Veronica Martinez
Tooele,UT
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Connexion Point
10.2012 - 09.2014
- Inbound Calls - Filled out customer's enrollment applications for Medicare.
- Data Entry - Entering customer's information in the system that requested a call back for more health insurance plans.
- Outbound calls - Called different customer's asking if they wanted more information in regards to Medicare plans and scheduled a callback if they were interested.
Quality Assurance Analyst
Connexion Point
01.2015 - 01.2017
- Data entry - Monitored calls that were assigned, used the QA spreadsheet and entered each grade for each section.
Customer Service Representative
Nexant
03.2017 - 05.2020
- Inbound- Transferred the customers to the correct department such as billing, financial programs, outages and business inquires.
- Data Entry - Filled out rebate applications for Dominion customers that purchased energy efficient appliances.
- Outbound- Called customers to complete a feedback survey on their pick up for bulk orders.
Customer Service Representative
Golden Customer Care
04.2021 - Current
- Inbound - Responded to customer requests for products, checking the status of orders, and placing orders along.
- Escalation calls - Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Nesting - Helped new agents on their last weeks in training. Answering questions they may have while on/off the call, going over work policy and procedures, and presented morning huddle and debriefs. Live listened to the agents and did coaching's if needed. Did attendance as well in Sup Five9.
Education
High School Diploma -
Tooele High School
Tooele05-2013
Skills
- Active listening
- Data entry
- Problem resolution
- Customer satisfaction measurement
- Product knowledge
- Team development
- Documentation
- Quality control
- Customer service
Timeline
Customer Service Representative
Golden Customer Care
04.2021 - Current
Customer Service Representative
Nexant
03.2017 - 05.2020
Quality Assurance Analyst
Connexion Point
01.2015 - 01.2017
Customer Service Representative
Connexion Point
10.2012 - 09.2014
High School Diploma -
Tooele High School
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