Jolene Martinez
Royse City,TX
Summary
Meticulous and universal call center representative with long-term single- company experience seeking to excel in phenomenal office skills, knowledge, and a team- driven focus with an organization where my skills will have the ability to go beyond what is expected and achieve company goals.
Overview
10
10
years of professional experience
Work History
Call Center Representative
Orthopaedic Specialist of Dallas
03.2022 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Processed debit and credit card and electronic check payments.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Catering and Delivery Office Assistant
Spring Creek Barbeque
01.2020 - 02.2022
- Establish and maintain rapport with clients, prior to, during and post conference, exceeding their expectations and encouraging repeat business
- Organize catering and delivery booking files from date of departure, and maintain accurate activities within files consistently
- General activities; to include but not limited to - process deposit checks, faxing and retrieving of departmental documents, mailing outbound materials, checking inbound mailboxes, ensure cut off dates, create booking files, daily signage, meeting agendas/minutes, purchase orders, etc
- Respond to 30+ emails and calls per day regarding event bookings, updates, quotes and questions
- Anticipated event requirements and handled numerous concerns in advance for smooth- day of execution
- Booked 604 events within a 9-month time frame while also completing 3 months of maternity leave
- Secured 25% of all delivery sales eventuating in the end of the year lead position.
Associate Manager
Spring Creek Barbeque
01.2016 - 01.2020
- Conducted interviews, oversaw the hiring process and ran staff training for 20+ employees
- Accomplished financial objectives in budget analyzing, preparing and maintaining proper restaurant protocols, and procedures of staff members
- Collaborated with head-quarters regarding new restaurant offerings
- Investigated and resolve complaints regarding food quality, service, or accommodations
- Provide consistently high-quality customer service and satisfaction, and work to facilitate a clean, hospitable, and friendly dining experience
- Check email and communication boards daily
- Performed opening and closing documentation over 4 years having received the trust and confidence of upper management for quality work and attention to detail.
Restaurant Server
Spring Creek Barbeque
01.2014 - 01.2015
- Promptly assisted 10+ guests while giving each a personal, and considerate restaurant experience resulting in a high customer return rate
- Maintained detailed information on 25+ menu items, including ingredient preparation, and dietary restrictions
- Accurately recorded and prepared all orders
- Successfully handled large amounts of money in a dynamic, fast-paced environment
- Ran POS entering a minimum of 50 + orders per busy shift with zero errors
- Consistently followed restaurant protocols, requirements, and quality assurance standards.
Education
High school diploma -
Kennedale High School
Kennedale, TX01.2016
Skills
- Adaptability
- Excellent Customer Service (11years)
- Attention to detail
- Management (4 years)
- Excellent time management and organization skills
- Ability to multi-task
- Professional communication both written and verbal
- Computer skills
- Problem-solving skills
- Data Entry
Timeline
Call Center Representative
Orthopaedic Specialist of Dallas
03.2022 - Current
Catering and Delivery Office Assistant
Spring Creek Barbeque
01.2020 - 02.2022
Associate Manager
Spring Creek Barbeque
01.2016 - 01.2020
Restaurant Server
Spring Creek Barbeque
01.2014 - 01.2015
High school diploma -
Kennedale High School
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