JANIE MARTINEZ
Mercedes,TX
Summary
"I am a results-driven Account Manager with 9+ years of customer service experience, a Bachelor's degree in Psychology and a Minor in Marketing. I excel at developing and executing marketing strategies, managing budgets, and analyzing data to drive business growth. I work effectively with cross-functional teams and have strong communication and presentation skills. I am passionate about delivering exceptional customer experiences and thrive in fast-paced environments."
Overview
11
11
years of professional experience
Work History
Account Manager, Preferred Accounts
AJ Madison
New York, NY (REMOTE)
06.2022 - Current
- Oversaw multiple high value accounts and worked diligently to meet and exceed performance goals of the companies most high tiered customers.
- Built and maintained productive relationships with customers and internal partners.
- De-escalated customer interactions by providing alternative tactics to solving problems and satisfying customer needs while adhering to company guidelines and policies.
- Renewed existing accounts by cementing trusting relationships with customers.
- Demonstrated leadership by making improvements to work processes and helping to train others.
Client Experience Associate
Anywhere Works
Portland, Oregon (Remote)
02.2018 - 06.2022
- Consistently exhibits professionalism and soft skills while de-escalating irate situations.
- Maintained an organized and efficient work environment while working remotely for over 2 years.
- Completed inbound and outbound calls for various hospitals, insurance, law offices, physician’s office, plumbing, construction companies, and various other companies.
- Successfully handled high incoming call volumes, averaging 200 calls per day while continuing to exceed in all metrics including; handle time, quality assurance, and call backs.
- Led multiple training meetings and created 4 meeting projects to increase retention of call handling procedures, improve work metrics, and how to manage an escalated situation.
- Assisted customers in scheduling a wide range of appointments including doctor and lawyer visits.
- Managed phone calls from clients during executives' absences and delivered informative answers to questions.
- Handled data entry tasks with high levels of speed and accuracy.
Tutor
Self-employeed
Mercedes, TX
09.2016 - 05.2019
- Helped students review and understand previous lessons to make connection with new lesson.
- Assisted students in finding useful study methods to enhance academic performance.
- Met with students to clarify and review concepts taught in class and solve specific problems.
- Utilized positive reinforcement techniques to encourage and motivate students.
Customer Service Representative
Qualfon Call Center
Harlingen, Texas
09.2015 - 09.2016
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
- Remained the top performer out of the 63 other agents in our department for 7 consecutive months.
- Worked to maintain outstanding attendance record, consistently arriving to work with a positive attitude ready to start immediately.
- Developed and maintained courteous and effective working relationships.
- Processed and sent invoices, adjustments and credit memos to customers.
- Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
Customer Service Representative
Dish Network
Harlingen, Texas
08.2014 - 09.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed incoming calls for technical support, customer support, and chat support.
- Educated customers on options they had available and successfully upsold extra services on calls consistently.
- Assisted customers in making payments on accounts and setting up payment plans.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Sales Associate
Stripes – La Feria
, Texas
10.2012 - 08.2014
- Engaged with customers to effectively build rapport and lasting relationships.
- Trained and developed new sales team associates in products, selling techniques and company procedures.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Sold various products by explaining unique features and educating customers on proper application.
- Answered incoming telephone calls to provide store, products and services information.
Education
Bachelor of Science - Psychology
The University of Texas Rio Grande Valley
12.2021
Skills
- Account management
- Customer support
- Conflict mediation
- Call Center Operations
- Inbound and Outbound Calling
- Microsoft Office expertise
- Technologically savvy
- Credit card payment processing
- Quality assurance controls
- Customer relations
Timeline
Account Manager, Preferred Accounts
AJ Madison
06.2022 - Current
Client Experience Associate
Anywhere Works
02.2018 - 06.2022
Tutor
Self-employeed
09.2016 - 05.2019
Customer Service Representative
Qualfon Call Center
09.2015 - 09.2016
Customer Service Representative
Dish Network
08.2014 - 09.2015
Sales Associate
Stripes – La Feria
10.2012 - 08.2014
Bachelor of Science - Psychology
The University of Texas Rio Grande Valley
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