Rhianna Martinez
Magnolia,TX
Summary
Highly qualified professional, focused on Customer Support with several years of successful experience in supervisory positions of increasing responsibility and duties. Operates with a strong sense of urgency and thrives in a fast paced environment. Seeking a challenging and stimulating position which offers plenty of scope for initiative and career advancement.
Overview
9
9
years of professional experience
Work History
Customer Resolution Specialist
Dominos
Magnolia, TX
11.2022 - Current
- Supported chat representatives with questions regarding live chats they were handling
- Demonstrated the ability to handle 50 or more chats a day in a call center environment
- Handled customer requests to speak with a supervisor
- Escalated these calls as necessary to bring the issue to a positive outcome
- Implemented training programs to enhance the skills and knowledge of customer service representatives, particularly protocols and procedures
- Created a weekly department evaluation report for supervisors and management
- Reports included any problem areas in the department requiring attention and suggestions on how to resolve these issues.
Hostess
Beach Bums Bar & Grill
Spring, TX
05.2018 - 05.2019
- Provided excellent customer service, resolving an average of 30 inquiries per day via phone and email
- Assessed customers needs and provided assistance and information on restaurant background and menus
- Welcomed patrons to the restaurant and answered their queries
- Followed and achieved the restaurant sales goals on a monthly, quarterly and yearly basis
- Going the extra mile" to drive sales
- Teamed up with co-workers to ensure proper customer service and created productive trust relationships with customers
- Registered customer purchases on an assigned cash register, collects cash and distributes change as requested; processes voids, returns, rain checks, refunds, and exchanges as needed.
Customer Service Manager
Domino's
Magnolia, TX
03.2015 - 10.2018
- Developed, monitored, and reported on dashboard metrics to measure the overall customer health
- Analyzed customer experience data to identify areas for improvement in service delivery, customer satisfaction, and customer loyalty
- Oversaw customer onboarding, ensured smooth transition of customer to successful use of the product/service
- Monitored customer support tickets/issues and took appropriate action as needed
- Supported sales initiatives, partnered with sales and marketing teams to enhance customer experience
- Implemented new processes and policies to continuously improve customer success initiatives
- Developed custom training and education materials for new and existing users.
Education
GED -
Lonestar Tomball College
11.2022
Skills
- Communicative
- Time Management
- Organization
- Record-Keeping
- Scheduling
- Marketing
- Data Analysis
- Strategic
- Critical Thinking
- Complaint Resolution
- Software Programs/Technology(Zendesk, Teams, MSO)
- Collaborative
- Leadership
- Live Chat Achievement
- Customer Resolution
- Email Support
- Quality Assurance
Customer Service
Educationcertifications
Lone Star Tomball College, Tomball, TX, High School Diploma
Timeline
Customer Resolution Specialist
Dominos
11.2022 - Current
Hostess
Beach Bums Bar & Grill
05.2018 - 05.2019
Customer Service Manager
Domino's
03.2015 - 10.2018
GED -
Lonestar Tomball College