Sasha Martinez
North Las Vegas,NV
Summary
Experienced call center representative with a track record of high CSATs, low average handle times, and high first-call resolution rates. Consistently performed at a high level with the ability to accomplish key objectives in a timely and cost-effective manner, balancing the needs of the business. Key strengths are in customer satisfaction, problem solving, and multitasking.
Overview
7
7
years of professional experience
Work History
Senior Customer Service Representative
Capital One
09.2014 - 10.2016
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Managed approximately 80+ inbound calls per day from customers
- Serviced Capital One's Partnership Credit Card accounts
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Reduced call wait times by implementing effective time management techniques within the team.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Implemented feedback systems to gather valuable insights from customers, driving continuous improvement initiatives.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
Personal Assistant to the Owner
Joshua Brooks
06.2013 - 09.2014
- Provided general administrative support including scheduling meetings, making travel arrangements and managing documentation.
- Reduced administrative workload for the owner through proficient handling of routine tasks, allowing them to focus on higher-level responsibilities.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Improved communication between the owner and external parties by drafting professional correspondence on their behalf.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Contributed to weekly team meetings, brainstorming sessions and staff appraisals.
- Maintained appropriate filing of personal and professional documentation.
- Safeguarded sensitive information through meticulous maintenance of confidential files and records.
- Assisted in strategic planning initiatives through data analysis, market research, and competitor evaluations.
- Enhanced customer engagement with the development of compelling content for email newsletters and blog posts.
- Amplified social media reach, creating engaging visual assets such as infographics and videos for widespread distribution.
- Coordinated trade show presence, ensuring effective representation at industry events to generate leads and increase brand visibility.
Hospitality Manager
B&B Ristorante
01.2011 - 06.2013
- Optimized staffing schedules based on expected occupancy rates, maximizing productivity without compromising on service quality
- Managed daily operations for a smooth functioning of the establishment, ensuring high-quality service delivery.
- Evaluated team performance regularly, recognizing outstanding contributors while addressing gaps through targeted coaching sessions or additional training as required.
- Increased customer service ratings significantly through personable service.
- Promoted a positive work environment fostering teamwork among employees across all departments within the establishment.
- Collaborated with various departments to achieve operational excellence, boosting overall guest experience quality.
- Developed a loyal customer base by consistently exceeding expectations with personalized attention and care.
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Upheld brand reputation through strict adherence to corporate policies and guidelines relating to guest interactions and facility maintenance.
- Maximized efficiency with streamlined processes for reservations, check-ins, and other front desk procedures.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
Call Center Member Representative
ENT Federal Credit Union
01.2010 - 01.2011
- Enhanced customer satisfaction by providing exceptional service and addressing member concerns promptly.
- Managed approximately 50+ incoming calls per day from customers
- Built trust among both colleagues and clients through consistent demonstration of expertise in the Member Representative role.
- Resolved member disputes efficiently, demonstrating empathy and ensuring a positive resolution for all parties involved.
- Navigated complex issues skillfully while adhering to company guidelines and regulations consistently.
- Ensured compliance with regulatory requirements by diligently verifying documentation submitted by members during transactions.
- Managed challenging situations diplomatically by utilizing excellent problem-solving skills.
- Handled high call volumes calmly and professionally, ensuring prompt assistance for each member inquiry.
- Boosted member retention rates by conducting regular follow-ups and maintaining strong relationships.
- Participated in training programs continuously, staying up-to-date on industry trends and company policies.
- Identified cross-selling opportunities while interacting with members, increasing revenue potential.
- Assisted members in selecting suitable financial products, tailoring offerings to their specific needs.
- Verified customer identification and documentation for compliant transactions.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Associate of Science - Healthcare Administration
New England College
Henniker, NH04.2021
High School Diploma -
Liberty High School
Colorado Springs05.2008
Skills
- MS Office
- Data Entry
- Call Center Operations
- Computer Skills
- Empathetic
- Excellent Work Ethic
- Product Knowledge
- Organizational Skills
- Adaptability
- Issue and Complaint Resolution
- Inbound Call Management
- Quality Assurance Controls
- Calm and Professional Under Pressure
- Policies and Procedures Adherence
- 7 years of Customer Service Experience
Timeline
Senior Customer Service Representative
Capital One
09.2014 - 10.2016
Personal Assistant to the Owner
Joshua Brooks
06.2013 - 09.2014
Hospitality Manager
B&B Ristorante
01.2011 - 06.2013
Call Center Member Representative
ENT Federal Credit Union
01.2010 - 01.2011
Associate of Science - Healthcare Administration
New England College
High School Diploma -
Liberty High School
Similar Profiles
Brittany FortuneBrittany Fortune
Acquirer Coordinator at Capital OneAcquirer Coordinator at Capital One
Ric WilliamsRic Williams
The Department of Taxation Legal Collector (CDCO) at Capital OneThe Department of Taxation Legal Collector (CDCO) at Capital One
Pallavi SinghPallavi Singh
Branch Ambassador at Capital OneBranch Ambassador at Capital One