Rafael Martinez
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
3
3
years of professional experience
Work History
Customer Service Representative and SME
Everise
, AZ
10.2023 - 04.2024
- As an agent I communicated with customers through inbound calls, I also helped them understand any concerns they had with their bills or services, as well as explained to them how their medical plan worked (Medicare or medicald plan). As an SME I was in charge of helping the supervisor with some of the tasks such as evaluating calls and I was in charge of providing any kind of help to the agents when required.
QA Representative
Support Services Group
Santiago
02.2022 - 02.2023
- My role as QA was to evaluate the behaviors of each of the assigned agents, monitoring if each of them me the quality standards of Hulu, Disney and ESPN. Guiding and orienting each of the agents in the areas in which they failed and always emphasizing what they did well in the same way.
Customer Service and QA
Data Vimenca
Santiago
06.2021 - 06.2021
- As a QA I was analyzing every aspect of agent quality within the company and made sure everything was up to standard. As an agent I communicated with customers through live chat and calls, I also helped them understand any concerns they had with their bills or services, as well as selling and recommending company products.
Education
High School Diploma -
Instituto Politécnico Industrial De Santiago
06-2021
Skills
- Teamwork
- Customer Service
- Office Microsoft (PowerPoint, Word and Excel)
- Sales
- English
- Spanish
- Inbound and Outbound Calling
- Multi-Task Management
Timeline
Customer Service Representative and SME
Everise
10.2023 - 04.2024
QA Representative
Support Services Group
02.2022 - 02.2023
Customer Service and QA
Data Vimenca
06.2021 - 06.2021
High School Diploma -
Instituto Politécnico Industrial De Santiago
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