Ana Martinez Sanchez
Idaho Falls,ID
Summary
Dynamic Senior Customer Service Representative with proven success at Saia LTL Freight, excelling in complaint resolution and customer retention strategies. Recognized for enhancing client satisfaction through effective communication and training, while consistently exceeding performance targets. Skilled in CRM software and adept at maintaining professionalism under pressure, fostering long-term customer relationships. Diligent Customer Service Representative with proven ability to handle complex customer inquiries and resolve issues efficiently. Known for delivering high-quality service and fostering customer loyalty through personalized support. Demonstrated expertise in team collaboration and effective communication. Enthusiastic Senior Customer Service Representative with more than 10 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
17
17
years of professional experience
Work History
Senior Customer Service Representative
Saia LTL Freight
06.2016 - Current
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Spanish calls /emails/Chats
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Mentored junior team members, contributing to their professional development and overall team success.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Processed, scheduled and executed customer orders for new and established customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Escalated issues to proper supervisors when standard processes were not effective.
- Reduced call wait times by implementing effective time management techniques within the team.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided backup support for organizational leadership.
- Cross-trained and backed up other customer service managers.
Sales Associate
Macy's
11.2014 - 05.2015
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Customer Service Representative
Teleperformance
01.2012 - 04.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Active Duty Soldier
US Army
08.2008 - 11.2011
- Contributed to successful military exercises through effective coordination and task delegation among team members.
- Mentored junior soldiers in career progression strategies, enhancing their professional growth opportunities within the military structure.
- Developed strong leadership skills by supervising subordinates in daily tasks and long-term objectives.
- Secured and protected military property, assets, and personnel.
Education
High School Diploma -
San Luis High School
Los Banos, CA05-2006
Skills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
- Call control
- Staff training
- Order fulfillment
- Documentation review
- Call center experience
- Shipping and logistics
- CRM software
- De-escalation techniques
- Live chat support
- Call auditing
- Representative training
- Floor supervision
- Team monitoring
- Customer service
- Problem resolution
- Calm under pressure
- Understanding customer needs
- Teamwork and collaboration
- Computer skills
- Customer data confidentiality
- Calm and professional under pressure
- Microsoft office
- Inbound call management
- Remote office availability
- Employee coaching
- MS office
- Professional telephone demeanor
- Call documentation
- Call center operations
- Data entry
- Policies and procedures adherence
- Call metrics
- 75 wpm typing speed
- Customer retention strategies
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Senior Customer Service Representative
Saia LTL Freight
06.2016 - Current
Sales Associate
Macy's
11.2014 - 05.2015
Customer Service Representative
Teleperformance
01.2012 - 04.2014
Active Duty Soldier
US Army
08.2008 - 11.2011
High School Diploma -
San Luis High School
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