Amy Martinez: Customer Service Representative

• Inbound calls from US, Canada, Mexico, and Puerto Rico. • Gather customer information and determine their issues by evaluating and analyzing the symptoms of their product problem. • Accurately process and record call transactions using a computer and designated tracking software. • Follow up and make scheduled callbacks to customers where necessary. • Stay current with system information, changes and updates. • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. • Effectively communicated with and supported sales, marketing and administrative teams on a daily basis. • Answered product questions with up-to-date knowledge of sales and store promotions. • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. • Learned, referenced and applied product knowledge information. • Provided an elevated customer experience to generate a loyal clientèle.

• Trained and supervised new personnel • Responsible for meeting deadlines as well as keeping track of my teams daily production. • Generated daily and weekly reports for my supervisors. • Supported the company in maintaining a work environment focused on quality, communication, collaboration, integration and teamwork.

• Provided information about available products and services including membership details and purchase advantages. • Overcame objections using friendly, persuasive strategies. • Escalated concerns or problem calls to management staff. • Opened new accounts and documented personal, demographic and payment information in the system. • Delivered scripted sales talks to customers reached via manual and automatic dialing systems. • Skilled at client management software and computer dialing. • Completed all daily tasks and special assignments with an efficient and quality-driven approach.

• Answer any questions consumer might have about our services. • Performed initial client assessment and analysis to begin research process. • Responded to customer requests via telephone and email. • Verified data integrity and accuracy. • Researched and updated all required materials needed for firm and partners.

• Made accommodations and travel arrangements for visitors. • Reported maintenance problems to the appropriate personnel. • Verified accuracy of financial data. • Collected deposits, fees and payments. • Verified that personal and payment information on guest accounts was accurate and complete. • Delivered messages, mail and packages left for guests and hotel facilities in a timely manner.