Franklin Leonel Martinez Mercado
Phillipsburg,NJ
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Foundever
12.2017 - 05.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Education
Electronic Engineering - Electronic
Universidad Nacional De Ingeniería
Nicaragua09.2012
Skills
- Fleet Dispatching
- Sales Expertise
- Account Management
- Business Development Understanding
- Microsoft Word
- Report Transcription
- Retail Sales Customer Service
- Credit Card Payment Processing
- Staff Training
- Microsoft Excel
- Active Listening
- Stocking and Replenishing
- Technical Support
- Stock Management
- Closing Sales
- Quality Control
- Typing Proficiency
- Team Development
- Shipping and Receiving Understanding
Languages
English
Limited Working
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Foundever
12.2017 - 05.2023
Electronic Engineering - Electronic
Universidad Nacional De Ingeniería
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