Ricky J Martinez

*** ***** *** *** * Columbus, OH 43219 614-***-**** adzpbm@r.postjobfree.com

Objective/Professional Profile

I’m an expert customer service professional with exceptional communication skills and the ability to handle a wide range of inbound customer calls. Great problem solving and de-escalation skills with the ability to multi task and handle many different issues at once. Seeking a great company where there is room and opportunity for growth.

Experience

01/03/2022- Current

Customer Service Rep Employee Service Rep Insight Global- Chipotle

In this position I managed answering calls and responding to cases via our case management system (ServiceNow). Maintained data integrity by validating customer’s identity. Assisted in educating and training employees about Workday functionality, including time entry, time-off requests and the termination process. Provided an excellent customer experience by initiating effective communication and utilizing strong problem-solving skills to focus on the solution. Updated and utilize various types of resources for internal and external training. Provided peer to peer feedback to maintain consistency within our internal and external channels of communication. Conducted the values and vision of Chipotle while maintaining a professional and empathetic demeanor. Strategized and improvised day-to-day procedures to strengthen efficiencies. Collaborated in projects Support and enforce policies established by the Newport office.

03/2020 – 09/2021

Customer Service Rep Claims Rep Sedgwick Claims Management

In this position I took inbound calls and assisted customers with Disability, and FMLA claims management, including ensuring all paperwork is on file for Claims Examiners to review per determination, assisted with completing initial contact; a process where we verify information taken during intake to ensure efficiency in claims processing and reviewing claim to ensure nothing else is needed per examiners request. As a claims rep I also filed claims for Disability, FMLA, Workers Compensation, and Liability to name a few.

01/2019 – 09/2019

Customer Service Rep Reservationist First Transit/Cota

In this position I took inbound customer calls and assisted clients with planning and setting up their daily transportation.

10/2017 – 11/2018

Customer Service/Sales Insurance Agent Safe Auto Insurance Company

In this role I took inbound calls and assisted customers by providing accurate auto insurance quotes as well as detailed information about available coverages. Sold policies and assisted with all policy related issues including policy changes, additions, and payments.

10/2016– 06/2017

Customer Service Specialist Columbus Metropolitan Library

In this role I was a part of the libraries head customer service department. I assisted with any and all questions anyone may have entering the library. Also assisted with library card sign up, locating specific books, library material reservations, library card fines and book returns. Our department also governed the computer lab.; assisted with resume help job searches and anything computer and internet related.

03/2015 – 06/2016

Customer Service Crew trainer Mcdonalds

In this role I taught and trained new and existing employees various company policies and procedures. Also provided coaching when necessary. Worked register and drive through areas when needed.

03/2013 – 02/2015

Customer Service Rep Tier 2 Jcpenney Logistics

In this role I assisted tier 1 customer service reps with escalated callers. Helped to provide reasonable solutions to satisfy the customer. Also answered inbound calls and assisted customer with a wide range of customer inquiries. Assisted customers with placing and tracking their orders and sometimes providing credits for orders not received.

03/2015 – 06/2016

Customer Service Crew trainer Mcdonalds

In this role I taught and trained new and existing employees various company policies and procedures. Also provided coaching when necessary. Worked register and drive through areas when needed.

01-2012 – 09-2014

Home health aide At Home Care

Assisted clients in the home with activities of daily living. Help clients cook clean and keep up with their personal hygiene.

Education

Independence High School, Columbus, Ohio

Was on Honor Roll My senior year. Also received Vocalist of the year award for Choir.

References

Donna Brown 614-***-****

Kitara Marshall 614-***-****

Karl Norris Jr 216-***-****