Summary
Overview
Work History
Education
Skills
Willing To Relocate
Timeline
Generic

Adachely Martinez

Hialeah,FL

Summary

Energetic and empathetic Bilingual Customer Service Representative with over 10 years of experience in dynamic, multilingual environments. Fluent in English and Spanish, offering culturally competent and efficient customer support. Proficient in handling a wide range of customer inquiries via phone, email, and live chat. Adept in using various CRM and remote working tools to deliver prompt and efficient service. Known for excellent communication skills and a strong ability to resolve issues leading to high customer satisfaction.

Overview

10
10
years of professional experience

Work History

Call Center Representative

Call Center for State of Virginia EBT
04.2021 - 11.2021
  • Answered incoming calls from consumers and enrollees
  • Assisted with inquiries and provided support
  • Handled prospective enrollment inquiries and applications
  • Acted as a liaison between consumers and the state EBT program
  • Responded to customer inquiries via email and chat, maintaining a positive tone and providing clear, helpful information.
  • Assisted in updating customer records in the CRM database, ensuring accuracy and completeness of information.
  • Managed a high volume of outbound calls for follow-ups, surveys, or sales campaigns as required
  • Demonstrated strong problem-solving skills by identifying root causes of customer issues and implementing appropriate solutions
  • Maintained a positive attitude during challenging interactions with difficult or demanding customers
  • Cultivated relationships with key clients by providing personalized support and addressing their specific needs
  • Leveraged active listening skills to understand customer concerns fully before offering appropriate solutions
  • Demonstrated flexibility by adapting quickly to changing processes, procedures, or system updates within the call center environment

Customer Service Representative

Nurx
09.2018 - 07.2019
  • Resolved user concerns and questions through various channels
  • Coordinated prescription insurance and delivery logistics
  • Advocated for users with insurance companies and pharmacies
  • Anticipated and addressed potential user challenges
  • Collaborated with Nurx experts to improve user experience
  • Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary
  • Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
  • Cultivated positive relationships with key clients through regular communication channels such as phone calls or email correspondence
  • Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
  • Assisted in training new hires by sharing best practices, providing guidance, and offering support during their onboarding process

Loss Preventions Administrative Assistant

Boucher Brothers
01.2018 - 09.2018
  • Responded to routine and emergency calls
  • Processed and logged detailed incident reports
  • Created budget sheets and schedules
  • Conducted orientations and provided training
  • Monitored secret shoppers and property counters.
  • Conducted regular audits of inventory levels to identify discrepancies and ensure accuracy
  • Collaborated with management to develop and enforce policies and procedures related to loss prevention
  • Investigated incidents of theft or suspicious behavior, gathering evidence for potential legal action
  • Maintained accurate records of all incidents, documenting details such as date, time, location, individuals involved, and actions taken
  • Counseled employees on ethical conduct and provided guidance on how to prevent internal theft or fraud
  • Demonstrated strong attention to detail when reviewing transaction records for any irregularities or inconsistencies
  • Served as a point of contact for customers regarding lost items or suspected stolen property inquiries
  • Collaborated with cross-functional teams such as operations, human resources, and finance departments in developing comprehensive loss prevention strategies
  • Audited cash handling procedures regularly to ensure compliance with company policies
  • Mentored new hires in loss prevention practices during their onboarding process

Education

Associate's degree - Business Administration Program

Florida Career College

Skills

  • Conflict Resolution
  • Problem-Solving
  • Technical knowledge
  • Writing skills
  • Attention to detail
  • Microsoft Office Suite
  • Adaptability
  • Interpersonal Skills
  • Communication Skills
  • Critical thinking
  • Multitasking
  • Active listening
  • Bilingual in Spanish and English

Willing To Relocate

  • Broward County, FL
  • Miami, FL

Timeline

Call Center Representative

Call Center for State of Virginia EBT
04.2021 - 11.2021

Customer Service Representative

Nurx
09.2018 - 07.2019

Loss Preventions Administrative Assistant

Boucher Brothers
01.2018 - 09.2018

Associate's degree - Business Administration Program

Florida Career College

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