Martha Terraza

• Used ticketing systems to manage and process support actions and requests.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Documented support interactions for future reference.

Remote inbound bilingual call center platform. Assist Medicare/Medicaid members with transportation services. Handling of member complaints regarding transportation issues.

Responded to customer requests for products, services, and company information

• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Managed numerous translation requests each day with positive and upbeat communication style to uncover and handle customer needs.
• Offered advice and assistance to customers, paying attention to special needs or wants

• Bilingual customer service representative handling inbound calls
• Dealing with Texas Medicaid recipients
• Assisted with medical billing claims primary care physician changes, dental and vision assistance in locating participating providers
• Assistance in setup of appointments and transportation when required
• Handling pharmacy inquiries and assistance with prescription issues
• Verification of coverage within state system and education on enrollment and cancellation
• Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival

• Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
• Determined solutions for clients promptly and professionally.
• Pursued resolutions to achieve complete customer satisfaction, including tracking down hard-to-find merchandise at diverse locations.
• Answered product questions with up-to-date knowledge of sales and store promotions.
• Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
• Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
• Supported loss prevention goals by maintaining accurate drawers and monitoring shopper behavior.
• Met and exceeded upsell goals by highlighting target merchandise with strategic promotional approaches.
• Used consultative sales approach to understand customer needs and recommend relevant offerings.
• Educated customers on promotions to enhance sales.

• Received incoming information and entered into database system.
• Reviewed and solved account and billing discrepancies.
• Performed quality assurance evaluations of processes and previous bills.
• Identified, researched and resolved billing variances to maintain system accuracy and currency.

• Used consultative sales approach to understand customer needs and recommend relevant offerings.
• Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
• Supported loss prevention goals by maintaining accurate drawers and monitoring shopper behavior.
• Pursued resolutions to achieve complete customer satisfaction, including tracking down hard-to-find merchandise at diverse locations.
• Balanced and organized cash register by handling cash, counting change and storing coupons.
• Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
• Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
• Supported efficient and timely replenishment of sales floor merchandise.
• Completed setup, breakdown and product preparation for promotional displays and in-store demonstrations.
• Organized showroom accessories and restocked shelves.
• Generated brand awareness and positive product impressions to increase sales.
• Inspected merchandise for quality and arranged proper display location on floor.
• Greeted customers entering store and promoted sales or special programs.
• Maintained clean sales floor and straightened and faced merchandise.
• Actively engaged customers to provide general assistance and information on store merchandise.
• Circulated assigned areas of sales floor to identify customer service opportunities and maintain condition of displays.
• Performed stocking and informed management of low inventory quickly.