Guadalupe Martinez
West Sacramento,CA
Summary
Adept at enhancing customer satisfaction and managing high-volume inquiries, I excelled in bilingual support role at Ca Student Aid Commission, mastering both critical thinking and customer service. My proactive approach resulted in maintaining high satisfaction levels, leveraging skills in problem-solving and active listening to foster positive outcomes and drive business growth. Talented employee, goes above and beyond basic administrative tasks and takes on multiple projects at once. Excellent work ethic and strength in boosting company morale. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
14
14
years of professional experience
Work History
Program Technician II
CA Student Aid Commission
02.2023 - Current
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Developed a deep understanding of customer service principles and customer service best practices.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Contributed to a positive work environment by fostering collaboration and open communication among diverse team members.
Program Technician
Ca Community Services And Development
01.2020 - 02.2023
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Provided language translation services for customer service inquiries.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Met all call quality standards and daily quotas for first-call resolution.
Office Manager
Martinez Gardening
01.2010 - 02.2020
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Onboarded new employees with training and new hire documentation.
- Controlled costs to keep business operating within budget and increase profits.
- Improved safety procedures to create safe working conditions for workers.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
Education
Administration of Justice
Sacramento City College
Sacramento, CAHigh School Diploma -
River City High School
West Sacramento, CA06.1994
Skills
- Customer Support
- Support Services
- Filing and data archiving
- Active Listening
- Critical Thinking
- Problem-solving abilities
- Customer Service
- Prioritization
- Building rapport
Timeline
Program Technician II
CA Student Aid Commission
02.2023 - Current
Program Technician
Ca Community Services And Development
01.2020 - 02.2023
Office Manager
Martinez Gardening
01.2010 - 02.2020
Administration of Justice
Sacramento City College
High School Diploma -
River City High School
Similar Profiles
Brent CooperBrent Cooper
Hazmat Inspector at CA Public Utilities CommissionHazmat Inspector at CA Public Utilities Commission
Eleanor ErckenbrackEleanor Erckenbrack
Student Assistant at CA Energy Commission Cultural Resources UnitStudent Assistant at CA Energy Commission Cultural Resources Unit
Kamaya TillettKamaya Tillett
Leasing Agent, Community Assistant at HERE Reno, CA Ventures / Article Student LivingLeasing Agent, Community Assistant at HERE Reno, CA Ventures / Article Student Living