Customer Service High School

Nicole Martinez

Experience

ADDRESS

*** **** *** ******

CUSTOMER CARE REPRESENTATIVE – ZUMBA FITNESS, LLC.

Hialeah, FL 33010

HALLANDALE, FL 2/2013 – CURRENT

PHONE • Communicate via phone and email with customers and Zumba Fitness

786-***-**** Instructors/Members.

• Follow up with customers/members within 24-48 hours regarding resolutions

EMAIL

for pending issues.

**************@*****.*** • Request replacements/reshipments for orders and ZIN materials when

necessary.

• Take membership payments over the phone.

• Maintain knowledge and comply with all company policies.

• Enter returns/refund information into the corresponding Google Docs.

• Maintain a minimum quality score of 96% for all calls and emails.

SKILLS

Computer

CUSTOMER SERVICE TEAM LEADER – 1SALEADAY

Microsoft Office - W ord,

MIAMI LAKES, FL 2/2012 – 8/2012 (TEMPORARY POSITION)

Outlook, Basic knowledge of

Excel & PowerPoint

• Communicate via phone and email with customers for six online

Typing speed of 50 WPM

retail/ecommerce outlets

• Follow up with multiple departments within the company regarding delays,

Languages

shipping, credit card disputes and refunds

Bilingual in English and

• Resolve all escalated customer issues and keep CSR’s updated on delays

Spanish (verbal and written)

• Authorize refunds and returns

EDUCATION

• Maintain knowledge of all company policies

MIAMI SPRINGS SR. HIGH

• Ensure that all customer emails/phone calls are being answered within 24

SCHOOL

hours

Miami Springs, FL

8/2007-6/2011

LEGAL SECRETARY/FRONT DESK – PENSKY & KIM, P.A./LAW OFFICES

Academy of Travel &

OF JILL GRUCAN, ESQ.

Tourism MIAMI, FL 8/2011-1/2012

High School Graduate

• Answer two separate phone lines and direct to designated personnel

• Attend walk-in clients and answer customer inquiries about case status

• Maintain office supplies

• Set court dates and enter into attorney calendars

• Set appointments with clients

• Retrieve information from online courts systems

• Perform all clerical duties

• Prepare and sort incoming and outgoing mail

• Prepare legal documents/affidavits and handle all sealing/expungements

CLERICAL/CUSTOMER SERVICE – AARON INDUSTRIAL SAFETY

MIAMI, FL 10/2010-2/2011 (TEMPORARY POSITION)

• Attend customers in person and via phone/emails (nationally and

internationally)

• Perform all clerical duties

• Manage five-line switchboard

• Create Sales Orders, Purchase Orders, Quotes, and Invoices

• Correspond with vendors regarding pricing

• Cash handling for on-site purchases

Contact this candidate