Marie Martinez
Visalia,CA
Summary
Diligent Customer Service Representative with proven technical abilities, consultation skills, and attention to detail. Easily understands customers' concerns and fields wide range of inquiries with excellent resolution record. Maintains detailed, accurate documentation of all activities. Results-driven customer service professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations. Motivated customer relations team member focused on delivering top-notch service. Remains level-headed and analytical in issue resolution. Documents problems thoroughly and pursues complete customer satisfaction. Hardworking Customer Service Representative offering excellent customer expectation management and problem resolution skills. Sales and service expert with solid record of exceeding performance targets while maintaining high-quality standards. Knowledgeable about insurance industry service protocols and best practices.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Foundation for Medical Care
11.2025 - Current
- Resolved customer inquiries efficiently through phone, email, and chat support channels.
- Provided accurate information regarding medical services and insurance policies to enhance customer understanding.
- Collaborated with healthcare teams to streamline communication and improve service delivery.
- Developed training materials for new representatives, focusing on best practices for customer interactions.
- Provided bilingual customer support, resolving inquiries and concerns with efficiency and professionalism.
Quality Audit Specialist
Cigna-evernorth
05.2022 - 06.2025
- Conducted comprehensive quality audits to ensure compliance with regulatory standards and internal protocols.
- Developed and implemented audit plans, enhancing operational efficiency across departments.
- Analyzed audit findings, providing actionable insights for continuous improvement initiatives.
- Collaborated with cross-functional teams to address compliance issues and refine processes.
- Resolved customer inquiries in English and Spanish, ensuring clear communication and satisfaction.
Customer Service Representative
Cigna
08.2016 - 05.2022
- Facilitated prompt and efficient handling of customer calls to enhance overall service quality in a dynamic call center setting.
- Facilitated efficient and friendly service to address customer questions and resolve complaints.
- Conducted follow-up communications with customers to enhance support and verify satisfaction with resolutions.
- Responded to 100 inbound calls each day to resolve customer inquiries and drive sales closures.
- Addressed customer inquiries and resolved complaints to enhance service quality and satisfaction.
- Collected and evaluated customer feedback to enhance service quality and operational efficiency.
- Provided expert guidance to customers in troubleshooting product problems to enhance user experience.
- Facilitated customer satisfaction through effective resolution of inquiries and concerns.
- Anticipated client requirements and addressed issues to maintain high levels of customer contentment.
- Investigated and addressed customer service issues to enhance overall satisfaction and support operations.
- Facilitated resolution of inbound customer inquiries to ensure adherence to performance standards.
Loan Process Associate
Fast Auto Loans
08.2015 - 08.2016
- Conducted real-time assessment of customer readiness and resource availability to successfully move forward with home loans.
- Received and handled conditions returned from underwriting team.
- Compiled crucial financial information from employers, landlords, and other available documentation.
- Protected institution by verifying approvals against established lending guidelines.
- Prepared and submitted packages for underwriting department review.
- Completed applications with appropriate documentation by working closely with borrowers.
- Smoothed loan closings by collecting necessary paperwork and clearances.
- Supported customers throughout application and closing processes.
- Identified problematic loans with frequent account and payment reviews.
- Obtained underwriting approval by following outlined recommendations and submitting appropriate packages.
Insurance Broker
Freeway Insurance
07.2012 - 08.2013
- Expanded client base with powerful marketing, cold calling, and referral management.
- Met and maintained monthly and quarterly insurance sales goals by capitalizing on expert knowledge of available products, customer preferences, and market trends.
- Liaised between clients and insurers by maintaining partnerships with insurance company representatives and underwriters.
- Optimized customer service strategies, increasing retention with revitalized focus on customer needs and market demands.
- Maintained high satisfaction rates and revenue numbers by establishing strong customer and community relationships with regular follow-up on outstanding issues related to insurance policies.
- Customized insurance programs for individual customers to cover target risk types.
- Maintained robust client numbers through effective retention and acquisition strategies.
- Developed marketing strategies to compete with other insurance companies.
Education
High School Diploma - undefined
Farmersville High School
Farmersville, CA06.2006
Skills
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly
- Oversaw call management operations to ensure efficient communication flow
- Managed comprehensive documentation processes to ensure accuracy and compliance
- Executed efficient paperwork processing to ensure timely documentation management
- Oversaw inbound call management processes to ensure efficient customer service delivery
- Facilitated effective complaint resolution processes to enhance customer satisfaction
- Facilitated customer service interactions in both Spanish and English, ensuring effective communication and resolution of inquiries
- Conducted thorough investigations into customer complaints to identify root causes
- Streamlined order documentation processes to enhance operational efficiency
Languages
Spanish
Professional Working
Timeline
Customer Service Representative
Foundation for Medical Care
11.2025 - Current
Quality Audit Specialist
Cigna-evernorth
05.2022 - 06.2025
Customer Service Representative
Cigna
08.2016 - 05.2022
Loan Process Associate
Fast Auto Loans
08.2015 - 08.2016
Insurance Broker
Freeway Insurance
07.2012 - 08.2013
High School Diploma - undefined
Farmersville High School