Nereida Martinez
Annandale
Summary
Motivated professional seeking a challenging position where I can utilize my customer service abilities, while enhancing my skills, experience and knowledge in my field of work. I am highly organized and detail oriented, with a great sense of time management.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Global Contact Services
08.2023 - Current
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
- Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
- Built rapport with customers through active listening, empathy, and personalized interactions
- Assisted customers with the booking of their trips and also providing vehicle location when necessary
Field Investigator
Peraton
09.2022 - 04.2023
- Conducted federal background investigations
- Interacted with a variety of individuals professionally and effectively
- Worked in a fast-paced changing environment with limited supervision
- Maintained high level of confidentiality, ethics, and integrity
COVID-19 Case Investigator
Insight Global (Test and Trace Corps)
01.2022 - 03.2022
- Call contacts of newly diagnosed cases
- Communicate with contacts in a professional and empathetic manner maintaining emotional and cultural awareness
- Collect and record information on symptoms and needs into the data base system with accuracy
- Provide contacts with approved information about isolation and quarantine procedures, and if appropriate, refer them to testing according to protocol and/or to a COVID-19 Community Support Specialist for social resources
- Follow a set script to inform contacts about the importance of isolation or quarantine and what to do if symptoms are present or develop
- Must be very comfortable with computer data entry on web-based platform
- The position is considered temporary with at least 6-month engagement expected
- Adheres to contact center scheduling, ensures telephone coverage during contact center hours of operation
Administrative Assistant
John J. Jerue
10.2020 - 10.2021
- Assist brokers in daily activities
- Answer phone calls
- Organized files
- Updated client/ carrier files
- Called and made loading appointments
- Organized delivery of produce, assisted with delivery appointments
Program Assistant
Urban Resource Institute- Hope House
07.2020 - 09.2020
- Oversee daily HRA attendance and census reports
- Order, purchase and monitor office, and other supplies necessary for efficient operation of shelter
- Prepare and maintain accurate and complete records and statistics, including resident case records
- Write, proofread, distribute and file letters, memos, emails and reports
- Answer telephone, schedule, appointments, and attend to guests
- Coordinate set-up and staffing of events including holiday, workshops, donor, and general meetings
Education
High school or equivalent -
Bronx Community College
06.2011
Skills
- Microsoft Office
- Remote work
- Outlook
- Excel
- Scheduling
- Filing
- Payroll
- Word
- MS Office
- Receptionist
- Experience with Children
- Crisis Intervention
- Medical Receptionist
- Facilities Management
- Proofreading
Certification
- Naloxone Training, 05/01/17, Present
- Non-Violent Crisis Intervention, 12/01/16, Present
- CPR & First Aid, 05/01/18, 05/31/20
- Driver's License, 07/01/16, 05/31/20
Assessments
- Administrative assistant/receptionist, Proficient, 06/01/21
- Customer focus & orientation, Proficient, 10/01/21
- Work style: Reliability, Proficient, 09/01/21
- Customer service, Proficient, 08/01/20
Additional Information - Qualifications
Fluent in English and Spanish; ability to write and speak comprehensibly in both languages.
Personal Information
Authorized To Work: US for any employer
Languages
Spanish
Professional Working
English
Native or Bilingual
Timeline
Customer Service Representative
Global Contact Services
08.2023 - Current
Field Investigator
Peraton
09.2022 - 04.2023
COVID-19 Case Investigator
Insight Global (Test and Trace Corps)
01.2022 - 03.2022
Administrative Assistant
John J. Jerue
10.2020 - 10.2021
Program Assistant
Urban Resource Institute- Hope House
07.2020 - 09.2020
High school or equivalent -
Bronx Community College
- Naloxone Training, 05/01/17, Present
- Non-Violent Crisis Intervention, 12/01/16, Present
- CPR & First Aid, 05/01/18, 05/31/20
- Driver's License, 07/01/16, 05/31/20
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