Jennifer Martinez

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Ability to handle multiple projects simultaneously with a high degree of accuracy. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.

Attained Most 5 Star Surveys Award for the company at MAPFRE Insurance

• Served as an Agency Interface Representative managing and resolving agent inquiries in regards to technical issues, access to company sites and systems
• Provided customer service to external agents through phone, email, and chat interactions
• Resolved agent's issues in a timely and efficient manner and kept accurate records of agent interactions and transactions
• Created access for multiple agents and agencies to access company sites and systems that would allow them to write business
• Worked closely with other departments to ensure IT needs were met
• Served as a bilingual Insurance Service Center assisting customers with reviewing their policies and making changes to their policies
• Remained knowledgeable in insurance policies, procedures, regulations and laws
• Demonstrated strong communication, critical thinking, problem solving, and organizational skills
• Utilized various computer programs, such as Microsoft Office, Salesforce and Company Insurance specific software's
• Provided excellent customer service to a diverse customer base in both English and Spanish
• Responded to customer inquiries via phone, email, and other forms of communication
• Troubleshoot customer issues and provided solutions in an efficient and timely manner
• Remained knowledgeable of company products and services
• Trained new employees on company service policies and service level standards and delivered instructions to them on a broad range of topics, integrating audio-visual presentations and training materials
• Attained top satisfaction rankings on a consistent basis on quality assurance scorecards and rankings
• Worked with multiple companies providing excellent customer service in a fast paced environment while working as a temporary worker and Bilingual Customer Service Specialist
• Utilized excellent communication skills to handle customer inquiries, resolve complaints, and process orders in both English and Spanish

• Shaun Gil, Agency Interface Representative at MAPFRE Insurance, 774-214-8149, sgil@mapfreusa.com
• Jenny Pedersen, Sr, Customer Service Representative at MAPFRE Insurance, 480-459-9299, jepedersen@mapfreusa.com
• Deedra Rogers, Insurance Service Representative at MAPFRE Insurance, 480-572-6523, drogers@mapfreusa.com