Victoria Martinez
Horizon City
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
Work History
Sales Associate
Concentrix
39899 Balentine Drive, Ste 235, Newark, California
04.2024 - 01.2026
- Transferred Members' prescription orders from Retail Pharmacy to Home Delivery service.
- Provided order and delivery process for clients, resulting in improved service efficiently.
- Ensured medication accuracy through meticulous verification of prescriptions.
- Resolved order issues efficiently and enhanced customer satisfaction ratings.
- Maintained high levels of data accuracy by meticulously updating patient records and ensuring HIPAA compliance.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics regularly, demonstrating exceptional commitment to quality service delivery.
Sales Associate
TELEPERFORMANCE USA
El Paso, TX
01.2022 - 12.2023
- Provided policy and service information for General Motors.
- Congratulated customers on their newly purchased vehicle, and informed them of their Benefits.
- Explained their given Benefits, and recommended Higher plan options to fit every individuals' needs.
- Provided a quick and exceptional customer experience so they can utilize their benefits for their new vehicle.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
Sr. Product Specialist
Meritain Health an AETNA Company
Horizon City, TX
04.2019 - 11.2021
- Supplied Healthcare Providers with a breakdown of a Members Benefit Plan.
- Provided details on completed claims, exclusions, In or Out of Network eligibility, and their Coverage for specific benefits.
- Calculated and informed a members Deductible and Out of Pocket.
- Educated customers about billing, payment processing and support policies and procedures.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained up-to-date knowledge of product and service changes.
Sales Representative
DirecTV/ATT
El Paso, TX
11.2017 - 12.2018
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
Customer Service Representative
Alorica
El Paso East, TX
03.2015 - 09.2015
- Understand customers' needs to offer products and rate plans for ATT
- Handle large volume of inbound customer calls efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Customer Service Representative
Texas GC Services
El Paso, TX
01.2014 - 07.2014
- Report electric and cable emergencies and outages in Florida.
- Respond to bill inquiries and handle customers' high bill complaints for their Electric utility.
- Dispatched Electric technician to repair an electrical outage.
- Remained calm and professional in stressful circumstances.
- Consulted with customers to resolve service and billing issues.
Education
High School Diploma -
College Career Technology Academy
El Paso, TX12.2014
Skills
- Positive and professional
- Customer engagement
- Persuasion techniques
- Policy and procedure adherence
- Call center customer service
- Conflict resolution
- Product knowledge
- Active listening
- Appointment scheduling
- Multitasking and organization
Timeline
Sales Associate
Concentrix
04.2024 - 01.2026
Sales Associate
TELEPERFORMANCE USA
01.2022 - 12.2023
Sr. Product Specialist
Meritain Health an AETNA Company
04.2019 - 11.2021
Sales Representative
DirecTV/ATT
11.2017 - 12.2018
Customer Service Representative
Alorica
03.2015 - 09.2015
Customer Service Representative
Texas GC Services
01.2014 - 07.2014
High School Diploma -
College Career Technology Academy