Jessica Martinez
Lancaster,CA
Summary
Results-driven Customer Service Specialist with 6 years of experience in high-volume environments. Managed 15–30+ daily customer interactions while maintaining over 95% data accuracy. Skilled in communication, conflict resolution, and project management, fostering effective partnerships and strategic planning.
Overview
10
10
years of professional experience
Work History
Provider Liaison
Child Care Resource Center
Sylmar, California
07.2021 - Current
- Generated official correspondence for providers, ensuring clear communication and alignment in service delivery.
- Served as primary contact, building strong relationships with internal teams and external partners.
- Fostered effective communication between families and childcare providers to improve service delivery.
- Addressed customer concerns promptly, implementing effective solutions that improved overall satisfaction.
- Managed database systems to track provider utilization and performance metrics, supporting data-driven decision-making.
- Collaborated with department heads to identify and implement process improvement initiatives.
- Reviewed and processed over 20 documents daily, ensuring accuracy and compliance.
- Met 95% of assigned deadlines during peak periods, demonstrating strong time management.
Customer Service Representative
RetroSpecs & Co
Los Angeles, USA
01.2018 - 06.2021
- Managed 20–25 daily calls, ensuring timely resolution of inquiries.
- Delivered exceptional customer support through various channels, enhancing service delivery.
- Implemented feedback mechanisms to gather insights, enhancing customer satisfaction.
- Led initiatives to optimize workflow processes, reducing response times.
- Effectively managed high-stress situations, maintaining professionalism while resolving conflicts.
- Coordinated with vendors and internal teams to streamline operations.
- Documented interactions in FileMaker for effective record-keeping.
Data Entry Clerk
RetroSpecs & Co
Los Angeles, USA
01.2016 - 12.2017
- Executed high-volume data entry tasks with a focus on maintaining accuracy and speed.
- Entered over 50 invoices daily with 95% accuracy while ensuring data integrity.
- Resolved discrepancies in data records, ensuring data integrity and accuracy.
- Updated customer data in database systems, adhering to confidentiality protocols.
- Trained new staff on effective data entry processes and company protocols.
- Collaborated with cross-functional teams to resolve data discrepancies promptly.
- Created improved filing systems that enhanced organization of digital files.
Education
Bachelor of Arts - Sociology
California State University
Los Angeles12.2014
Skills
- Customer support and relationship management
- High-volume call handling
- CRM and database systems
- Data entry and documentation
- Vendor communication
- Problem resolution
- Time management
- Team collaboration
- Issue resolution
- Policies and procedures implementation
Customer Service Achievements
- Handled 15–25+ customer calls daily while maintaining high service quality
- Achieved 90%+ first-contact resolution rate
- Maintained 99%+ data accuracy across systems
- Supported 100+ repeat customers
- Processed 50+ invoices per day with minimal errors
Languages
Spanish
Professional
Timeline
Provider Liaison
Child Care Resource Center
07.2021 - Current
Customer Service Representative
RetroSpecs & Co
01.2018 - 06.2021
Data Entry Clerk
RetroSpecs & Co
01.2016 - 12.2017
Bachelor of Arts - Sociology
California State University