Mario Martinez

adx7kw@r.postjobfree.com

646-***-****

Summary:

Customer service professional with more than 10 years of experience working in call centers. Proven ability to provide excellent customer service in busy environments. Ability to adapt to customers' needs and match them with the right solutions. Detail-oriented professional who works well under pressure. Notable accomplishments in meeting deadlines and increasing customer satisfaction.

Skills:

Microsoft 2000, Word, Excel. PowerPoint

Speaking/reading/writing ability in Spanish.

Special talent in analyzing situations and resolving problems.

Energetic, hardworking, and willing to learn.

Strong motivation for advancement in a career.

Enjoy contributing to a team effort and creating a good working Environment

Hard worker and excellent organizational abilities.

Excellent verbal and written communications.

Skilled Problem-solver.

Highly motivated

Education:

Mercy College Currently working on Bachelor’s Degree in Management,

Experience

Auto Plus

Chester, NY

Job Title : Customer Service Representative

Respond to customer queries in a timely and accurate way, via phone, email or chat

Identify customer needs and help customers use specific features

Analyze and report product malfunctions.

Update our internal databases with information about technical issues and useful discussions with customers

Monitor customer complaints on social media and reach out to provide assistance

Share feature requests and effective workarounds with team members

Inform customers about new features and functionalities

Follow up with customers to ensure their technical issues are resolved

Gather customer feedback and share with our Product, Sales and Marketing teams

Assist in training junior Customer Support Representatives

United States Postal Service

Sussex. NJ 07461 August 15. 2020- January 2022

Job Title : Rural Carrier Associate

Deliver mail and packages to residents in my route.

Picked up outgoing mail from residents

Served residents by determining requirements, answering inquiries, resolving problems, fulfilling requests.

Conduent Business Services

Newark, New Jersey January 2018 – December 23, 2019

Call Center Representative Responsibilities:

Inbound call center representative for EZ Pass of New Jersey :

Served participants by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining correct information in database.

Analyze complex technical problems and develop solutions that meet customer needs professionally and effectively.

Gathers, collects, records, tracks and verifies data and information from multiple sources to compile reviews and documents to process customer disputes.

Demonstrated skills in negotiation and problem solving to handle call volume within a suitable time period.

Performs a variety of activities in support of functional areas such as purchasing or processing EZ Pass accounts for customers.

Xerox Business Services Secaucus, New Jersey Oct 2016 – Apr 2017

Call Center Representative:

Responsibilities:

Inbound call center representative for health and welfare participants.

Update member’s information and observe HIPPA laws.

Served participants by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining correct information in database.

A.H. Harris Fairfield N.J. Jan 2011 – Jul 2014

Inside Sales:

Responsibilities:

Assist customers in the selection of product from the A.H. Harris catalog, as well as, other resources.

Resolve pricing situations encountered during customer transactions using current sales policies.

Replenish counter displays, while maintaining a professional appearance and inventory accuracy.

Provide support to Outside Sales force quoting orders and materials.

Ordered special materials by creating purchase orders.

A.H. Harris Yonkers, NY Jun 2006 – Jan 2011

Inside Sales, Branch Manager:

Responsibilities:

Assist customers in the selection of product from the A.H. Harris catalog, as well as, other resources.

Resolve pricing situations encountered during customer transactions using current sales policies.

Replenish counter displays, while maintaining a professional appearance and inventory accuracy.

Perform necessary housekeeping. duties in order to maintain a clean, safe, organized working environment.

Apply credit and pricing procedures to meet customer expectations while minimizing financial risk for the organization. Refer customers to other internal/external resources when the need arises.

Work effectively with others in a team based environment to accomplish organizational goals and to identify and resolve problems.

Systems/Product Knowledge.

Use the computer system to provide information on pricing, availability, and alternate product selection to complete customer transactions.

Coordinate inventory activities and stocking decisions with Branch Managers and Product Managers to help meet target Gross Profit.

Improve forecasting, and reduce costs.

Conduct regular reviews of the inventory situation and take appropriate action.

Provide inventory analysis and approval on all stock purchases.

Monitor excess inventory situations as demand changes.

Take appropriate action to maintain target turnover.

AH Harris & Sons Newburgh, NY Jun 2004 – Jun 2006

Inside Sales:

Responsibilities: Assist customers in the selection of product from the A.H. Harris catalog, as well as, other resources.

Resolve pricing situations encountered during customer transactions using current sales policies.

Replenish counter displays, while maintaining a professional appearance and inventory accuracy.

Provide support to Outside Sales force quoting orders and materials.

Ordered special materials by creating purchase orders.

Airbed Wireless Valhalla, New York May 2003 – Sept 2003

Account Executive:

Responsibilities:

B2B Sales: Setup appointments, telemarketer, cold calling for a telecommunication company selling wireless communications to small and large businesses.

Established new business, and maintained current customers, thus, provides a high level of customer service and satisfaction.

RCN Telecommunications New York, N.Y. Jun 2002 - Oct 2002

Accounts Manager:

Responsibilities:

At the time I was doing field work.

I papered buildings, set up lobby events, set up appointments, telemarketing, and cold calling for a telecommunications company selling phone, cable, and internet.

Met with leasing agents in buildings to be able to get move in leads and close the sale.

Another job function was knocking door to door.

At the time I was at 93% of quota.

Additional Experience:

Verizon New York, NY 10038 Jan 1971 – Jan 2002

Customer Service Representative Supervisor

Central Office Technician

Customer Service Representative

Frame Technician

Field Technician

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