Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Kashla Martinez

Allentown,PA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.


Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.


Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.


Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate Type systems. Effective at operating within Type regulations and Type department guidelines to manage telephone calls, emails, letters and in-person requests for assistance.


Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.


Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

8
8
years of professional experience

Work History

CSR

National Freight Industries
Breinigsville, PA
06.2018 - 07.2019
  • Responded to customer requests for products, services and company information.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Cross-trained and provided back up for customer service managers.
  • Communicated professionally with colleagues, freelancers and clients.
  • Promptly responded to inquiries and requests from prospective customers.
  • Investigated and resolved accounting, service and delivery concerns.
  • Followed up with customers about resolved issues and completed Action and Action to maintain high standards of customer service.
  • Provided ongoing guest service.
  • Developed, updated and organized Software databases to handle customer and Type data.
  • Contacted clients to verify account information and maintain accuracy, resulting in Number% increase in client satisfaction.

Customer Service Representative

Iqor
Bethlehem, PA
08.2017 - 07.2018
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Promptly responded to inquiries and requests from prospective customers.
  • Managed timely and effective replacement of damaged or missing products.
  • Delivered excellent customer service, resulting in consistent Number% customer satisfaction rating.
  • Entered orders into Type computer database system.
  • Assessed caller accounts to determine Type benefits, identify service needs and resolve issues.

Home Care Aid

Comforting Home Care
Bethlehem, PA
02.2016 - 03.2017
  • Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces and purchasing supplies.
  • Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
  • Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
  • Monitored progress and documented patient health status changes to keep care team updated.
  • Cooked tasty, nourishing meals for patients to promote better nutrition.
  • Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
  • Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
  • Planned, prepared and served meals and snacks according to prescribed diets.
  • Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support.
  • Assisted disabled clients to support independence and well-being.
  • Scheduled and accompanied clients to medical appointments.
  • Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness.
  • Ran errands for patients, did shopping, and picked up other necessities.
  • Administered medication as directed by physician.
  • Administered medications to patients and remained vigilant for negative side effects.
  • Developed rapport to create safe and trusting environment for care.
  • Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.

Education

High School Diploma - Business And General Studies

Pennsylvania School of Business
Allentown, PA
06.2012

Skills

  • Call Documentation
  • Upbeat and Positive Personality
  • Data Entry and Maintenance
  • POS Systems and Ordering Platforms
  • Customer Data Confidentiality
  • Responding to Difficult Customers
  • Efficient and Detail-Oriented
  • Calm and Professional Under Pressure
  • Courteous with Strong Service Mindset
  • Understanding Customer Needs
  • IBM Power Systems Software
  • Microsoft Exchange
  • Microsoft Windows
  • Microsoft Office
  • Microsoft Internet Explorer
  • Electronic Information Systems
  • Inbound and Outbound Calling
  • Call Transfers
  • Information Inputting
  • Microsoft Excel
  • Customer Service and Assistance
  • Google Drive
  • Time Management
  • Microsoft Access
  • Telephone Management
  • Quality Control Analysis
  • Customer Information Databases
  • Complex Problem-Solving
  • Speaking
  • Zoom
  • Inquiry Requests
  • Microsoft Dynamics
  • Customer Account Management
  • Customer Retention Strategies
  • Issue and Complaint Resolution
  • Citrix
  • IBM Notes
  • SAP

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

CSR

National Freight Industries
06.2018 - 07.2019

Customer Service Representative

Iqor
08.2017 - 07.2018

Home Care Aid

Comforting Home Care
02.2016 - 03.2017

High School Diploma - Business And General Studies

Pennsylvania School of Business

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Kashla Martinez