Roberto Martinez
Sanford,North Carolina
Summary
Customer service professional with strong phone etiquette and communication skills offering an extensive record connecting customers with products and services across diverse environments. Skilled in utilizing multiple computer systems to enhance service efficiency. Dedicated to building positive customer relationships and driving satisfaction for mutual benefit.
Overview
13
13
years of professional experience
Work History
Remote Customer Service Specialist
CVS Health/Aetna
Sanford, North Carolina
07.2022 - Current
- Aid members with inquiries regarding benefits, claims, billing, patient portal technical support and selecting benefit packages that meet anticipating needs
- Resolve stressful dental office and customer issues quickly and efficiently to reduce hold times while demonstrating CVS Health/Aetna's Heart at work behaviors on every call
- Develop effective relationships with members/dental offices through active listening, problem-solving, and follow up communication
- Assist dental offices in reviewing benefit details and dental claims
- Serve as the intermediary between dental offices, members and plan sponsors to address and resolve on-going concerns presented
- Provided customers with superior customer service including manning the language lines to assist Spanish speaking customers
- Handled billing inquiries and provided technical support along with solutions and options to resolve any issues
Customer Service Advocate
Verizon Wireless
Wilmington, NC
05.2015 - 09.2019
- Recommended personalized cellular plans through analysis of customer usage patterns.
- Implemented cost-saving initiatives, generating substantial savings for customers.
- Analyzed data trends to identify product enhancements and drive sales growth.
- Maintained detailed records of customer interactions for streamlined follow-up.
- Resolved various customer issues, including billing inquiries and technical support.
- De-escalated customer concerns using effective communication and problem-solving techniques.
Wireless Account Manager
Sam's Club Wireless Connection Center
Wilmington
05.2012 - 05.2015
- Educated customers on available wireless packages for AT&T/Sprint/Verizon
- Helped members with cell phone issues from programming to troubleshooting
- Used product knowledge, sales abilities and customer relations skills to drive substantial sales increases in revenue and customer loyalty
- Assisted customers by interpreting for them when calling carrier customer service to discuss billing, technical support along with any concerns present
Education
Bachelor of Arts - Spanish,Psychology,English
University of North Carolina Wilmington
05.2011
MBA - Marketing
Strayer University
Skills
- MS Office
- G Suite
- Written communication
- Verbal communication
- Conflict Resolution
- Account management
- Bilingual
- Customer retention
- Active listening
- Salesforce
Languages
Spanish
Native/ Bilingual
Timeline
Remote Customer Service Specialist
CVS Health/Aetna
07.2022 - Current
Customer Service Advocate
Verizon Wireless
05.2015 - 09.2019
Wireless Account Manager
Sam's Club Wireless Connection Center
05.2012 - 05.2015
Bachelor of Arts - Spanish,Psychology,English
University of North Carolina Wilmington
MBA - Marketing
Strayer University
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