Shelia Martinez
Las Vegas,NV
Summary
Superior in building productive relationships ,adaptable and eager to learn keeps one trainable and teachable in meeting customer needs via telecommuting roles. Skilled at listening to customers, meeting productivity targets and maintaining current knowledge of company offerings. Offering empathy, reliability and enthusiasm for satisfying customers. Taught how to recognize and communicate Military Culture with members in every Military Branch on all levels. Accomplished in providing unsurpassed support to distraught Members. Understanding differences of an urgent matter from emergencies and how to direct in a calm ,courteous manner in order to assist customer in their time of need with efficiency. Using the ability to connect with others on a mental level ,instinctively reading vocal tone and attitude in order to relate on a personal level is a unique gift that cannot be taught ,gives an advantage when it comes to de escalating any upset customers. Many years of experience in building rapport with customers that creates an atmosphere of loyalty and reassurance as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Hardworking Customer Service Representative with one year of successful remote experience. Trained in project and time management with extensive knowledge of Auto Insurance Claims and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results.
Proactive Customer Service Agent with expertise delivering support services and resolving customer complaints. Knowledgeable in Microsoft and utilized different programs used in Claims processing techniques . Demonstrated competencies in operating multi -line phones while attentively listening and updating documentation.
Skilled call center professional versed in customer support protocols. Brings extensive high-call volume experience spanning two years working exclusively with Military Personnel and their families at a time of loss. While at the same time working with Licensed Insurance Agents, Attorneys and Vendors to remedy their situations , resolving complex issues and winning customer loyalty. Bringing confidence in maintaining customer satisfaction and contributing to company success.
Proficient computer skills and telephone etiquette.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
SITEL Worldwide Corporation
Las Vegas, NV
02.2019 - 01.2021
- Provided primary customer support to Customers in fast-paced environment. Answering up to 50 calls per day.
- Attentively listened,empathizing with customers to complete claim process.
- Assisted Customers with appointments, Auto Rentals and Tows for pick-up at several locations.
- Opened lines of communication through texts,emails,phone calls,providing emails, numbers,extensions as well as addresses.
- Educated Customers on procedures and next steps for efficiency.
- Recommended Company Repair Shop Program to Customers, thoroughly explaining details. Reassuring Customers leaving no doubt to be taken care of.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Answered customer telephone calls promptly to avoid on-hold wait times. No longer than 2 seconds on initial calls.
- Consulted with vendors to resolve discrepancies and create effective solutions.
- Responded to customer requests for products, services along with company information promptly.
Art Director
Face First Records
Henderson, NV
03.2006 - 12.2018
- Managed all art and office supply needs for department, including purchasing merchandise, keeping inventory for over 10 years.
- Collaborated with numerous clients, building relationships to bring ideas into fruition.
- Contributed to creative process through inspiring, original ideas.
- Created custom drawings and paintings using mixed media to create photo ready artwork.
Education
Fine Arts -
U.N.L.V.
Las Vegas, NVAssociate of Arts - Graphic Technologies
College of Southern Nevada
Las Vegas, NV04.1994
High School Diploma -
Chaparral H S
Las Vegas05.1985
Skills
- Experienced Remote Customer Specialist
- Superior Listening and Communication Skills
- Creative Problem Solving
- Professional,Reliable with Strong Customer Service Skills
Accomplishments
- Customer Relations - Earned highest points for her team for customer satisfaction through passing Surveys where scoring 9 and above was considered a passing grade.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Chosen to collaborate with staff members in the development of a Customer Satisfaction Incentive Project.
- Documented and resolved method of engaging specialist team which led to less customer aggravation.
Certification
- Global Privacy Awareness, Sitel- October, 2020
- Global Security Awareness, Sitel - October, 2020
Timeline
Customer Service Representative
SITEL Worldwide Corporation
02.2019 - 01.2021
Art Director
Face First Records
03.2006 - 12.2018
Fine Arts -
U.N.L.V.
Associate of Arts - Graphic Technologies
College of Southern Nevada
High School Diploma -
Chaparral H S