Rebecca Martinez
Charlotte ,NC
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
5
5
years of professional experience
Work History
Customer Care Representative
American Health Marketplace
10.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Met all KPI scores
- I was a team lead for my supervisor in my team of over 20+ people.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Call Center Customer Service Representative
Arise Platform
12.2023 - 05.2024
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Addressed customer account discrepancies and concerns.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Abc Corp
03.2020 - 10.2023
- 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 strong product knowledge to provide informed recommendations based on individual customer needs.
Education
High School Diploma -
Jordan Mathews High School
Siler City, NC06-2022
Skills
- Customer service
- Call management
- Problem solving
- KPI monitoring
- Team leadership
- Quality assurance
- Call center experience
- Inbound customer service
- Relationship building
- Documentation and reporting
- Multitasking and organization
- Verbal and written communication
Accomplishments
- Supervised team of 50 staff members.
Languages
Spanish
Limited Working
Timeline
Customer Care Representative
American Health Marketplace
10.2024 - Current
Call Center Customer Service Representative
Arise Platform
12.2023 - 05.2024
Customer Service Representative
Abc Corp
03.2020 - 10.2023
High School Diploma -
Jordan Mathews High School
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