Yesenia Martinez
Paterson,NJ
Summary
Customer service lead offering 20+ years of experience in optical order management, prescription support, and escalation management. Delivers accurate payment reconciliation and strong CRM-driven service workflows. Coaches teams to achieve consistent customer service results.
Overview
2
2
Languages
1
1
Certification
7
7
years of professional experience
Work History
Customer Service Lead
AVALON EYEWEAR - ATT:SKYLAB
Northvale, New Jersey
05.2019 - Current
- Led customer service staff activities, focusing on training, coaching, and performance management to improve team effectiveness.
- Handled escalated customer concerns, researched payment discrepancies, and arranged follow-up to support customer satisfaction.
- Handled customer concerns regarding frames, lenses, returns, and exchanges to ensure satisfaction.
- Consulted with customers regarding needs and addressed concerns.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Collaborated with sales, marketing, and IT teams to streamline service delivery and address customer needs effectively.
- Used knowledge of optical prescriptions, lens thickness, and base curves to support order questions.
- Coordinated with opticians and optical laboratories worldwide to help complete accurate prescription orders.
Education
Some College (No Degree) - Accounting and Finance
Passaic County Community College
Paterson, NJSkills
- Product knowledge
- Order management
- CRM software proficiency
- Customer relationship management
- Escalation handling
- Payment reconciliation
- Team leadership
- Problem solving
- Attention to detail
- Effective communication
- Customer service excellence
- Training material updates
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Certification
- NOTARY
Timeline
Customer Service Lead
AVALON EYEWEAR - ATT:SKYLAB
05.2019 - Current
Some College (No Degree) - Accounting and Finance
Passaic County Community College