Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shannon Martinez

Waukesha,WI

Summary

Customer service representative with excellent multitasking and customer service skills. Highly effective at juggling multiple projects at once. Known for detail-oriented work and creative problem solving.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

IEWC
09.2021 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Enter customer orders accurately.
  • Work with internal teams to build customers relationships.

Client Service Manager

Empower Retirement
05.2018 - 08.2021
  • The main point of contact for 260 retirement plans.
  • Handle issues related to: contributions, loans, distributions, enrollment, payroll support, compliance, audit, reporting and general inquiries
  • Ensure issues are being resolved and clients are kept apprised of progress ensuring highest level of client service and satisfaction
  • Handle straightforward problems/issues and refers more complex issues to senior staff
  • Educate clients on plan provisions and functionality of plan sponsor & participant websites and EIVR

Service Delivery Specialist

Empower Retirement
04.2016 - 01.2018
  • Assist participant service representatives with questions during phone calls.
  • Review, route, process, and make call outs on service requests.
  • Assisting participants ensuring their accounts are protected.
  • Handle escalated situations and resolves issues for participants.

Client Service Coordinator

Empower Retirement
01.2018 - Current
  • Assist plan sponsors with day to day items for their retirement plan via phone call and email correspondence.
  • Open, review, and process service requests.
  • Assist in completing tasks and projects

Retirement Representative

Empower Retirement
01.2014 - 04.2016
  • Handle inbound calls for participants answering questions about their employer sponsored plans.
  • Currently trained to take all institution partner calls as well as State of WI and Milwaukee County and National accounts.
  • Handle escalated calls ensuring superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Assists with call reviews, in person and phone interviews, and run monthly team reports.
  • Assist with after call surveys and coaching for calls receiving a score

Education

Bachelor of Arts - Anthropology

UW Milwaukee
Milwaukee, WI
2012

Skills

  • Fast Learner
  • Attention to detail
  • Strong problem solving aptitude
  • Proficient in Microsoft word, excel, and PowerPoint
  • Adheres to customer service procedures

Timeline

Customer Service Representative

IEWC
09.2021 - Current

Client Service Manager

Empower Retirement
05.2018 - 08.2021

Client Service Coordinator

Empower Retirement
01.2018 - Current

Service Delivery Specialist

Empower Retirement
04.2016 - 01.2018

Retirement Representative

Empower Retirement
01.2014 - 04.2016

Bachelor of Arts - Anthropology

UW Milwaukee

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Shannon Martinez