Katherine Martinez
Browns Mills ,NJ
Summary
Dynamic professional with a proven track record at Modivcare LLC, adept in complaint resolution and leveraging Microsoft Excel for data-driven decisions. Excelled in high-volume call environments, enhancing customer satisfaction through effective problem-solving and active listening. Skilled in both conflict resolution and critical thinking, consistently achieving and surpassing service goals.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Modivcare LLC
04.2023 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests for rides, services, and company information.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Tracked customer service cases and updated service software with customer information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- scheduled Reservations for medical appointments to request transportation
- Took over 100 incoming calls daily at a high volume call center daily
- Made outbound calls to the transportation
- De-Escalated complaints, and handled them accordingly
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Server
Joe's Crab Shack
01.2016 - 07.2017
- Explained menu items and suggested appropriate options for food allergy concerns.
- Cultivated warm relationships with regular customers.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Upsold high-profit items to enhance sales numbers.
- Bussed and reset tables to keep dining room and work areas clean.
- Served food and beverages promptly with focused attention to customer needs.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Answered customers' questions, recommended items, and recorded order information.
Education
No Degree - Phlebotomy
K&G Career Academy
Elizabeth, NJ08.2022
Skills
- Report Generation
- Data Collection
- Data Entry
- Scheduling
- Complaint resolution
- Appointment Scheduling
- Product Knowledge
- Account updating
- Paperwork Processing
- Call Management
- Conflict Resolution
- Microsoft Excel
- Microsoft PowerPoint
- Active Listening
- De-Escalation Techniques
- Credit adjustments
- Money handling abilities
- Multi-line phone talent
- Call center experience
- Problem-solving abilities
- Critical Thinking
Horseback riding
I have been riding horses in my past time since i was 5 years old. I have competed in the tri-state area
Timeline
Customer Service Representative
Modivcare LLC
04.2023 - Current
Server
Joe's Crab Shack
01.2016 - 07.2017
No Degree - Phlebotomy
K&G Career Academy
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