Karen Martinez
Converse,TX
Summary
Proven customer service expert with a track record at Spectrum, adept in critical thinking and active listening, significantly enhancing customer loyalty and satisfaction. Excelled in resolving complex issues, demonstrating empathy, and leveraging bilingual skills to surpass performance benchmarks. Mentored new hires, contributing to team excellence in service delivery.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Spectrum
04.2019 - 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Connection Center Associate
Spectrum
03.2015 - 02.2019
- Enhanced customer satisfaction by providing timely and accurate information on products and services.
- Developed rapport with frequent callers, promoting a positive brand image through attentive service.
- Sold products and services to new and existing customers.
- Contributed to team goals by consistently meeting or exceeding performance benchmarks in key areas such as call handling time and customer satisfaction scores.
- Maintained strict adherence to privacy guidelines when handling sensitive customer data.
- Resolved customer inquiries and complaints by offering appropriate solutions, resulting in increased customer retention.
- Improved call resolution rates with thorough research and problem-solving skills.
- Maintained up-to-date knowledge of company policies and procedures to provide accurate guidance to customers.
- Addressed technical issues experienced by customers, guiding them through troubleshooting steps for prompt resolutions.
Education
San Antonio College
San Antonio, TXSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Goal oriented
- Fluent bilingualism
- Empathy and patience
- Call handling
- Call center customer service
- Problem-solving skills
- Customer communications
- Resolving issues
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Spectrum
04.2019 - Current
Connection Center Associate
Spectrum
03.2015 - 02.2019
San Antonio College
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