Jennifer Martinez
Albuquerque,NM
Summary
Experienced Customer Service Representative fluent in English and spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Overview
7
7
years of professional experience
Work History
Bilingual CUSTOMER SERVICE/ SALES (SPANISH)
COMCAST/ XFINITY
01.2019 - Current
- Promote, recommend, and selling products and services utilizing consultative selling techniques to maximize customer satisfaction and results
- Adhere to quality standards, meeting sales and performance goals set by management
- Stay informed of current competitive offers and products in order to position company products/services in a confident manner
- Meet/exceed all performance expectations including products sales, add-on sales, call handling metrics, and quality standards
- Up-sells to customer upgrades as necessary
- To the best of abilities, provide technical product support.
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Streamlined communication processes for better efficiency between team members and clients.
- Reduced customer complaints by proactively identifying potential issues and implementing solutions.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained and managed customer files and databases.
- Provided language translation services for customer service inquiries.
- Met all call quality standards and daily quotas for first-call resolution.
SALES EXPECT
VICTORIA SEACRET
01.2019 - 01.2019
- Adhere to quality standards, meeting sales and performance goals set by management
- Provide quotes.
- Established long-term relationships with clients, leading to increased repeat business and customer loyalty.
- Exceeded sales targets consistently by identifying new opportunities and successfully closing deals.
- Improved overall customer satisfaction by providing exceptional service and addressing concerns promptly.
Bilingual Customer Service Agent
Molina Healthcare
01.2018 - 01.2019
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Verified insurance eligibility and coverage for patients.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Handled customer service inquiries in person, via telephone and through email.
- Investigated insurance claims denials and appeals.
CUSTOMER SERVICE/ OUTBOUND SALES (BILINGUAL)
SPECTRUM
01.2017 - 01.2018
- Provides accurate information to the customer
- Explain products and policies so the customer in a clear, concise manner
- Responsible for providing effective leadership and support to entry level Service to Solutions professionals
- Prepare complete and accurate work and update customer file
- Ensure service delivered to our customers meets contractual sales goals and other Key.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
UNIVERSITY OF UNM -
DIPLOMA -
RIO GRANDE HIGH SCHOOL
05.2013
Skills
- Excellent attention to details
- Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product
- Excellent customer service skills or contact center knowledge and focus, communication, problem solving, analytical, and organizational skills
- Strong customer focus
- Ability to work weekends, either rotating or set days as outlined in the job requisition
- Strong evaluation and analysis skills
- Ability to work within the operating hours and days for this position as outlined in the posted job requisition
- At least an intermediate ability in computer skills
- Strong team player
- Technical Support
- Active Listening
- Bilingual Proficiency
- Customer Support
Timeline
Bilingual CUSTOMER SERVICE/ SALES (SPANISH)
COMCAST/ XFINITY
01.2019 - Current
SALES EXPECT
VICTORIA SEACRET
01.2019 - 01.2019
Bilingual Customer Service Agent
Molina Healthcare
01.2018 - 01.2019
CUSTOMER SERVICE/ OUTBOUND SALES (BILINGUAL)
SPECTRUM
01.2017 - 01.2018
UNIVERSITY OF UNM -
DIPLOMA -
RIO GRANDE HIGH SCHOOL
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