Michelle Martinez
Manteca
Summary
Customer-focused Customer Service Representative with expertise in resolving inquiries and enhancing satisfaction. Strong communicator and problem-solver, fostering positive customer relationships and loyalty. Actively contributes to team performance through knowledge sharing and best practices. Committed to organizational goals and quick to adapt to new challenges.
Overview
17
17
years of professional experience
Work History
Call Center Agent
Cerida/Answernet
Lathrop, California
07.2019 - Current
- Answered incoming calls, delivering professional and knowledgeable service to enhance customer satisfaction.
- Managed call queues, ensuring timely responses to improve service delivery.
- Managed customer inquiries through phone and email communications.
- Coordinated dispatch schedules, optimizing routes for efficient service.
Caregiver
In Home Health Service
Manteca, California
01.2015 - Current
- Administered medication according to doctor's instructions.
- Monitored health conditions and reported changes to medical professionals promptly.
- Provided emotional support through active listening and engaging conversations.
- Coordinated transportation for appointments and community activities for clients.
Collections Team Lead /Office Administrator
HRRG
Lathrop, California
03.2010 - 01.2015
- Led collections team in managing accounts and resolving customer inquiries.
- Provided training and coaching to new employees in collections procedures and techniques.
- Developed training programs for new team members to enhance skills.
- Ensured compliance with federal, state, and local laws regarding debt collection practices.
- Oversaw daily operations to ensure compliance with company policies.
- Managed client communications through telephone calls, emails, website inquiries.
- Developed work schedules according to budgets and workloads, covering priority tasks.
Education
Some College (No Degree) - Medical Reception
De Anza College
Cupertino, CASkills
- Call management
- Customer service
- Scheduling coordination
- Issue resolution
- Team leadership
- Problem-solving skills
- Goal achievement
Timeline
Call Center Agent
Cerida/Answernet
07.2019 - Current
Caregiver
In Home Health Service
01.2015 - Current
Collections Team Lead /Office Administrator
HRRG
03.2010 - 01.2015
Some College (No Degree) - Medical Reception
De Anza College