Lorraine Martinez
San Antonio,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
6
6
years of professional experience
Work History
Inbound Collections
Convergent Outsourcing
San Antonio, TX
01.2020 - 06.2022
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Investigated customer disputes and complaints regarding billing errors and incorrect charges.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Attended weekly meetings with internal departments to discuss progress on collections efforts.
- Updated account status records and collection efforts.
Customer Service Representative
Sam's Club
San Antonio, TX
06.2016 - 01.2019
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Greeted customers and provided friendly customer service.
- Operated cash registers to process payments for goods and services.
- Balanced cash drawers at the end of each shift.
- Processed credit card transactions accurately and efficiently.
- Resolved customer complaints in a professional manner.
- Assisted customers with locating merchandise within the store.
Education
High School Diploma -
Excelsior Charter
Victorville06-2011
Psychology
Northeast Lakeview College
Universal City, TXSkills
- Multitasking Abilities
- Writing, editing, and proofreading
- Problem-solving abilities
- Teamwork and Collaboration
- Product Knowledge
- De-Escalation Techniques
- Process transactions
- Negotiation Skills
- Customer Service
- Refunds processing
- Call Documentation
- Credit card payment processing
Timeline
Inbound Collections
Convergent Outsourcing
01.2020 - 06.2022
Customer Service Representative
Sam's Club
06.2016 - 01.2019
High School Diploma -
Excelsior Charter
Psychology
Northeast Lakeview College
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