Terry Martinez
Frederick,CO
Summary
I am the right person for the position of a Patient Access Specialist because of my years of experience in customer support, and love for helping others where I can. I take pride knowing my patients are always leaving with a positive and seamless experience. Multitasking and keeping an optimistic outlook is something I am very familiar with. I am well experienced in turning an unsettled customer into a happy and satisfied customer. I have 34 years of experience for being the face of Thule Group, being the first person seen when entering the building, I was always the warm welcome in. Behind the desk I was promptly completing my daily responsibilities; answering all phone calls, entering new sales orders and returns, as well as going above and beyond to gather the information needed in order to make sure the customer was always satisfied. I am familiar with multiple software systems and am adaptable to learn more.
Overview
33
33
years of professional experience
Work History
Customer Support Specialist-Coordinator- Reception
Thule Group
12.1990 - 02.2024
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction focused on addressing customer needs and resolving concerns.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Multitasked to handle diverse customer needs in high-volume orders, prioritizing tasks to keep up with challenging deadlines.
- Entered data, generated reports, and produced tracking documents.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
Education
Erie High School
Erie, COSkills
- Complaint Handling
- Customer Relationship Management (CRM)
- Call center experience
- Quality Assurance
- Managed concurrent projects
- Salesforce
- All product support
- Thorough and precise
- Consistently punctual
- Interpersonal Skills
- Customer Communication and Empathy
- Customer service expert
- Issue and Resolution Tracking
- Support Services
- Active leadership
- Organizational Skills
- Optimistic and friendly
- Patience
- Tracking and Documentation
- Active Listening
- Problem-Solving
- Online Chat Support
- Technologically proficient
Timeline
Customer Support Specialist-Coordinator- Reception
Thule Group
12.1990 - 02.2024
Erie High School
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