Larissa Martinez
Casa Grande,AZ
Summary
Customer-focused Customer Service Representative with 3+ years of experience providing high-quality support in remote and fast-paced environments. Skilled in phone support, resolving customer issues efficiently while maintaining professionalism and empathy. Proven ability to work independently from home, manage time effectively, and exceed performance metrics.
Overview
10
10
years of professional experience
Work History
Senior Fraud Specialist
Discover Financial Services
09.2023 - Current
- Handling inbound servicing calls from customers; addressing their inquiries regarding potential fraud or security, complete necessary fraud verification, includes caller authentication, transaction verification. Manage and escalate any risk or customer-impacting issues to management as needed. Provide excellent customer service and provide a high level of support to cardmembers. Keep calls on task and ensure efficient use of call handle times.
Customer Care Representative
GM Financial
Queen Creek, AZ
09.2020 - 10.2022
- Provide excellent internal and external customer service via phone requests focusing on first contact resolution. Ensure integrity of customer information by following established procedures for submitting requests to update loan information and updating customer demographics in the system of record.
- Display understanding of comprehensive payment transactions including debits and credits to identify errors, verify proof of cleared funds and provide detailed explanations to customers. Accurately document the system of record, call disposition. Negotiate to find the best outcome and utilize collection tools appropriately. Keep calls on task and ensure efficient use of call handle times.
Cashier/ Hand Dry Supervisor
BLUE BEACON
11.2015 - 07.2020
- Operate registers, scales and credit card/debit card terminals. Getting customers information and entering it into the system. Handle exchanges and refunds in a quick, and efficient manner. Perform basic math functions to collect payments and make correct change. Maintain accurate cash drawer, and produce transaction reports. Great customer service. Making sure employees stay busy, and helping the business run smooth.
Education
High school or equivalent - undefined
Center of excellence high school
12.2018
Skills
- Investigation techniques
- Data entry
- Time management
- Multitasking and organization
- Remote/Work from home
- Teamwork and collaboration
- Conflict Resolution
- Active listening
- Account management
- Issue resolution and escalation
- Microsoft Excel and Outlook
Timeline
Senior Fraud Specialist
Discover Financial Services
09.2023 - Current
Customer Care Representative
GM Financial
09.2020 - 10.2022
Cashier/ Hand Dry Supervisor
BLUE BEACON
11.2015 - 07.2020
High school or equivalent - undefined
Center of excellence high school