Jaclyn Martinez
San Antonio
Summary
Customer service professional with high level of expertise in managing and resolving customer inquiries and issues. Known for delivering impactful service improvements and fostering collaborative team environment. Reliable and adaptable, skilled in customer communication and problem-solving.
Experienced with delivering exceptional customer service by addressing and resolving high-level client concerns. Utilizes conflict resolution and effective communication to enhance customer satisfaction. Knowledge of team management and process optimization for improved service delivery.
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
14
14
years of professional experience
Work History
Senior Customer Service Specialist
JPMorgan Chase
San Antonio, TX
05.2016 - 05.2023
- Exceeded customer expectations through the provision of personalized service and genuine empathy during difficult situations, resulting in increased loyalty and repeat business.
- Led team meetings and facilitated open dialogue, fostering a sense of camaraderie and shared purpose among members.
- Worked closely with management on initiatives focused on reducing churn rates through proactive engagement efforts targeting at-risk accounts before they lapsed into disengagement status due to dissatisfaction or other factors.
- Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.
- Resolved customer inquiries efficiently, ensuring high satisfaction and retention rates.
- Managed multi-channel communication, including phone, email, and chat support for diverse customer needs.
Direct Care Staff Member
St. Peter St. Joseph Children's Home
San Antonio, TX
06.2009 - 07.2016
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Enhanced patient well-being by providing compassionate and attentive care in daily routines.
- Documented patient progress through detailed record-keeping, contributing to ongoing evaluation of care plans effectiveness.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Assisted with personal hygiene tasks for improved health and dignity of patients.
- Administered medication as directed by physician.
- Utilized crisis intervention techniques effectively during emergencies, ensuring safety of both patients and staff members involved.
- Safeguarded patients by closely monitoring their behavior and intervening during crises when necessary.
- Collaborated with interdisciplinary teams to develop and implement individualized care plans for optimal patient outcomes.
- Established strong rapport with patients, fostering trust and open communication for better understanding of individual needs.
- Advocated for patient rights, ensuring that their voices were heard and respected within the care environment.
Substitute Teacher, K-5
Southside ISD
San Antonio, TX
08.2009 - 05.2011
- Managed daily classroom routines efficiently, promoting a structured environment conducive to learning.
- Established clear expectations for behavior and consistently enforced consequences in order to maintain an orderly classroom conducive to learning.
- Enhanced classroom management skills by implementing clear expectations and consistent consequences for behavior.
- Developed strong relationships with students, fostering a positive learning environment that promoted academic growth.
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
Education
Associate of Arts - Early Childhood Education
Ashford University
San Diego, CA04-2028
High School Diploma -
Southside High School
San Antonio, TX05-2008
Skills
- Call center experience
- Reporting and analysis
- Coaching and Mentoring
- Documentation Review
- Complaint Handling
- De-Escalation Techniques
- School-age child care
- Child Care Facility Inspection
- Child Care Experience
- Social skills
- Compassionate Care
- Professional boundaries
- Coaching and mentoring
- Documentation review
- Complaint handling
- De-escalation techniques
- Call control
- Workflow optimization
- Customer education
- Floor supervision
- Payment processing
- Quality assurance
- Credit card processing
Languages
English
Native or Bilingual
Timeline
Senior Customer Service Specialist
JPMorgan Chase
05.2016 - 05.2023
Substitute Teacher, K-5
Southside ISD
08.2009 - 05.2011
Direct Care Staff Member
St. Peter St. Joseph Children's Home
06.2009 - 07.2016
High School Diploma -
Southside High School
Associate of Arts - Early Childhood Education
Ashford University