Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
2014.09 - 2016.10
  • 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
2013.06 - 2014.09
  • 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
2011.01 - 2013.06
  • 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
2010.01 - 2011.01
  • 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, NH
04.2021

High School Diploma -

Liberty High School
Colorado Springs
05.2008

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
2014.09 - 2016.10

Personal Assistant to the Owner

Joshua Brooks
2013.06 - 2014.09

Hospitality Manager

B&B Ristorante
2011.01 - 2013.06

Call Center Member Representative

ENT Federal Credit Union
2010.01 - 2011.01

Associate of Science - Healthcare Administration

New England College

High School Diploma -

Liberty High School
Sasha Martinez