Summary
Overview
Work History
Education
Skills
Accomplishments
References
Languages
Timeline
Generic

Teresa Martinez

Commerce City,CO

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

16
16
years of professional experience

Work History

Housekeeping

Molly Maid
03.2024 - Current
  • Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
  • Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
  • Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
  • Disinfected and mopped bathrooms to keep facilities sanitary and clean.
  • Maintained a spotless environment for guests through diligent daily housekeeping tasks.
  • Used chemicals by following safety protocols and procedures to avoid burns and injuries.
  • Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
  • Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
  • Upheld high standards of sanitation in common areas, contributing to an inviting atmosphere for guests.
  • Disposed of trash and recyclables each day to avoid waste buildup.
  • Maximized efficiency of housekeeping operations through effective communication with team members and supervisors.
  • Dusted picture frames and wall hangings with cloth.
  • Collaborated with nursing staff to address unique cleaning needs for patients with special requirements or conditions.
  • Contributed to efficient hospital operations by promptly responding to housekeeping requests and emergencies.
  • Performed deep-cleaning tasks on a regular basis to maintain optimal cleanliness levels throughout the entire facility.
  • Reduced cross-contamination risks by adhering to strict guidelines regarding the handling of biohazardous materials and waste disposal procedures.
  • Enhanced infection control efforts through thorough disinfection of high-touch surfaces and patient rooms.
  • Ensured compliance with safety regulations and protocols, minimizing accidents and hazards in the workplace.
  • Supported patient care by promptly cleaning and preparing rooms for new admissions, reducing wait times.
  • Demonstrated attention to detail while inspecting completed work tasks, ensuring all areas met established cleanliness standards.
  • Participated in ongoing training sessions to stay up-to-date on best practices for hospital housekeeping and infection prevention.
  • Promoted a welcoming atmosphere by maintaining clean and well-organized waiting areas, hallways, and other common spaces.

Assistant Sales Manager

Rent-A-Center NPS
05.2020 - 03.2024
  • Resolved customer issues promptly, maintaining high levels of customer satisfaction and trust in the brand.
  • Trained new hires on product knowledge, enhancing their ability to sell confidently and successfully close deals.
  • Assisted sales team with completing customer transactions and managing issues.
  • Developed strong client relationships for repeat business and increased referrals.
  • Cultivated a positive work environment through fostering teamwork, open communication channels among staff members contributing towards higher employee satisfaction and retention rates.
  • Completed store opening and closing procedures by counting drawers and managing security.
  • Demonstrated exemplary customer service by engaging clients on sales floor.
  • Achieved sales targets consistently by driving daily sales activities and managing the sales pipeline effectively.
  • Analyzed sales data regularly to recognize patterns, capitalize on opportunities, and address areas of concern within the team''s performance metrics.
  • Strengthened performance by applying excellent program and project leadership skills.
  • Trained new associates in successful sales and performance strategies.
  • Collaborated with marketing department to create appealing promotions, resulting in higher customer engagement rates.
  • Conducted regular team meetings to review progress, address challenges, and motivate staff towards achieving goals.
  • Generated sales report to help upper management make effective decisions and sales plans.
  • Negotiated contracts with clients that balanced profitability with excellent customer service standards.
  • Managed and developed sales team.
  • Established performance benchmarks, setting clear expectations for team members, and regularly reviewing progress against set goals, driving continuous improvement within the sales department.

Lead Sales Associate

O'Reilly Auto Parts
03.2017 - 05.2020
  • Handled cash register operations and customer transactions to process payments.
  • Resolved customer issues promptly, ensuring satisfaction and loyalty.
  • Processed and stocked merchandise in accordance with store standards.
  • Contributed towards improving overall store ambience by maintaining a clean and organized work environment.
  • Performed inventory control procedures to manage stock.
  • Maintained store visual standards by setting up window and interior displays to merchandising guidelines.
  • Managed inventory effectively, minimizing stock-outs and overstock situations.
  • Trained, coached, and mentored new sales associates for maximum performance.
  • Assisted customers in making informed purchasing decisions by providing expert advice on product features and benefits.
  • Delivered excellent customer service for repeat business and referrals.
  • Trained new sales associates to ensure consistent performance across the team.
  • Developed and maintained knowledge of current sales and promotions.
  • Developed a loyal client base through personalized attention, product knowledge, and exceptional service standards.
  • Implemented visual merchandising strategies to improve product presentation and increase sales conversions.
  • Led team meetings to share best practices, set targets, and motivate staff members towards achieving goals.
  • Collaborated with store management to develop promotions and marketing initiatives that boosted overall sales.
  • Achieved monthly sales targets consistently by employing persuasive selling techniques tailored to each customer''s unique needs.
  • Demonstrated effective communication skills when presenting sales pitches, addressing concerns, or negotiating deals with clients.
  • Used POS system to process sales, returns, online orders, and gift card activations.
  • Organized store merchandise racks and displays to promote and maintain visually appealing environments.
  • Up-sold and cross-sold products effectively, driving sales and increasing revenue.

