Open To Work
Lucia Martinez
Alamo
Summary
Customer service representative with strong communication and analytical problem-solving skills. Known for developing empathetic client relationships and exceeding service standard goals. Committed to improving customer experiences by addressing concerns promptly and providing tailored solutions that enhance satisfaction and foster loyalty.
Overview
13
13
years of professional experience
1
1
year of post-secondary education
Work History
Customer Service Representative
Ubiquity Global Services
02.2025 - Current
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with vendor representatives and company customers to set up optimal delivery schedules.
- Resolved order issues efficiently and enhanced customer satisfaction ratings.
- Proactively managed client correspondence and recorded tracking and communications.
- Followed all HIPAA rules and regulations regarding patient confidentiality.
- Reviewed documentation for compliance with requirements and accuracy of information.
- Maintained security and privacy of records to protect patients and providers.
Customer Service Dispatcher
Roto-Rooter
11.2024 - 12.2024
- Maximized resource utilization by skillfully assigning tasks based on technician capabilities and availability.
- Resolved conflict situations professionally, resulting in positive outcomes for both customers and the organization.
- Served as a reliable point of contact for field technicians during emergencies or unexpected issues.
- Maintained open communication channels with management, providing regular updates on dispatcher performance and operational challenges.
- Optimized scheduling processes to ensure resources were allocated effectively while minimizing downtime.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Customer Service Representative
Verizon Wireless
02.2024 - 04.2024
- Answer telephones and respond to basic customer questions using established methods provided in training.
- Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Educated customers about billing, payment processing and support policies and procedures.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Responded to customer requests for products, services, and company information.
Pharmaceutical Representative
Gainwell
04.2023 - 10.2023
- Participate in the review of pharmacy claim rejections, denials, and member eligibility data to identify trends related to non-compliance or misapplication of payment policies, medical guidelines, billing protocols, and regulatory requirements.
- Document and assist in the preparation of internal and external documentation and presentations regarding research findings and new coordination of benefit issues.
- Collaborate with team members, management and clients to resolve client inquiries; cross-train new resources in customer service processes.
Pharmacy Technician Trainee
Walgreens
11.2021 - 02.2022
- Filling prescriptions, change manufacturer on medication not in stock.
- Intake, translate for patients, supply orders, and manage Auto-Dispense system.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Assisted pharmacists in managing medication inventory, ensuring adequate stock levels for timely patient service.
Fast Food Crew Member
McDonald's
12.2016 - 02.2020
- Contributed to positive restaurant reputation by greeting and serving customers with professionalism.
- Maintained professional restaurant appearance by handling cleanliness and overall presentation of work areas.
- Managed orders from start to finish, inspecting final products to verify quality and bagging items for customers.
- Followed all safety, sanitization, and food handling guidelines.
- Processed payments as credit card transactions, gift cards, or cash transactions.
- Enhanced team efficiency with well-stocked stations and efficient side work.
- Satisfied customers with fast, friendly and knowledgeable support.
Server
The Cove
07.2013 - 01.2017
Education
Health Medical Administrative Services -
The College Healthcare Professions
San Antonio, TX 03.2021 - 05.2022
High School Diploma -
G.W Brackenridge High School
San Antonio, TXSkills
- Data entry
- Call Documentation
- Microsoft Exchange
- Networking
- Organization and Time Management
- Active Listening
- Adaptability and Flexibility
- Teamwork and Collaboration
- Adaptable
- Account updating
- Quality assurance
- Inbound phone call management
- Call center customer service
- Customer relationship management
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteOn-SiteSalary Range
$17/hr - $730/hrTimeline
Customer Service Representative
Ubiquity Global Services
02.2025 - Current
Customer Service Dispatcher
Roto-Rooter
11.2024 - 12.2024
Customer Service Representative
Verizon Wireless
02.2024 - 04.2024
Pharmaceutical Representative
Gainwell
04.2023 - 10.2023
Pharmacy Technician Trainee
Walgreens
11.2021 - 02.2022
Health Medical Administrative Services -
The College Healthcare Professions
03.2021 - 05.2022
Fast Food Crew Member
McDonald's
12.2016 - 02.2020
Server
The Cove
07.2013 - 01.2017
High School Diploma -
G.W Brackenridge High School