Marvin Martinez
Plano ,TX
Summary
Professional bilingual customer service specialist with deep expertise in managing customer inquiries and resolving issues efficiently. Strong focus on teamwork and delivering results, adapting seamlessly to changing needs. Skilled in communication, problem-solving, and maintaining high standards of customer satisfaction. Dependable and flexible, ensuring smooth operations and positive customer experiences.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Bilingual Customer Service Representative
GEICO, Government Employees Insurance
10.2017 - 07.2024
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Met all call quality standards and daily quotas for first-call resolution.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
Customer Service Representative
Khols Department Store
07.2015 - 07.2017
- Described product and service details to customers to provide information on credit card benefits and advantages.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained staff on operating procedures and company services.
Customer Service Representative
Netflix
01.2013 - 07.2015
- 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
GED -
Grayson College
Denison, TX08-2017
Skills
- Spanish and English translation
- Call center experience
- Upselling strategies
- Cross-cultural awareness
- Multitasking Abilities
- Customer service excellence
- Customer Retention
- Customer Education
- Upselling techniques
Accomplishments
- Achieved being in the top ten percent of the GEICO business nationally, exceeding 92% of the GEICO department in bilingual customer service country-wide.
- Mentored a groups of peers to obtain a higher level of costumer satisfaction.
Certification
- Microsoft Office
- Cisco Certified Network Associate (CCNA)
- Property and Casualty License- General Lines
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Bilingual Customer Service Representative
GEICO, Government Employees Insurance
10.2017 - 07.2024
Customer Service Representative
Khols Department Store
07.2015 - 07.2017
Customer Service Representative
Netflix
01.2013 - 07.2015
- Microsoft Office
- Cisco Certified Network Associate (CCNA)
- Property and Casualty License- General Lines
GED -
Grayson College
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