Summary
Overview
Work History
Education
Skills
Timeline
Generic

Francine Martinez

CA

Summary

I am seeking employment that will provide stability and opportunities for growth. I've developed skills to assure a productive, efficient office environment. I flourish individually as well as contribute as a supportive team member.

Overview

9
9
years of professional experience

Work History

Resolution Specialist

Semihandmade
09.2021 - 07.2024
  • Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
  • Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
  • Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
  • Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
  • Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
  • Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
  • Streamlined communication channels with customers, ensuring clarity and efficiency in resolution updates.

Customer Service Consultant

Semihandmade
07.2019 - 09.2021
  • Engaged customers in conversation to uncover needs with probing questions.
  • Gained in-depth understanding of company products, systems and policies to provide customer support.
  • Maintaining strong call control and staying calm in stressful situations.
  • Answered customer calls promptly to avoid on-hold wait times.
  • Recommended products to customers, thoroughly explaining details.
  • Helped customers complete orders.
  • Actively listened to customers requests, confirming full understanding before addressing concerns.
  • Offered friendly and efficient service to all customers, handled challenging situations with ease.
  • NetSuite, Shopify, Front and Zendesk

Customer Service Representative

Jnh Lifestyles
01.2019 - 05.2019
  • Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Used company troubleshooting resolution to evaluate technical problems while leveraging personal expertise to find appropriate solutions for customers technical problems.
  • Entered customer interaction details in Insightly to track requests, document problems and record solutions offered.
  • Zendesk, Tradegecko, BigCommerce and FreightView, Insightly.

Customer Service Representative

Wine Country Gift Baskets
11.2018 - 12.2018
  • Answered phone calls, responded to inquiries and transferred calls to correct departments and personnel.
  • Billing Issues, Tracking and Rerouting Packages/Email Billing.
  • Create and cancel orders for customers.

Guest Service Agent

Holiday Inn
11.2015 - 01.2018
  • Updated customer accounts with add-on room charges, including room service bills.
  • Explained details regarding property, including restaurants, pool area, and fitness center.
  • Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
  • Provided guests with above-and-beyond service, including making reservations and canceling reservations.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Check customers in and out.

Shipping Clerk

Quest Nutrition
03.2015 - 11.2015
  • Communicated with carrier representatives, arranging for special deliveries and shipment receipts.
  • Worked with vendors to schedule pickups.
  • Get quotes for shipments.
  • Do daily count and Check in Drivers for pick up.

Education

High School Diploma - undefined

Bassett Senior High School
La Puente, CA
2004

Skills

  • Data entry
  • Word, Outlook, Excel
  • Filing, Alphabetical, and Numerical
  • Scanning, Emailing
  • Multi-tasker, Friendly, Reliable

Timeline

Resolution Specialist

Semihandmade
09.2021 - 07.2024

Customer Service Consultant

Semihandmade
07.2019 - 09.2021

Customer Service Representative

Jnh Lifestyles
01.2019 - 05.2019

Customer Service Representative

Wine Country Gift Baskets
11.2018 - 12.2018

Guest Service Agent

Holiday Inn
11.2015 - 01.2018

Shipping Clerk

Quest Nutrition
03.2015 - 11.2015

High School Diploma - undefined

Bassett Senior High School

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Francine Martinez