Pedro Martinez Jr
Harlingen,TX
Summary
Offering strong communication and leadership abilities, eager to learn and grow. Personable and results-driven with focus on effective team leadership. Equipped with extensive knowledge of customer service principles and experiences. Utilizes conflict resolution and motivation to enhance team performance. Solves problems quickly and delivers high level of service in every interaction.
Overview
9
9
years of professional experience
Work History
Team Manager
Advance Call Technology
08.2023 - Current
- Leads employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Ensured accurate payroll and managed timesheets for a team of 30, handling PTO requests efficiently.
- Conducted individual performance reviews, action plan discussions, and goal-setting sessions with team members.
- Managed weekly scheduling of breaks and lunches for a team of 30 employees.
- Oversaw associate attendance, informed team of occurrences, and executed corrective measures for attendance discrepancies.
- Participating in the hiring process, interviewing potential associates to ensure department needs were met.
Central Billing & Enrollment
Senture
01.2023 - 04.2023
- Transferred health care services for military personnel and their families.
- Assigned physicians based on healthcare coverage.
- Addressed general health plan inquiries efficiently.
- Handled on average between 30-40 calls per day no idle time due to enrollment period.
Base Camp Global Expert
DISH Network
11.2019 - 10.2022
- Perform hands-on practice with new hires during new-hire training and conducted discussions about new hires call performance and provided constructive feedback through a virtual setting
- Providing support to agent's enterprise wide through chat, also supporting them by taking over escalated calls
- Participated in peer-to-peer feedback, and GE to Agent feedback to build the best team
- Created training posters to recognize top performers, to inform agents out on the floor what is happening in training
- Currently performing within the Top 10% of Harlingen CXO
- Provided feedback to the ASAPP team on what features GE’s would like to see in the new tool
- Achieved 2 awards for best calls for the training department and Harlingen CXO
- Provided the new hire with a positive experience, which led to an award for the best call in the enterprise.
Global Expert
DISH Network
11.2017 - 11.2019
- Managed escalated customer issues received from a variety of sources, such as direct customer contact, retailers, various department supervisors, In-Home Services Field offices, and/or corporate receptionists
- Participated in training new hires for 2 weeks, instructing them on how to handle their day to day role as a customer service associate.
- Managed enterprise-wide chat support for associates requiring assistance during calls.
- Managed escalated calls in enterprise-wide chat, delivering effective customer service assistance to clients.
- Coached associates on identifying opportunities during live call monitoring.
Advance Support Representative
DISH Network
07.2017 - 11.2017
- Addressed client cancellation requests, implementing strategies to retain business and ensure client satisfaction.
- Mediated and resolved escalated billing disputes, achieving mutually agreeable solutions with clients.
- Assisted customers with escalated billing issues and provided alternative options.
- Handled 50-60 calls daily assisting clients efficiently with a required handle time of 8 minuets per call.
Dr. DISH Advance Technical Representative
DISH Network
09.2016 - 07.2017
- Enhanced troubleshooting procedures, where tenured associate successfully address client escalations.
- Delivered top-tier technical support and customer service to new clients, enhancing their initial experience with the company.
- Facilitated video meetings with clients to diagnose and resolve technical problems via phone.
- Assisted with 20-30 calls per day, with a required handle time of 15 minuets due to the technical issues required more attention.
Customer Service and Technical Support Representative
DISH Network
01.2016 - 09.2016
- Handled customer inquiries by modifying plans, accepting payments, and clarifying billing details.
- Resolved technical issues by troubleshooting equipment, scheduling replacement units, and scheduling technician visits.
- Promoted equipment and TV package upgrades to clients.
- On average took 50-60 calls per day assisting with clients with inquires.
Education
High School Diploma -
San Benito High School
San Benito, TX01.2015
Skills
- Leadership
- Communication
- Soft Skills
- Multi-tasking
- Influencing skills
- Hiring and training
- Shift scheduling
- Excellent communication
- Emergency response
- Positive attitude
- Reliability
- Active listening
Timeline
Team Manager
Advance Call Technology
08.2023 - Current
Central Billing & Enrollment
Senture
01.2023 - 04.2023
Base Camp Global Expert
DISH Network
11.2019 - 10.2022
Global Expert
DISH Network
11.2017 - 11.2019
Advance Support Representative
DISH Network
07.2017 - 11.2017
Dr. DISH Advance Technical Representative
DISH Network
09.2016 - 07.2017
Customer Service and Technical Support Representative
DISH Network
01.2016 - 09.2016
High School Diploma -
San Benito High School
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