Jessica Martinez
San Benito,TX
Summary
Goal oriented quality customer service representative. I am a fast learner and I am confident if given the opportunity I can and will excel in any position offered.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Advanced Call Center Technologies LLC
12.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Travel Consultant
Taskus
07.2021 - 12.2022
- Booked flights, hotel, car rentals for clients.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
Health Clerk
Ninos Inc.
10.2019 - 01.2021
- Assisted with data entry of medical records, immunization records, etc
- Assisted with distribution of all health supplies and any other supplies needed and requested
- Searched for bids on items requested, placed orders, separated and prepared orders for distribution
- Monitored centers each month
- Created and sent out reports
- Organized Health fairs, meetings, and events
Customer Service Representative
Advanced Call Center Technologies, LLC
06.2016 - 01.2019
- Assisted with account maintenance including personal information, annuity payment information, and general insurance information
- Assisted members with general account balance information, including the account balance, years of service, amount of contributions, and general legislative information that determines the amount and rules of withdrawal
- Use of resources – required to utilize all available resources to assist the member to best of our ability while providing excellent and exceptional customer service
Home Health Provider
Abundant Life Home Health Care
06.2015 - 06.2016
- Supports patients by providing housekeeping and laundry services
- Shopping for food and other household requirements
- Assisted patients by providing personal services such as bathing, dressing, and grooming
Store Manager
Subway
04.2012 - 05.2015
- Review financial statements, sales or activity reports, or other performance data to measure productivity or goal achievement or to identify areas needing cost reduction or program improvement
- Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products
- Prepare staff work schedules and assign specific duties
Education
Business Accounting - Business
Southern Careers Institute
TX06.2019
High School Diploma -
Mid Valley Academy
Harlingen, TX2009
Skills
- Fast learner
- Time management skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Documentation
- Microsoft PowerPoint
- Data collection
- Staff training
- De-escalation techniques
- Technical support
- Quality control
- Filing
- Dispute resolution
- Multi-line phone talent
- Sales expertise
- Store maintenance
- Account updating
- Account management
- Reading comprehension
- Staff education and training
- Quality assurance controls
References
- Crystal Sauceda, Personal, 9564074630
- Gloria Limon, Event Coordinator, 9562417633
- Viola Zuniga, Quality Analyst, 956730006
Otherexperience
- Active Listening which includes giving full attention to what the members are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting.
- Time Management which includes managing ones own time and the time of others.
- Active Learning which includes understanding the implications of new information for both current and future problem-solving and decision-making.
Timeline
Customer Service Representative
Advanced Call Center Technologies LLC
12.2022 - Current
Travel Consultant
Taskus
07.2021 - 12.2022
Health Clerk
Ninos Inc.
10.2019 - 01.2021
Customer Service Representative
Advanced Call Center Technologies, LLC
06.2016 - 01.2019
Home Health Provider
Abundant Life Home Health Care
06.2015 - 06.2016
Store Manager
Subway
04.2012 - 05.2015
Business Accounting - Business
Southern Careers Institute
High School Diploma -
Mid Valley Academy