DM

DALKIS MARTINEZ

ad02w1@r.postjobfree.com 704-***-**** Kannapolis, NC 28081

High-energy Customers Service Representative in Retail and Automotive Industry management professional offers proven skills in strengthening operational procedures, enhancing team productivity and streamlining processes. Adaptable in changing environments with strategic decision-making skills. Performance-oriented and hardworking to create approaches to boost long-term business success. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Focused with highly developed skills that truly shine when identifying anomalies and teaming up with staff members for brainstorming purposes. A valuable and committed professional with dynamic communication and interpersonal skills. Ready to take on a new role with a company where a strong work ethic and calm demeanor will be appreciated. Bilingual

Money Handling

Customer Relations

Administrative Management

Logistics

Training and Development Skills

Supervision & Leadership

Focus and Follow-Through

Business Operations Knowledge

Microsoft Excel

Reporting and Alerts

Fraud and Anomaly Analysis

Trained in Prevent

Relationship Building

Friendly, Positive Attitude

Problem Resolution

Fluent in Spanish

Telephone and Email Etiquette

Fraud Patterns

Verbal and Written Communication

Organizational Skills

Reliable & Trustworthy

Wells Fargo Charlotte, NC

Fraud & Claims Operations

Representative Bilingual

01/2023 - Current

Support fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offer ideas to mitigate risks through effective authentication of customers in order to prevent fraudulent activity

Perform moderately complex customer support tasks by utilizing solid communication, verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information as a part of resolving a claim

Receive direction from managers and escalate non-routine questions Oversee multiple claim types, and take appropriate action to decision the case using multiple systems and applications

month Call Center Experience

Customer service skills with the ability to make both outbound and inbound phone calls

Experience processing items high production call volume Strong analytical skills with high attention to detail and accuracy Ability to read, analyze, and interpret documents/reports Ability to make timely and independent judgement decisions while Summary

Skills

Experience

working in a fast-paced and results-driven environment Ability to navigate multiple computer system windows, applications and utilize search tools to find information

Ability to work effectively, as well as independently, in a team environment

Excellent verbal, written, and interpersonal communication skills Strong analytical skills with high attention to detail and accuracy Intermediate Microsoft Office skills

Bilingual speaking/listening proficiency in Spanish/English Conducted reviews of flagged transactions and reports that showed potential suspicious activity.

Advance Auto Parts

Assistant General Manager

07/2007 - Current

Managed over 50 customer calls per day

Handled cash accurately and prepared deposits.

Prompt handling of any customer complaints for product or operational standards

Hands on experience in training sales associated, monitoring inventory, task assignment, multi-line phone systems, and opening/closing manager duties oversee weekly scheduling process

Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Helped customers complete purchases, locate items and join reward programs.

Mentored and motivated team members to achieve challenging business goals

Shawsheen Coating & Converting

Finished Product Inspector and Machine

Operator Assistant

01/2004 - 07/2007

Maintained consistently high production rates

Ensured that all customers orders were of superior quality Administered proper packaging of customer orders.

Operated machining equipment safely with team of operators. Complied with company and OSHA safety rules and regulations. Increased sales by 10%".

Created plans and communicated deadlines to complete projects on time Demonstrated respect, friendliness and willingness to help wherever needed

Lawrence High School Lawrence, MA

High School Diploma

1990

Education and Training

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