Martha Aquino
Aurora,CO
Summary
Highly skilled, bilingual customer service professional with extensive experience resolving complex customer inquiries. Passionate about building sustainable customer relationships and resolving customer needs on initial call.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Pro Diamond Heating & Cooling
08.2017 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Increased efficiency and team productivity by promoting operational best practices.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Customer Service Representative/Trainer
Areyto Puerto Rican Food
06.2018 - 08.2023
- Worked with vendors to customize courseware to accommodate business needs.
- Built and maintained professional relationships with vendors and suppliers.
- Developed and executed performance management systems to increase employee engagement and productivity.
- Implemented training for employees and increase company retention and productivity rates 80%.
- Trained and mentored new personnel hired to fulfill various roles.
- Established and maintained quality control standards.
- Analyzed and evaluated training effectiveness and outcomes.
- Adept in learning new computer software processing.
- Analyzed and evaluated training effectiveness and program outcomes.
Office Supervisor/Accounts Payable Clerk
Empire Cleaning Services
03.2016 - 08.2017
- Reviewed vendor invoices for appropriate documentation and validity prior to payment.
- Maintained good working relationships with vendors and resolved disputes.
- Prepared vendor invoices and processed incoming payments.
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Registered transactions and data on accounting database to track history and safeguard information.
- Documented petty cash transactions in petty cash journal to summarize payments rendered, maintaining accurate records.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
Education
Real Estate Licensure - Real Estate
Armbrust Real Estate School
Centennial, CO03.2023
Associate of Science - Business Management
Pickens Technical School
Aurora, CO05.2021
Skills
- Call Center Operations
- Data Entry
- Payment Processing
- Revenue Generation
- Budget Planning
- Administrative and Office Support
- Notary
- Policy and Procedure Adherence
- Customer Data Confidentiality
- Team Development
- Quality Control
- Critical Thinking
Languages
Spanish
Native or Bilingual
Additional Information
Being bilingual in Spanish is a valuable asset in today's diverse workplace. My fluency in both English and Spanish allows me to bridge communication gaps and connect with a wider range of clients, customers, and colleagues. This skill enhances my ability to engage with Spanish-speaking communities and expand my organizations reach.
Timeline
Customer Service Representative/Trainer
Areyto Puerto Rican Food
06.2018 - 08.2023
Customer Service Representative
Pro Diamond Heating & Cooling
08.2017 - Current
Office Supervisor/Accounts Payable Clerk
Empire Cleaning Services
03.2016 - 08.2017
Real Estate Licensure - Real Estate
Armbrust Real Estate School
Associate of Science - Business Management
Pickens Technical School
Similar Profiles
Rolando GuardadoRolando Guardado
Service Plumber at Diamond Heating And CoolingService Plumber at Diamond Heating And Cooling
Malaki ChatmonMalaki Chatmon
HVAC Assistant at Pro Air Heating & CoolingHVAC Assistant at Pro Air Heating & Cooling
Clay Cooke JuniorClay Cooke Junior
HVAC Technician at Ultimate Pro Heating And CoolingHVAC Technician at Ultimate Pro Heating And Cooling