Customer Service Representative
Resume:
JANETTE MARTINEZ
Tampa, FL *****
***********@*****.***
Professional Summary
Accommodating Customer Support Specialist with 20+ years of experience with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Willing to relocate to: Tampa, FL
Authorized to work in the US for any employer
Work Experience
CSR - Customer Service Representative/ Dual Tier-1 MAXIMUS FEDERAL-Riverview, FL
August 2019 to Present
Demonstrate excellent communication, negotiation, and decision-making skills, while staying engaged with our customers. Handled between 250-300 calls per day. Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Updated customer accounts, addresses and contact information within call management databases. Used available resources to provide efficient and accurate solutions for customer service requests. Asked probing questions to determine service needs and accurately input information into electronic systems.
Maintained strong call control and quickly worked through scripts to address problems. Customer Service - Fraud Department
EPIQ/ADDECCO-Tampa, FL
January 2019 to July 2022
Determined existing fraud trends by analyzing accounts and transaction patterns. Conducted reviews of flagged transactions and reports that showed potential suspicious activity. Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
Tracked chargeback activity to identify best practices for determining fraud. Used multiple data sources to derive end-to-end fraud performance metrics. Communicated with customers and company personnel, utilizing active listening and interpersonal skills. Prepared, documented and assembled evidence for potential prosecution and civil litigation. Front Desk /Supervisor /Auditor
THE WESTIN TAMPA-Tampa, FL
May 2019 to September 2021
Managed guest check-in and check-out procedures, reservations and payments. Corrected guest issues promptly with knowledgeable and friendly service. Worked with room service, housekeeping, maintenance and security to meet all guest needs. Handled payment processing and provided customers with receipts and proper bills and change. Maintained important files, running reports and delivering updates on occupancy and revenue, and balanced hotel accounts at end of each shift.
Managed customer complaints and rectified issues to complete satisfaction. Customer Service Representative /Quality Analyst
IPD AGENCY / CARMAX-Tampa, FL
February 2017 to July 2019
Provide exceptional customer service by guiding customers every step of the way, from sale or facilitating the appraisal to test drives and arranging financing applications. Conduct vehicle condition assessments by collecting, recording, and communicating information to Buyers that will be used to perform customer appraisals. Perform various administrative duties, including, but not limited to: printing daily reports, maintaining transaction paperwork, contacting finance companies regarding Customer contracts, obtaining requirement information regarding registration and/or titling, auditing completed paperwork, cash/ payment management.
Create service appointments and review repair order invoices for retail service work performed; ensure accuracy of documentation for billing.
Identified quality trends to investigate system flaws, process inefficiencies and training needs. Customer Service Representative
HUMANA-Lowell, MA
September 2008 to March 2015
Addresses customer needs which may include complex benefit questions, resolving issues, and educating members.
Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it.
Escalates unresolved and pending customer grievances. Remained calm and professional in stressful circumstances and effectively diffused tense situations. Education
BANKING AND FINANCIAL SUPPORT SERVICES
The Grow Group - Tampa, FL
HIGH SCHOOL DIPLOMA
Greater Lowell Technical High School - Tyngsboro, MA Skills
• Customer service
• Cleaning
• Maintenance
• Negotiation
• Databases
• Front desk
• Cash handling
• Litigation
• Communication skills
• Spanish:
• Financial auditing
• Customer support
• Native/ Bilingual
• Warehouse experience
• Distribution center
• Microsoft Excel
• Accounts receivable
• Accounting
Certifications and Licenses
Driver's License
Janette Martinez
May 2012 to May 2035
MCP
MCSE
MCITP
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