STEPHANIE MARTINEZ
Tyler,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with an 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.
Overview
33
33
years of professional experience
Work History
Operator
Texas Oncology
01.2022 - Current
- Managed phone system directing individuals to desired personnel and providing general information about operations.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Pleasantly greeted all callers and asked how to be of assistance.
- Answered average of 95 calls per day and directed to appropriate departments and personnel.
Accounts Payable Clerk
Tyler Beverages Inc
11.2013 - 12.2021
- Interacted with vendors, contractors, and professional services personnel to receive orders, direct activities and communicate instructions.
- Maintained good working relationships with vendors and resolved disputes.
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Aggregated and prepared documentation and reports for office meetings, distribution, and filing.
Server
Times Square Grand Slam
01.2019 - 02.2020
- Stayed up to date on menu changes to offer current and accurate information, answer questions and help customers select optimal meal choices based on individual preferences.
- Checked identification to enforce age requirement for alcoholic beverages.
- Performed complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Used correct cleaning, sanitizing and food handling procedures to maintain optimal protection for customers.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
Front Desk Clerk
La Quinta Hotel & Suites December
12.2014 - 07.2015
- Greeted and welcomed all hotel guests with a smile.
- Verified that personal and payment information on guest accounts was accurate and complete.
- Collaborated with maintenance and housekeeping to ensure rooms were ready for check-in.
Customer Service Representative
Progressive Waste Solutions
04.2013 - 10.2013
- Inbound customer service rep assisting customers with their waste needs including residential, commercial and industrial services.
- Data entry for residential sales rep, setting up new accounts, posting new account payments, mapping and routing new stops for service.
- Answered inquiries for service, sold and set up accounts, resolved customer issues, took payments and assisted other departments as needed.
Customer Service Representative
Allied Waste Services/Republic Services
05.2010 - 03.2013
- Inbound customer service rep assisting customers with their waste needs including residential, commercial and industrial services.
- Point of contact for National Accounts and Broker Accounts including resolving customer issues,increasing/decreasing services and submitting bids
- Answered inquiries for service sold and set up accounts, resolved customer issues, took payments and assisted other departments as needed.
Specialist/Senior Customer Service Representative
Alltel Wireless/Verizon Wireless
02.2007 - 03.2010
- Effectively managed a high-volume of inbound customer calls.
- Defused volatile customer situations calmly and courteously.
- Met or exceeded service and quality standards every review period.
- Interpreted clients' needs and introduced services to fit specific requirements.
Customer Service Representative
Suddenlink Communications
12.2006 - 02.2007
- Assist customers with selecting cable packages best for their needs and the needs of their families.
- Provide technical support for both cable and data services including setting trouble calls when troubleshooting fails to resolve the issue.
- Offer solutions for cable and high-speed internet based on what the customer can afford and the services the customer needs/wants.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Compiled customer feedback and recommended service delivery improvements to management.
Customer Service Representative
Alltel Wireless
10.2005 - 01.2006
- Assist customers with issues in regard to their wireless services such as billing and equipment issues while striving to connect with the customer
- Interview and present customers with service options as well as offering appropriate features and cellular accessories.
- Assist coworkers as a "zoner"walking the floor answering questions and taking escalated calls in the supervisor queue.
Rerate Agent
SITEL Corp VZW
10.2003 - 10.2005
- Reviewed customers' wireless bills for errors made by the company to correct and adjust as needed as well as for customer satisfaction.
- Educated customers and agents on the correct usage of service and offer options to assist customers with bills. Assisted with the training of floor agents in aspects of when to submit a billing adjustment for review and which issues can be handled at first contact.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Resolved caller issues quickly and thoroughly.
Costume Manager
Parties Plus
08.2002 - 03.2003
- Coordinated and supervise costume rentals, returns, care, cleaning and tracking of materials.
- Assisted customers with party planning party themes and ideas as well as balloon decorating and tips for décor.Retail sales of party supplies.
- Supported models when clothing was uncomfortable.
- Kept gowns properly bustled and headpieces fitted correctly during bridal gown shoots and events.
- Adjusted clothing once the model was dressed, making sure all garments fit properly and looked perfect.
Office Manager
RW Chang and Co
07.2001 - 07.2002
- Answered multiple phone lines taking product orders and assisting customers on the showroom floor, offering suggestions and resolving issues.
- Coordinated sales orders with the warehouse and support for the sales team.
- Organized merchandise deliveries and returns with both local courier services and national delivery services.
Experience Marketing
Lone Star Balloon
10.1999 - 06.2002
- Design and execution of marketing plans for a trade show in various states and venues
- Coordinated all educational and special events with instructors, vendors, caterers, entertainers, hotel staff and special guest speakers.
- Assisted customers on the sales floor and ones on the phone with purchase requests, ideas, questions, and special orders.
Lead, Reunion Services
Taylor Publishing Company
07.1990 - 10.1999
- Assisted customers in a call center environment with inquires about their high school reunions that were coordinated by our company.
- Supported sales staff of fifty-plus reps with data entry, reunion supplies, marketing supplies, general requests,planners and hosting duties.
- Trained and oversaw CSR's to assist customers, answer questions, resolve issues and research techniques.
Education
GED -
Panola College
Carthage, TX2003
Skills
- 40 WPM typing speed
- Certified in 10-key
- Professional phone etiquette
- Articulate and well-spoken
- Credit card processing
- Good listening skills
- Creative problem solving
- Computer proficient
- Account Management
- Data Entry
- Training development aptitude
- Communication skills
Timeline
Operator
Texas Oncology
01.2022 - Current
Server
Times Square Grand Slam
01.2019 - 02.2020
Front Desk Clerk
La Quinta Hotel & Suites December
12.2014 - 07.2015
Accounts Payable Clerk
Tyler Beverages Inc
11.2013 - 12.2021
Customer Service Representative
Progressive Waste Solutions
04.2013 - 10.2013
Customer Service Representative
Allied Waste Services/Republic Services
05.2010 - 03.2013
Specialist/Senior Customer Service Representative
Alltel Wireless/Verizon Wireless
02.2007 - 03.2010
Customer Service Representative
Suddenlink Communications
12.2006 - 02.2007
Customer Service Representative
Alltel Wireless
10.2005 - 01.2006
Rerate Agent
SITEL Corp VZW
10.2003 - 10.2005
Costume Manager
Parties Plus
08.2002 - 03.2003
Office Manager
RW Chang and Co
07.2001 - 07.2002
Experience Marketing
Lone Star Balloon
10.1999 - 06.2002
Lead, Reunion Services
Taylor Publishing Company
07.1990 - 10.1999
GED -
Panola College
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