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
San Antonio, TX
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
San Antonio, TX
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
San Antonio, TX
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
San Antonio, TX
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