CRISTOBAL MARTINEZ

**** *. ******** *** *** #*. ~ Phoenix, Arizona 85016

623-***-**** ~ ad3wnb@r.postjobfree.com

KEY STRENGTHS

Strong customer service background; over nine years of experience in multiple levels of customer service including a diverse range from sales to collections

Bilingual in English and Spanish. Able to read, write and speak fluently in both languages

Computer knowledgeable; highly experienced with software applications such as MS Outlook, Word, Excel, Access, and PowerPoint

Excellent communication and collaboration skills; notable ability to relate to colleagues and clientele of all levels

Experienced problem solver; able to keep composure and diffuse irate situations while using conflict resolution skills to develop fair solutions that benefit both customer and company

RELEVANT WORK EXPERIENCE

Erus Energy Phoenix, Arizona

Bilingual Customer Support Representative 12/2018 – 11/2023

Handled inbound calls from customers in regards to project updates, account status and troubleshooting with the customers solar system.

Oversaw customer financial accounts and processed customer adjustments.

Made product recommendations or services to customers based on their needs and preferences.

Worked closely with a team of customer service representatives to ensure we met our monthly metrics and quotas.

Handled customer complaints and provided alternatives and/or solutions to ensure resolution of complaints.

Reached out to customers via email and telephone to verify account information and ensure they are satisfied with our products.

Dedicated Resource Scheduling Scottsdale, Arizona

Customer Service Specialist 09/2015 – 11/2018

Responsible for providing a stellar customer experience to Gen Rx Pharmacy patients. This includes, but is not limited to: registering new patients of Gen Rx Pharmacy to receive dermatological medications via mail, checking status of pending orders, advising customers on basic drug information and interactions, and updating patient information.

Worked closely with pharmacy technicians, and referred any questions regarding prescriptions, specific drug information, or health matters to a pharmacist.

Prepared insurance claim forms online and forwarded them electronically to pharmacy technicians to be reviewed for approval of medication.

Created and maintained purchase orders while also providing feedback to management regarding inventory in order to avoid any delays of medications.

Chrysler Group LLC Tempe, Arizona

Vendor Relations Representative 11/2013 - 05/2015

Assisted Chrysler auto parts customers on items that included product payment status, shipping and receiving status, and general inquiries about part piece prices.

Met and exceeded monthly call metrics by providing world class customer service and managing call times.

Used problem solving skills to rectify any types of issues regarding data input, shipping errors, or piece price discrepancies.

Wells Fargo Bank Phoenix, Arizona

Customer Marketing Representative 07/2012 - 10/2013

Primary responsibilities included ensuring customers received the most out of their relationship with Wells Fargo by assisting them over the phone with general checking and credit card account inquiries, informing them of the latest products and services, and successfully resolving any issues with their accounts

Provided customers with accurate information regarding the latest banking products and services such as Credit Protection and Privacy Assist, and made the appropriate recommendations to upgrade their accounts to make sure Wells Fargo was meeting their personal financial needs

Frequently recognized by management for providing excellent customer service and consistently earned high ratings on customer satisfaction surveys

Bank of America Phoenix, Arizona

Senior Customer Service and Sales Specialist 09/2006 - 06/2012

Assisted Bank of America credit card holders, predominantly Spanish speaking clients, on items that included reviewing card holder account status, answering account inquiries, and providing assistance with cardholder credit account payments

Managed an average of 120 inbound calls per day while utilizing listening and interview skills to determine and provide timely solutions to meet customer needs or problems

Consistently met and surpassed monthly new product sales quotas by readily acquiring knowledge on new product offering and matching corporate product offerings with client needs

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