Maria Terri Martinez
San Antonio
Summary
Senior Customer Service Associate with a proven track record at General Motors Co, enhancing team performance and fostering client engagement through effective complaint resolution and strong communication skills. Excelled in conflict resolution and service excellence, significantly boosting customer satisfaction and fostering long-term relationships. Expert in client communication, ensuring seamless service delivery and team coaching.
Overview
18
18
years of professional experience
Work History
Senior Customer Service Associate
General Motors Co
05.2017 - 01.2022
- Promoted a culture of continuous improvement within the team by regularly soliciting feedback from colleagues on best practices for enhancing performance.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Escalated issues to proper supervisors when standard processes were not effective.
- Greeted customers and listened closely to problems described to determine solutions.
Senior Customer Service Representative
Frost Bank
04.2004 - 04.2015
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
Education
GED -
Brackenridge High School
San Antonio, TX11-1980
Skills
- Service Excellence
- Accurate Cash Handling
- Client Engagement
- Resolution Facilitation
- Effective Complaint Resolution
- Client Communication Expertise
- Strong Communication Skills
- Issue Identification
- Conflict resolution
Languages
Spanish
Native or Bilingual
Interests
- Offering time and support to shelters for the homeless, women, and animals
- Animal Welfare Advocacy
- Volunteering
Timeline
Senior Customer Service Associate
General Motors Co
05.2017 - 01.2022
Senior Customer Service Representative
Frost Bank
04.2004 - 04.2015
GED -
Brackenridge High School
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