues with accuracy and efficiency.
- Handled real-time communication via phone, chat, and/or email depending on shift assignment.
- Processed refunds, replacements, and account adjustments in accordance with company policies.
- Maintained detailed and accurate customer records using Chewy’s internal CRM tools.
- Delivered empathetic, customer-first service to build loyalty and satisfaction.
- Followed performance metrics such as quality, handle time, and customer satisfaction scores.
- Collaborated with supervisors and internal teams when escalations or unique customer situations occurred.
Customer Service Representative/ Loan Consultant
HS Financial Group, LLC
04.2022 - 01.2024
- Addressed and resolved customer inquiries by providing detailed product and service information, ensuring a high level of customer satisfaction.
- Utilized customer feedback obtained from surveys to implement service improvements, enhancing overall customer experience.
- Conducted thorough research to resolve complex billing disputes, effectively communicating solutions and consequences of non-payment to customers.
- Negotiated and arranged suitable payment plans for delinquent accounts, maintaining comprehensive records of interactions and transactions.
Customer Service Representative
ICR Staffing Services, Inc
03.2021 - 04.2022
- Provided comprehensive customer support by resolving inquiries and ensuring accurate information dissemination on products and services.
- Enhanced customer satisfaction by utilizing feedback from surveys to refine service processes and collaborate with cross-functional teams for problem resolution.
- Maintained composure under pressure, adeptly handling stressful situations to defuse potential conflict and efficiently managed account setup and information verification.
Crew Member
Little Caesars
09.2019 - 03.2021
- Maintained inventory levels of kitchen essentials, ensuring availability of food items and utensils for seamless kitchen operations.
- Delivered high-quality customer service by promptly greeting guests, accurately informing them about menu offerings, and addressing inquiries, contributing to a welcoming environment.
- Ensured adherence to health and safety protocols during food preparation and equipment operation, maintaining the integrity of served food in compliance with company standards.
- Efficiently processed transactions, managed order fulfillment, and upheld store policies, playing a key role in the expedited service and satisfaction of customers.
Education
High School Diploma -
Alief Taylor
Houston, TX06.2016
Skills
- Report Generation
- Product Knowledge
- Consultative Sales
- Inbound and Outbound Calling
- Account Updating
- Microsoft Office Suite
- Positive and Professional
- Critical Thinking
- Reading Comprehension
- Data Entry
- Customer service
- Data entry
- Active listening
Timeline
Customer Service Rep
Chewy
11.2025 - 11.2025
Customer Service Representative/ Loan Consultant
HS Financial Group, LLC
04.2022 - 01.2024
Customer Service Representative
ICR Staffing Services, Inc
03.2021 - 04.2022
Crew Member
Little Caesars
09.2019 - 03.2021
High School Diploma -
Alief Taylor