Martina Rodriguez
Fresno,CA
Summary
Dynamic customer service leader with extensive experience at the Department of the Treasury, excelling in complaint handling and team training. Achieved high customer satisfaction through effective resolution of complex issues and fostering loyalty. Proven ability to manage calls and prioritize tasks, enhancing overall team performance and client engagement.
Overview
1
1
Certification
Work History
Lead Customer Service Representative
Department of the Treasury
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
Customer Service Representative
Department of the Treasury
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
None - General Studies
California State University, Fresno
Fresno, CASkills
- Complaint handling
- Team member training
- Call management
- Work prioritization
- Customer complaint resolution
- Call center experience
- Account management
- Willingness to lead
- Customer correspondence
- Database maintenance
Certification
11/17/2024 Performance Award
11/17/2024 Time Off Award
01/28/2024 Performance Award
09/10/2023 Time Off Award
11/06/2022 Time Off Award
11/06/2022 Performance Award
08/28/2022 Individual Special Act/Serv GS/WG
Timeline
Lead Customer Service Representative
Department of the Treasury
Customer Service Representative
Department of the Treasury
None - General Studies
California State University, Fresno
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