NANCY MARTINEZ
DALLAS,TEXAS
Summary
Professional with solid experience in support roles, equipped to enhance operational efficiency and customer satisfaction. Skilled in troubleshooting, problem-solving, and providing exceptional service. Strong team player with focus on collaboration, adaptability, and achieving high-quality results. Known for reliability and effective communication in fast-paced environments.
Overview
40
40
years of professional experience
Work History
SUPPORT ASSOCIATE LEVEL III
CGI FEDERAL-DEPARTMENT OF STATE DALLAS PASSPORT AGENCY
10.2019 - Current
- Ensuring appointments are scheduled
- Review Passport application, photograph, identification and supporting documentation for completeness prior to adjudication
- Ensure the application and documents comply with Passport requirements, photograph meets Passport standards and applicant is provided with fee information
- Operate various equipment for high speed scanning, mail out and metering of mail
- Prepare and mail envelopes with correct passport and corresponding supporting documents
- Box and archive files for storage purposes
- Interface with passport applicants at Agency/Center information and Will-Call counters
- Resolve undeliverable mail items by contacting the applicant and appropriately documenting all actions taken to a SharePoint application
- Contact applicants to request necessary documents
- Enhanced team efficiency by organizing and streamlining documentation processes.
- Consistently met or exceeded performance metrics, showcasing dedication to providing exceptional support services.
- Performed cash, card, and check transactions to complete customer purchases.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Handled cash with high accuracy and took care to check bills for fraud.
CUSTOMER SERVICE SPECIALIST
SPECTRUM
12.1992 - 09.2019
- Company Overview: BUSINESS OPERATION/CUSTOMER SERVICE
- Handled cash check and credit card transactions
- Cash and check deposits using the proper accounting procedures and documentation
- Process journal entries online transfers and payments
- Researched and resolved collection and billing disputes with tact and efficiency
- Maintained adequate cash supply in cash drawers in multiple check out stations
- Checked out customer in a timely manner and guarantee a high level of customer service
- Guaranteed positive customer experience and resolved all customer complaints
- Assist customers with products and sales
- Earned top seller for two consecutive quarters in 2016
- Performed store opening and closing duties
- Stocked and rotated inventory regularly
- Organized the store/office by returning merchandise to its proper place
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer requests for products, services, and company information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
OFFICE ASSISTANT
VIELMA AUTO SALES
01.1989 - 05.1991
- Handled cash and deposits using proper accounting procedures
- Resolved collection and billing disputes
- Handled telephone inquiries
- Posted payments and recorded in all transactions
- Filling and notary services
- Reviewed files, records and other documents to obtain information to respond to requests.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Increased customer satisfaction by providing professional and courteous front desk support.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
RECEPTIONIST
GROVE MEDICAL CENTER
11.1984 - 09.1988
- Scheduled appointments
- Checked in patients, pulled patient charts for their scheduled appointments
- Telephone inquiries
- Posted payments called in customer prescriptions, filing and journal entries
- Office opening and closing procedures
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Corresponded with clients through email, telephone, or postal mail.
- Handled cash transactions and maintained sales and payments records accurately.
Education
No Degree - Computer And Information Systems
Computech Computer Education
Dallas, TX06-1985
High School Diploma -
H.Grady Spruce High School
Dallas, TX05-1984
Skills
- Courteous demeanor
- Energetic work attitude
- Large cash/check deposit handling
- Telecommunication skills
- Invoice processing
- Opening and closing procedures
- Advanced clerical knowledge
- Filing and data archiving
- Customer service-oriented
- Pleasant demeanor
- Order processing
- Typing 50 wpm
- 10 key
- Operate various equipment for high speed scanning
- Bilingual Spanish speaking
- Customer Support
- Training and coaching
- Data Collection
- Application support
- Support Services
- Customer Service
- Attention to Detail
- Time Management
- Reliability
Languages
Spanish
Native or Bilingual
Timeline
SUPPORT ASSOCIATE LEVEL III
CGI FEDERAL-DEPARTMENT OF STATE DALLAS PASSPORT AGENCY
10.2019 - Current
CUSTOMER SERVICE SPECIALIST
SPECTRUM
12.1992 - 09.2019
OFFICE ASSISTANT
VIELMA AUTO SALES
01.1989 - 05.1991
RECEPTIONIST
GROVE MEDICAL CENTER
11.1984 - 09.1988
No Degree - Computer And Information Systems
Computech Computer Education
High School Diploma -
H.Grady Spruce High School
Similar Profiles
EDNA JARINGEDNA JARING
Passport Support Associate 4 at CGI Federal (Dept. Of State -VT Passport Agency)Passport Support Associate 4 at CGI Federal (Dept. Of State -VT Passport Agency)
EDNA JARINGEDNA JARING
Passport Support Associate 4 at CGI Federal (DOS-VT Passport Agency)Passport Support Associate 4 at CGI Federal (DOS-VT Passport Agency)
Anna DorleyAnna Dorley
Passport specialist Level III at CGI Federal Passport AgencyPassport specialist Level III at CGI Federal Passport Agency