Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Leila Martinez

Pharr,TX

Summary

Bilingual (English/Spanish) Customer Service Specialist with over 5 years of experience in high-volume, fast-paced environments across healthcare, retail, and administrative sectors. Proven ability to manage and resolve complex client inquiries, with strong track record in team leadership, CRM systems (Salesforce, Zendesk, SAP), and performance organization. Adept at streamlining operations, driving customer satisfaction, and supporting underserved communities through outreach and education. Recognized for exceptional communication skills, adaptability, problem-solving, and delivering exceptional service across phone, email, live chat channels, and in-person. Tech-savvy, organized, and self-motivated, ideal for thriving in remote-first teams focused on client success and continuous improvement.

Overview

6
6
years of professional experience

Work History

Customer Service Specialist

Cognosante/ASM Research
06.2024 - Current
  • Successfully assisted over 500 clients per month with enrollment processes, achieving a 95% completion rate for applications submitted within deadlines.
  • Developed and implemented operational procedures to ensure efficient workflow. Reviewed product sales orders for accuracy, explained documents, and approved order exceptions; Selected to assist in training new agents.
  • Conducted outreach and educational sessions in both English and Spanish, increasing community awareness and enrollment by 40% in underserved populations.
  • Maintained accurate records of client interactions and enrollment statuses, facilitating smooth communication between clients and healthcare providers.
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.

Overnight Customer Service Team Lead

Home Depot
01.2021 - 05.2024
  • Processed and stocked an average of 1,000 items per shift, maintaining a 98% accuracy rate in inventory management and significantly reducing discrepancies.
  • Communicated effectively with team members and supervisors to address any inventory discrepancies, fostering a cooperative work environment.
  • Collaborated with team members to maintain a clean and organized warehouse environment, contributing to a 15% reduction in safety incidents.

Administrative Assistant

GuardTexas
01.2019 - 01.2021
  • Managed an average of 100 incoming calls and inquiries daily, providing exceptional customer service and achieving a 90% satisfaction rating in client feedback surveys.
  • Assisted in the preparation and distribution of internal communications and reports, improving information flow and enhancing team collaboration.
  • Maintained confidentiality and security protocols while handling sensitive client information, fostering trust and compliance with privacy standards.

Education

Bachelor of Business Administration - undefined

University of Texas Rio Grande Valley

Associate of Arts - Interdisciplinary Studies

South Texas College

Skills

  • Excellent communication skills, written and verbal
  • Proficient in CRM/SAP/Zendesk/Salesforce systems and Microsoft Office
  • Excellent attention to detail and accuracy in data entry and record keeping
  • Error Identification
  • LiveChat Support
  • Administrative Support
  • Ability to thrive in a fast-paced environment
  • Escalation Handling
  • Ability to multi-task and manage time effectively
  • Project management
  • Typing speed of 60 wpm

Timeline

Customer Service Specialist

Cognosante/ASM Research
06.2024 - Current

Overnight Customer Service Team Lead

Home Depot
01.2021 - 05.2024

Administrative Assistant

GuardTexas
01.2019 - 01.2021

Bachelor of Business Administration - undefined

University of Texas Rio Grande Valley

Associate of Arts - Interdisciplinary Studies

South Texas College

Similar Profiles

CREATE PROFILE
Leila Martinez