Call Center Representative

Market Link
03.2015 - 03.2016
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
  • Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
  • Collaborated with team members to share best practices and improve overall team performance in meeting targets.
  • Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
  • Identified upselling opportunities to increase revenue generation.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Promptly responded to inquiries and requests from prospective customers.

Legal Collector

Stanley and Associates
03.2009 - 03.2014
  • Prepared comprehensive documentation for legal proceedings, ensuring accuracy and compliance with court requirements.
  • Increased client satisfaction by efficiently managing a high volume of legal collection cases.
  • Developed strong relationships with clients by providing timely updates and addressing concerns promptly, resulting in increased trust and repeat business.
  • Reviewed contracts thoroughly before initiating collections activities to ensure understanding of terms and conditions applicable to each unique situation.
  • Resolved disputes professionally and diplomatically, protecting the company''s reputation while maximizing recoveries.
  • Maintained open lines of communication with both debtors and clients during the negotiation process, fostering positive relationships that facilitated successful settlements.
  • Negotiated favorable settlements with debtors, achieving mutually beneficial outcomes for all parties involved.
  • Implemented effective time-management strategies to handle multiple competing priorities without compromising results or quality of work.
  • Stayed current on industry trends and changing regulations, adjusting strategies as needed to maintain a high level of effectiveness in collections efforts.
  • Improved communication between team members through regular status updates and collaborative meetings, fostering a cohesive work environment.
  • Reduced company risk exposure by ensuring strict adherence to legal guidelines and regulations in collections activities.
  • Maximized revenue recovery by actively monitoring assigned accounts and promptly initiating appropriate action steps when necessary.
  • Collaborated closely with attorneys on complex cases, contributing valuable insights gained from extensive industry experience.
  • Streamlined internal processes for case management, leading to improved efficiency and faster resolutions.
  • Conducted thorough investigations into debtor financial situations, identifying assets available for collection efforts.
  • Enhanced portfolio recovery rates through diligent research and persistent follow-up on delinquent accounts.
  • Increased efficiency by utilizing technology-based tools for tracking case progress and maintaining accurate records.
  • Demonstrated exceptional attention to detail in preparing and reviewing legal documentation, minimizing the potential for errors and delays in case resolution.
  • Utilized advanced negotiation tactics to persuade debtors to make payments or settle accounts amicably.
  • Provided training to new hires on best practices in legal collections, enhancing the overall effectiveness of the team.
  • Collected on delinquent accounts to reduce overdue balances.
  • Maintained high volume of calls and met demands of busy and productive group.

Education

High School Diploma -

Westminster High School
Westminster, CO
05.1989

Skills

  • Organization
  • Integrity
  • Analytical thinking
  • Attention to detail, formal
  • Great Stress management
  • I have sincere Compassion
  • Attention to detail
  • Interpersonal skills
  • Able to work in a team or independent environment
  • Ability to prioritize and coordinate work

Accomplishments

  • Employee of the year for my customer service skills
  • Multiple letters of accomplishments

References

References available upon request.

Languages

English
Full Professional
Spanish
Native or Bilingual

Timeline

Housekeeping

Molly Maid
03.2024 - Current

Assistant Sales Manager

Rent-A-Center NPS
05.2020 - 03.2024

Lead Sales Associate

O'Reilly Auto Parts
03.2017 - 05.2020

Call Center Representative

Market Link
03.2015 - 03.2016

Legal Collector

Stanley and Associates
03.2009 - 03.2014

High School Diploma -

Westminster High School

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Teresa Martinez