Stephanie Martinez
Lubbock,TX
Summary
Dynamic customer service professional with a proven track record at Wells Fargo, excelling in conflict resolution and relationship building. Recognized for consistently exceeding performance metrics, enhancing customer satisfaction, and effectively managing high-stress situations. Proficient in Microsoft Excel and adept at fostering loyalty through empathetic communication and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Wells Fargo
05.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Met customer call guidelines for service levels, handle time and productivity.
Certified Agricultural Commodity Grader
USDA Cotton Division
08.2015 - Current
- Graded raw materials based on checklist of quality standards.
- Improved student performance by providing constructive feedback on assignments and tests.
- Removed items of inferior grades from production lines and collected for alternate use or disposal.
- Managed deadlines effectively, ensuring timely completion of all required tasks while maintaining high-quality standards throughout the evaluation process.
- Operated heavy, complex equipment safely to minimize accidents.
- Completed on-the-job training to learn correct methods for identifying defects.
- Helped select materials for use in products like Type by accurately grading products from different suppliers.
- Inspected and maintained equipment for sorting.
- Assisted in training Number employees on Type tasks to raise quality of work for entire team.
- Complied with company policies and OSHA regulations to maintain safe working conditions.
- Ensured compliance with departmental and institutional policies during all grading activities.
- Trained new graders on best practices and methodologies, ensuring high standard of assessment across board.
HVI Operator
USDA Cotton Division
08.2015 - Current
- Operated various types of machinery, demonstrating versatility and adaptability in diverse work environments.
- Maintained a safe working environment by enforcing strict adherence to safety guidelines and protocols.
- Assisted in training new operators, sharing knowledge of best practices and promoting a culture of teamwork amongst peers.
- Provided on-the-job training to newly hired workers and team members.
Debt Collector
Medi-Comm
06.2014 - 05.2015
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
- Exceeded performance targets for successful debt recoveries, contributing to company''s overall financial stability.
- Maintained high volume of calls and met demands of busy and productive group.
- Maintained consistently high success rate of collecting on overdue accounts.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Contributed to team success by consistently meeting or surpassing established performance metrics with professionalism and expertise.
- Documented customer payment interactions and account statuses for future reference.
- Maintained detailed records of all collection activities, ensuring accuracy and timely reporting to management and clients.
- Enhanced client relationships by providing regular updates on account status and diligently adhering to communication guidelines.
- Identified and contacted customers with overdue accounts to address payment status.
- Assisted in training new hires on company policies, procedures, and best practices for effective debt collection techniques.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Adapted quickly to changes in industry regulations, incorporating new requirements into daily workflow without compromising productivity or results.
Education
High School Diploma -
Lubbock High School
Lubbock, TX05.2005
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Customer satisfaction measurement
- Account updating
- Recordkeeping strengths
Timeline
Customer Service Representative
Wells Fargo
05.2023 - Current
Certified Agricultural Commodity Grader
USDA Cotton Division
08.2015 - Current
HVI Operator
USDA Cotton Division
08.2015 - Current
Debt Collector
Medi-Comm
06.2014 - 05.2015
High School Diploma -
Lubbock High School
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