John Martinez
River Oaks
Summary
Professional customer service expert prepared for this role. Possesses strong background in resolving complex issues, enhancing customer satisfaction, and fostering positive relationships. Known for effective team collaboration and adaptability to changing needs. Skilled in communication, problem-solving, and conflict resolution. Dependable and results-driven, ensuring reliable support and successful outcomes.
Overview
20
20
years of professional experience
Work History
Senior Customer Service Agent
FedEx
11.2019 - Current
- Served as an escalation point for challenging cases, applying expert problem-solving abilities to reach favorable outcomes for both customers and the company.
- Streamlined call handling for improved productivity and reduced wait times.
- Regularly exceeded performance goals by prioritizing tasks, managing time effectively, and remaining focused on delivering exceptional customer experiences.
- Developed scripts for common inquiries, reducing response time while maintaining consistency across agent interactions.
- Delivered exceptional support by accurately tracking customer requests and providing timely updates on resolution progress.
- Enhanced customer satisfaction by efficiently resolving complex issues and addressing concerns.
Input Auditor
FedEx
10.2005 - 11.2019
- Provided detailed documentation on audit findings, facilitating swift corrective action when necessary.
- Maintained confidentiality, handling sensitive information discreetly throughout all stages of the audit process.
- Ensured compliance with regulatory requirements by performing regular audits and staying up-to-date on industry standards.
- Streamlined audit processes, improving efficiency and reducing time spent on each audit engagement.
- Developed strong relationships with clients, building trust and ensuring a high level of satisfaction during the audit process.
Education
Associate of Arts - General Studies
Tarrant County College
Fort Worth, TX11-2004
Skills
- Complaint handling
- Staff training
- Customer retention
- Call center operations
- Account management
- Strategy development
- Performance Analysis
- Quality Assurance
- Self motivation
- Stress tolerance
- Task prioritization
- Customer service excellence
Timeline
Senior Customer Service Agent
FedEx
11.2019 - Current
Input Auditor
FedEx
10.2005 - 11.2019
Associate of Arts - General Studies
Tarrant County College