Michael Martinez
San Antonio
Summary
Accomplished professional with a proven track record in customer service and critical thinking, notably at USAA Insurance. Excelled in enhancing client satisfaction and streamlining delivery processes. Skilled in data entry and coaching, I consistently prioritize tasks effectively, ensuring timely resolutions and fostering continuous improvement.
Overview
19
19
years of professional experience
Work History
Delivery Driver
ELM Logistics, Atlas Carrier Services, SFD Deliver
06.2023 - Current
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Operated vehicle safely in highly congested areas with no traffic violations.
Financial Services Representative
USAA Insurance
10.2014 - 01.2019
- Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
- Maintained up-to-date knowledge of industry regulations, trends, and best practices to provide informed advice to clients.
- Enhanced customer relationships with personalized service and addressing individual concerns promptly.
- Collaborated with team members to achieve sales targets and improve overall branch performance.
- Increased client satisfaction by providing tailored financial advice and investment recommendations.
Email Advocate III
Kohls Call Center
10.2011 - 10.2014
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Delivered friendly service and offered expert support in every interaction.
- Managed complex caseloads with diligence, prioritizing tasks to ensure timely resolution of cases.
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Coached employees on various topics including conflict resolution, goal setting, and career planning to foster individual growth within the company.
Customer Service Representative
Chase Card Services
03.2006 - 09.2011
- 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.
- Developed training handbooks, computer tutorials and reference materials.
- Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
Education
High School Diploma -
Burbank High School
San Antonio, TX05-2002
Skills
- Customer service
- Critical thinking
- Data entry
- Coaching and mentoring
- Time management and prioritization
- Ability to communicate effectively and professionally
- Strong communication skills
- Detail-Oriented
- Continuous learning mindset
Timeline
Delivery Driver
ELM Logistics, Atlas Carrier Services, SFD Deliver
06.2023 - Current
Financial Services Representative
USAA Insurance
10.2014 - 01.2019
Email Advocate III
Kohls Call Center
10.2011 - 10.2014
Customer Service Representative
Chase Card Services
03.2006 - 09.2011
High School Diploma -
Burbank High School
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