Mario L. Martinez
Riverside,CA
Summary
Proven customer care representative/maintenance professional with a strong track record of enhancing customer satisfaction. Proficient in Salesforce CRM and BuildPro, skilled at problem-solving and excelling in high-pressure environments for swift resolution of customer inquiries. Demonstrates the ability to improve departmental performance through effective teamwork and communication. Adept at managing inquiries, resolving issues, and ensuring customer satisfaction. Reputation for teamwork, adaptability, and achieving results under changing conditions. Exceptional customer care skills in conflict resolution, empathy, and time management. Organized and dependable, successfully managing multiple priorities with a positive attitude. Willing to take on added responsibilities to meet team goals. With over 20 years of experience in construction and customer care, offers exceptional customer service, conflict mediation, and communication skills to address diverse needs. Smoothly mitigates customer conflicts through calm and level-headed strategies. Responsive and resilient team player with an adaptable and resourceful mindset, consistently delivering outstanding results.
Overview
25
25
years of professional experience
Work History
Customer Care Representative
Woodside Homes
03.2022 - 09.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- LEAST Friction: Listen, Empathize, Ask, Share and Thank.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Customer Care Representative
TRI Pointe Homes
10.2020 - 02.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
Customer Care Representative
Lennar Homes
10.2015 - 06.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
Maintenance Technician
Davlyn Investments, Property Management.
07.2012 - 10.2015
- Operated varied hand and power tools to complete repairs.
- Used problem-solving skills to alleviate issues efficiently with minimal supervision.
- Troubleshot equipment breakdowns and performed preventive maintenance.
- Followed work orders and specifications for machine and equipment replacement, repair, or maintenance.
- Followed safety protocols to minimize workplace accidents.
- Inspected and maintained equipment to keep items in top working condition.
- Completed daily, weekly, and monthly checklists on building equipment to maintain records of scheduled maintenance procedures.
- Successfully completed complex repair tasks within tight deadlines, minimizing disruptions to daily operations.
- Improved equipment functionality by conducting regular maintenance checks and repairs.
- Contributed to a safer work environment, promptly addressing any identified hazards or concerns.
- Installed new locks, door handles, and door closers.
- Collaborated with team members to complete larger repair projects efficiently.
- Reduced downtime by quickly diagnosing and resolving technical issues on machinery.
- Performed electrical and mechanical repairs of production equipment to minimize downtime.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Monitored and documented work performance in maintenance logs in compliance with company guidelines.
- Maintained restroom functionality by repairing leaking faucets, clogged toilets, and other equipment.
- Facilitated smoother operation of HVAC systems through regular maintenance and updates.
- Followed instructions from supervisor regarding daily job tasks and duties.
Education
GED -
John W. North
Fugitive Recovery / CPOST Certification - Criminology
US Colleges of Heath And Human Services'
Riverside, CASkills
- Multitasking Abilities
- Reliability
- Customer service excellence
- Teamwork skills
- Phone Etiquette
- Professionalism
- Time management abilities
- Problem-solving aptitude
- Verbal and written communication
- Data entry
- Inbound customer service
- Multitasking and organization
- Technical troubleshooting
- Customer service
- Empathy and patience
Languages
Spanish
Native or Bilingual
Education
Riverside, CA
Contact
Riverside, CA 92506
Timeline
Customer Care Representative
Woodside Homes
03.2022 - 09.2024
Customer Care Representative
TRI Pointe Homes
10.2020 - 02.2022
Customer Care Representative
Lennar Homes
10.2015 - 06.2020
Maintenance Technician
Davlyn Investments, Property Management.
07.2012 - 10.2015
GED -
John W. North
Fugitive Recovery / CPOST Certification - Criminology
US Colleges of Heath And Human Services'
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