Summary
Overview
Work History
Education
Skills
Languages
Timeline
CustomerServiceRepresentative

Rocio Martinez

North Bergen,NJ

Summary

Knowledgeable and dedicated customer service professional with extensive experience in customer service in sales industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.

Overview

13
13
years of professional experience

Work History

Server

Sweet Basils Cafe
Livingston, NJ
04.2014 - Current
  • Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
  • Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
  • Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Worked with POS system to place orders, manage bills and handle complimentary items.
  • Cultivated warm relationships with regular customers.
  • Answered customers' questions, recommended items and recorded order information.
  • Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.

Customer Service Assistant

Casa Vidriera Ltda
Colombia, Colombia
01.2001 - 01.2006
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Offered basic technical support for clients on wide range of company products.
  • Managed incoming calls each day with utmost professionalism and knowledgeable service.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Submitted completed orders quickly to maximize delivery efficiency.
  • Answered customer questions about product availability and shipment times.
  • Recorded actions taken, issues resolved and [Type] information to effectively manage customer accounts.
  • Investigated and resolved accounting, service and delivery concerns.
  • Recommended products to customers, thoroughly explaining details.
  • Promptly responded to inquiries and requests from prospective customers.
  • Provided ongoing guest service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.

Education

Bachelor of Arts - Administration

Fairleigh Dickinson University
Teaneck, NJ
2012

BBA - Business Administration

Francisco De Paula Santander University
Cucuta- Colombia
07.2000

Skills

  • Warm and Friendly
  • Calm and Professional Under Pressure
  • De-escalation Techniques
  • Courteous with Strong Service Mindset
  • Building Customer Trust and Loyalty
  • Creative Problem Solving
  • Patient and Empathetic
  • Proficiency in Microsoft Office and G Suite
  • Multi-Line Phone Systems
  • Team-Oriented and Cooperative
  • Refunds and Returns Management
  • Administrative and Office Support
  • Establishing and Maintaining Customer Relationships

Languages

English
Spanish

Timeline

Server

Sweet Basils Cafe
04.2014 - Current

Customer Service Assistant

Casa Vidriera Ltda
01.2001 - 01.2006

Bachelor of Arts - Administration

Fairleigh Dickinson University

BBA - Business Administration

Francisco De Paula Santander University

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Rocio Martinez