Ashley Martinez

**** ********* ******, *********, ** 77471 • Cell 281-***-**** • acx259@r.postjobfree.com

Professional Summary

Customer Service Representative bringing extensive call center experience inbound, outbound and blended environments. Strength in training and development, client relations and problem solving. Exceptional customer care professional who addresses inquires and resolves problems as they arise.

Skills

•Exceptional interpersonal communication •Effective problem solver

•Skilled Trainer •Effective workflow management

•Excellent time management skills •Adherence to high customer standards

•Inventory control •Customer-focused

•Exceptional telephone etiquette • Microsoft word and Excel

Work History

Assistant Manager, 05/2016-12/2016

Massage Heights Spa

• Investigated and resolved customer inquiries and complaints in an empathetic manner.

• Cross- trained and backed up other customer service managers.

• Met all customer call guidelines including service levels, handle time and productivity.

• Promptly responded to customer needs.

• Assumed ownership over team productivity and managed work flow to exceed quality service

• Strong leader of customer support staff

• Scheduled staff shifts to cover peaks lulls in company services.

• Trained staff on operating procedures and company services.

• Identified individual development needs with appropriate training.

• Maintained cleanliness of the business.

• Followed-through on all inter-departmental escalations to increase customer retention rates.

• Maintained accurate records of past due customer account activity.

• Developed highly empathetic client relations.

• Earned a reputation for exceeding service standard goals.

• Marketing Business to gain more customers.

Assistant Business Manager, 10/2013to 04/2016

Massage Envy Spa – 19760 Southwest Freeway, Sugar Land, TX 77479

• Investigated and resolved customer inquiries and complaints in an empathetic manner.

• Cross- trained and backed up other customer service managers.

• Met all customer call guidelines including service levels, handle time and productivity.

• Promptly responded to customer needs.

• Assumed ownership over team productivity and managed work flow to exceed quality service

• Strong leader of customer support staff

• Scheduled staff shifts to cover peaks lulls in company services.

• Trained staff on operating procedures and company services.

• Identified individual development needs with appropriate training.

• Maintained cleanliness of the business.

• Followed-through on all inter-departmental escalations to increase customer retention rates.

• Maintained accurate records of past due customer account activity.

• Developed highly empathetic client relations.

• Earned a reputation for exceeding service standard goals.

• Marketing Business to gain more customers.

Education

Wharton County Junior College- 14004 University Blvd, Sugar Land, TX 77479

Bachelor of Science: Nursing, Graduation 2018

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