Jennifer Martinez
Fayetteville,NC
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Known for successfully handling escalated customer support issues using empathy, persuasive and positive language.
Overview
11
11
years of professional experience
Work History
HOME BASED RESERVATIONS REPRESENTATIVE
American Airlines
06.2022 - Current
- Booked, modified and refunded tickets using American Airlines ticketing systems
- Solicited rental car, hotels, and credit card services
- Managed over 50 customer calls, requests and questions in timely manner
- Provided quality customer service in professional manner in accordance with American's guidelines
- Provided support to other departments/desks
Customer Service Manager
Walmart
09.2017 - 06.2020
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Lead Teller
Wells Fargo
03.2014 - 10.2016
- Performed basic administrative tasks regarding banking products by handling phone calls, inquiries and emails.
- Welcomed customers and offered pleasant service during entire transaction.
- Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks.
Lead Customer Service Representative
Convergys
03.2012 - 02.2014
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Trained new employees on company customer service policies and service level standards.
- Directed strategic and brand-appropriate marketing initiatives to improve product presentation and maximize sales.
Bilingual Customer Service Representative
NovaDine
06.2009 - 02.2012
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Answered questions and informed customers of current sales and promotions.
- Improved service quality and increased sales by developing strong knowledge of company's products and services.
Education
Associate of Applied Science -
Westchester Community College
Valhalla, NY05.2018
High School Diploma -
Panther Creek High School
Cary, NC06.2010
Skills
- Persuasive Speaking
- Empathy
- Adaptability
- Clear Communication
- Active Listening
- Microsoft PowerPoint
- Bilingual
Timeline
HOME BASED RESERVATIONS REPRESENTATIVE
American Airlines
06.2022 - Current
Customer Service Manager
Walmart
09.2017 - 06.2020
Lead Teller
Wells Fargo
03.2014 - 10.2016
Lead Customer Service Representative
Convergys
03.2012 - 02.2014
Bilingual Customer Service Representative
NovaDine
06.2009 - 02.2012
Associate of Applied Science -
Westchester Community College
High School Diploma -
Panther Creek High School
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