Customer Service Specialist with 15+ Years Experience

Serena Martinez

Glendale, AZ 480-***-**** *****************@*****.***

Professional Summary

Results-driven Customer Service Representative with experience handling high-volume inbound calls in fast-paced remote environments. Skilled in resolving customer concerns efficiently while consistently meeting and exceeding key performance metrics, including CSAT, AHT, hold time, and QA standards. Proven ability to multitask across multiple systems, de-escalate challenging situations, and deliver excellent customer experiences.

Core Skills

Customer Service • High-Volume Call Handling • Account Management • Payment Processing • Technical Troubleshooting • Escalation Resolution • CRM & Ticketing Systems • Remote Support • Multitasking • Performance Metrics (CSAT, AHT, QA, Hold Time) Systems & Tools

Five9 • Zendesk • Siebel CRM • Okta • Microsoft Office • Microsoft Teams • Google Workspace Professional Experience

Customer Service Representative Progressive Leasing (Oct 2025 – Mar 13, 2026)

• Handled high-volume inbound calls while maintaining strong performance in CSAT, AHT, hold time, and QA metrics.

• Resolved billing and application issues quickly to improve customer satisfaction.

• Assisted with lease applications and checkout troubleshooting.

• De-escalated customer concerns and provided first-call resolutions. Customer Service Representative Consumer Cellular (Apr 2024 – Jul 2025)

• Managed high call volumes while meeting performance goals.

• Troubleshot mobile device and service issues.

• Processed payments and maintained accurate account info.

• Supported inbound sales and product guidance.

Customer Care Representative IntouchCX – Hyundai Customer Care

• Managed vehicle accounts and warranty information.

• Scheduled service appointments.

• Created service tickets and resolved technical issues.

• Supported account access and security issues.

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