Stephanie Martinez
Valencia,CA
Summary
Dynamic customer service leader with extensive experience at Southern California Gas Company, excelling in complaint resolution and team training. Proven ability to enhance customer satisfaction through effective problem-solving and attention to detail. Recognized for consistently exceeding performance goals while fostering a collaborative team environment.
Overview
26
26
years of professional experience
Work History
Lead Customer Service Representative
Southern California Gas Company
07.2022 - Current
- Managed a team of 9 customer service representatives and cashiers, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person to address complaints.
- Reviewed associate performance to identify training needs.
- Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
Customer Contact Representative
Southern California Gas Company
09.2016 - 07.2022
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Provided exceptional service to customers, resulting in positive feedback.
- Supported colleagues by sharing product knowledge and best practices, contributing to a cohesive team environment.
- Consistently met or exceeded performance goals for quality, resolution time, and overall customer satisfaction.
- Adapted quickly to changes in company policy or procedures while maintaining composure under pressure.
- Developed rapport with clients through active listening and empathetic responses, fostering trust and loyalty.
- Maintained up-to-date knowledge of company policies and procedures to provide accurate information to customers.
Cashier
Southern California Gas Company
07.2014 - 09.2016
- Greeted customers entering office and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, and check transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
Customer Service Representative
Southern California Gas Company
02.2013 - 07.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Southern California Edison
03.2007 - 01.2012
- Resolved customer complaints with empathy.
- Responded to customer requests for services, and company information.
- Developed strong job knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from customers.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, and handling ordering functions.
Assistant Manager
McDonald's Restaurant
08.2001 - 03.2007
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Scheduled staff shifts to ensure proper coverage during peak hours without exceeding labor budgets.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
Cashier
McDonald's Restaurant
08.1999 - 08.2001
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash and credit card transactions with excellent accuracy levels.
- Restocked and organized merchandise in front lanes.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Handled cash with high accuracy and took care to check bills for fraud.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- Worked with floor team and managers to meet wide range of customer needs.
Education
High School Diploma -
Warren High School
Downey, CA06.2001
Skills
- Complaint handling
- Team member training
- Work prioritization
- Call management
- Call center experience
- Willingness to lead
- MS office applications
- Appointment scheduling
- Fast learner
- Customer service
- Problem-solving
- Multitasking and organization
- Positive and friendly
- Team training and leadership
- Calm and professional under pressure
- Teamwork and collaboration
- Understanding customer needs
- Professional telephone demeanor
- Computer skills
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Lead Customer Service Representative
Southern California Gas Company
07.2022 - Current
Customer Contact Representative
Southern California Gas Company
09.2016 - 07.2022
Cashier
Southern California Gas Company
07.2014 - 09.2016
Customer Service Representative
Southern California Gas Company
02.2013 - 07.2014
Customer Service Representative
Southern California Edison
03.2007 - 01.2012
Assistant Manager
McDonald's Restaurant
08.2001 - 03.2007
Cashier
McDonald's Restaurant
08.1999 - 08.2001
High School Diploma -
Warren High School
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