Juan Martinez
Customer Service Representative
Weslaco,TX
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
14
14
years of professional experience
13
13
years of post-secondary education
Work History
Customer Service Representative
Humach LLC / Department of Health
Dubuque, IA
12.2022 - Current
- Met all call quality standards and daily quotas for first-call resolution.
- Met customer call guidelines for service levels, handle time and productivity.
- Inbound calls for New York City vaccination program under Department of Health and Health and Hospitals.
- Scheduled vaccination appointments, provided walk-in information and filled out homebound forms.
- Achieved and maintained departmental performance standards.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
Member Experience Advisor
Humach LLC / Nations Benefits
Dubuque, IA
01.2023 - 02.2023
- Serviced health plans with an over-the-counter benefit (OTC), where members are able to purchase health and wellness products, first aid supplies and other qualifying items via phone, or online orders.
- Assisted member with activating benefit flex cards, ordering replacement cards, checked benefit balances, and resetting member ID to login.
- Quickly and accurately answered customer questions, including grievance and filling escalation forms. Provided suggested effective solutions and resolved issues to increase customer satisfaction 100%.
- Placed member Nations OTC orders, checked order status, order inquiry, cancelled orders, reshipped orders and refunds.
Member Relations Specialist
Humach, LLC / IdentityIQ
Dubuque, IA
01.2021 - 11.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction. Managed over 25 customer calls per day.
- Inbound and outbound calls for IdentityIQ.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Bilingual Customer Service Representative
Express Employment Professionals / Humach, LLC
Dubuque, IA
03.2021 - 01.2022
- Achieved and maintained departmental performance standards.
- Met customer call guidelines for service levels, handle time and productivity.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
- Maintained up-to-date knowledge of product and service changes.
- Inbound and outbound calls for The City of New York vaccination program under The Department of Health and Health and Hospitals.
Home Health Care Attendant
First Choice / Frontline Health Services
04.2013 - 10.2020
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
- Provided mobility assistance such as walking and regular exercising.
- Assisted disabled clients to support independence and well-being.
- Administered medication as directed by physician.
- Followed nutritional plans to prepare optimal meals.
Home Health Care Attendant
Juanit's Angels Healthcare LLC
, TX
07.2009 - 04.2013
- Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
- Developed rapport to create safe and trusting environment for care.
- Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness.
- Assisted elderly clients in daily activities, physical transfers and care for incontinence.
- Provided mobility assistance such as walking and regular exercising
- Promoted development of healthy lifestyle to meet health and wellness objectives
Education
Bachelor of Arts - Liberal Studies
California State University - Fresno
Fresno, CA 09.1990 - 12.1996
Associate of Arts - Business Administration
West Hills College - Coalinga
Coalinga, CA 09.1987 - 06.1990
High School Diploma -
Avenal High School
Avenal, CA 09.1983 - 06.1987
Skills
- Customer Service and Assistance
- Inbound and Outbound Calling
- Efficient and Detail-Oriented
- Responding to Difficult Customers
- Calm and Professional Under Pressure
- Excellent Attention to Detail
- Patient and Empathetic
- Appointment Scheduling and Confirmation
- Understanding Customer Needs
- Billing Adjustments and Refunds
- Courteous with Strong Service Mindset
- Dedicated, Dependable and Responsible
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If you want others to be happy, practice compassion. If you want to be happy, practice compassion.
Tensin Gyatso, Fourteenth Dalai Lama
Timeline
Member Experience Advisor
Humach LLC / Nations Benefits
01.2023 - 02.2023
Customer Service Representative
Humach LLC / Department of Health
12.2022 - Current
Bilingual Customer Service Representative
Express Employment Professionals / Humach, LLC
03.2021 - 01.2022
Member Relations Specialist
Humach, LLC / IdentityIQ
01.2021 - 11.2022
Home Health Care Attendant
First Choice / Frontline Health Services
04.2013 - 10.2020
Home Health Care Attendant
Juanit's Angels Healthcare LLC
07.2009 - 04.2013
Bachelor of Arts - Liberal Studies
California State University - Fresno
09.1990 - 12.1996
Associate of Arts - Business Administration
West Hills College - Coalinga
09.1987 - 06.1990
High School Diploma -
Avenal High School
09.1983 - 06.1987
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