Service Representative Customer
Resume:
CHRISTOPHER MARTINEZ
CUSTOMER SERVICE REPRESENTATIVE
CAREER OBJECTIVE
Efficient professional with 10+ years of experience and a proven knowledge of customer service, order processing, and conflict resolution. Aiming to leverage my skills to successfully fill the Customer Service Representative role at your company.
PROFESSIONAL EXPERIENCE
Fema/Contractor
Insight Global, Remote work from home.
Accept incoming calls for FEMA and assist callers with applications for disaster assistance and COVID-19 funeral assistance.
Completed applications to set up appointments for natural disasters to get reimbursed for funds spent in getting their property repaired.
Completed applications for reimbursement of any funeral expenses during this COVID 19 crisis.
Reviewed documents like death certificates and itemized funeral expenses to make sure everything is in order.
Reached out to funeral homes if any information needed to be verified.
Healthcare representative/CSR
HGS, El Paso,Tx / Mar 2020 - Jan 2021
●Assists providers in checking claims and benefits for Health, Dental and Vision.
●Provided information on patients coverage if active or not.
●Gave information on what coverage and percentages patients are covered at.
●Created tickets for claims requesting additional documents to complete processing.
● Provided payment details for claims that paid out.
PASSWORD RESET/CSR
Modis (Charles Schwab), El Paso, TX / Jan 2018 – Jan 2020
●Assists clients with website lockouts, password resets, and device identification support.
●Update account information as needed to ensure clients get account notifications and mailings.
●Enforce fraud prevention and senior exploitation prevention on every call.
●Deepen the client relationship through personable and professional problem resolution.
TEAM LEAD/CUSTOMER SERVICE REPRESENTATIVE
DATAMARK, El Paso, TX / Feb 2015 – Oct 2017
●Managed floor to assist agents with questions or issues they may have needed help with.
●Reviewed and submitted daily end of day reports such as AHT, Service Level and Idle.
●Listened to and graded calls to make sure quality was being met, and provided coaching as needed.
●Tracked attendance for representatives and determine if overtime is needed based on call volume.
●Handled incoming calls for Fuel Rewards program in regards to getting members signed up for the first time and addressed questions or disputes.
●Managed and responded to escalation emails in a timely manner
BACK OFFICE SALES AGENT
AT&T, El Paso, TX / Feb 2011 – Feb 2015
●Processed orders and credit checks for At&t U-Verse door to door sales agents.
●Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
●Complied with all AT&T policy and procedures, including but limited to applicable security and safety rules and regulations.
●Handled customer escalations, contain calls and resolve issues.
PROCESS TECH
Plastic Molding Tech (contract), El Paso, TX / Jun 2010 – Aug 2010
●Working a temporary assignment with plastic mold injection machines.
●Assigned to a set number of machines to check on quality of product at set intervals through-out my shift.
●Made sure equipment was in working order and examine product for any inconstancies and address any quality issues with floor supervisor.
GENERAL UTILITY AND FOOD PREPARATION
APPLEBEES, El Paso, TX / Mar 2009 – Mar 2010
●Prepared and measured food portions during opening shift to assist cooks and set up kitchen by the time restaurant opens. Accepted incoming morning delivers and accounted for all product needed for the restaurant.
●Dishwasher was setup to wash dishes for lunch and dinner crowd.
REFERENCES
References available upon request
*********@*****.***
10414 Ashwood Dr,El Paso TX, 79935
EDUCATION
BEL AIR HIGH SCHOOL
El Paso, TX
Completed coursework towards High School Diploma (Jun 2005)
ADDITIONAL
SKILLS
Customer Service Oriented
Leadership
Organizational Skills
Training Development Skills
MS Office, Word, Excel, Power Point
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