Customer Service Manager

JESSICA MARTINEZ

*** ******, *******, ** ***** Home: 832-***-**** *******@*****.***

Energetic management professional versed in business management, finance and sales. Emphasizes process improvement to increase profits and customer satisfaction.Results-oriented Manager who thrives in fast-paced and competitive environments. Brings strong presentation, analytical and problem solving skills.Innovative Manager seeks position offering opportunities for new professional and personal challenges. Self-starter with a positive, can- do attitude who is driven to learn, improve and succeed.

Customer service expert

SUMMARY

HIGHLIGHTS

ACCOMPLISHMENTS Customer Assistance

Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed. Computed Data Reports

Provided required weekly, monthly and quarterly reports listing sales figures and client track records. Customer Interface

Greeted customers upon entrance and handled all cash and credit transactions.

Database Maintenance

Assisted in the managing of the company database and verified, edited and modified members' information.

EXPERIENCE EZ INSURANCE Houston, TX Insurance Agent Interviewed prospective clients to learn about their financial needs and to discuss any existing coverage.Processed applications, payments, corrections, endorsements and cancellations.Developed, implemented and monitored new underwriting guidelines for the agency.Promoted agency products to customers in person, on the telephone and in writing.Compiled coverage and rating information in an accessible format.Presented and clearly explained insurance policy options to clients based on their needs and goals.

CITI TRENDS Houston, TX Assistant Manager

08/2010 to 06/2012 Initiated program that standardized employee training and led to increase in customer satisfaction by 12%.Developed department's first incentive performance plan which motivated staff and resulted in a 23% increase in sales.Surpassed revenue goals in four consecutive quarters.

EDUCATION GED 2002 NAACP, Houston, TX, USA

Performance tracking and evaluation

Decisive leader

Team building

Mergers and acquisitions

Telephone inquiries specialist

Customer service expert

Opening/closing procedures

Assisted customers over the phone regarding store operations, product, promotions and orders.

Exceptional time management skills

Conflict resolution

Business and requirements analysis

Strong organizational skills

Active listening skills

Energetic work attitude

06/2012 to 04/2014

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