Customer Service Representative

Juanita A. Martinez

*** *****, *** *******, ** **207

**********@*****.***

210-***-****

Are you looking to add a motivated problem solver with superior customer relations skills to your team? I believe that

my proven communication skills, upbeat attitude, and ability to learn and succeed under tight deadlines will make me

an effective Customer Service in Service with Citibank Gold.

I am a highly results-oriented individual with over 20 years of experience in customer service. I thrive in team settings

and work efficiently to solve customer problems while remaining cool under pressure. The qualities I will bring to

your team include:

• Customer Service: I have a track record of solving all types of customer issues I am faced with in an

effective and professional manner.

• Professional Attitude: As my references will attest, I have a knack for staying positive and upbeat,

regardless of the situation.

• Passion and Motivation: I have a true passion for customer service and take pride in making consumers

happy. I am also highly motivated to progress in my career and eager to grow and succeed.

I've attached my resume with more information about my background. I feel confident that I could make a great

contribution as a Customer Service in Service with Citibank Gold. Thank you for your time, and I look forward to

hearing from you soon.

Sincerely,

Juanita Martinez

Juanita A.Martinez

413 Hazel St, San Antonio, TX 78207

Home:210-***-****- **********@*****.***

Professional Summary

Call Center Representative with expertise providing customer support in high call volume

environments. Exceptional computher aptitudeandtelephone etiquette.

Skills

• Skilled in call center Operations Extensive history with predictive dialers

• Customer interface expertise Committed to maintaining data integrity

• Multi-line phone operation proficiency Strong problem solving aptitude

• Adheres to customer service procedures Exceptional workflow management

Work History

3/23/2014 to present-Customer Service Specialist-Escalation Prevention

SWBC-5727 Farinon, San Antonio, TX 78249

• Follow up with clients who have called 3 times or more with in 30 days without

resolution to their issue

• serve as a point of contact until the problem is resolved.

• Keep a regular follow up schedule

• Conduct account history research and analysis to find the root cause for the issue

• Defuse bolatile customer situations calmly and courteously

4/2013 to 3/2014- Customer Service Representative, Billing

Time Warner Cable-1900 Blue Crest Ln, San Antonio, TX 78247

• Assisted customers with questions billing questions and concerns.

• Took payments and made payment arrangements

• Reviewed services and made chages to meet their needs

• Defused Volatile customer situations calmly and courteously

• Addressed and resolved customer product complaints empathetically and

professionally.

• Gathered and verified all required customer information for tracking purposes

2/2012 to 4/2013- Customer Service Representative-

Transcom Worldwide-6660 First Park Ten Blvd, San Antonio, TX 78213

• Effectively managed a high volume of inbound and outbound customer calls.

• Addressed and resolved customer product complaints with empathy and

professionalism.

• Gathered and verified all required cuustomer information for tracking purposes.

• Defused volatile customer situations calmly and courteously.

• Resolved service, pricing and technical problems for customers by asking clear

and specific questions.

• Managed high call volume with tact and professionalism.

• Acted professionally and patiently when addressing negative customer feedback.

• Met or exceeded service and quality standards every review period.

Education

1994 High School Diploma

Burbank High School-1002 Edwards, San Antonio, TX 78207

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