Summary
Overview
Work History
Education
Skills
Timeline
Intern
Jennifer Martinez

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, NY
05.2018

High School Diploma -

Panther Creek High School
Cary, NC
06.2010

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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Jennifer Martinez