Andrea Rosa Martinez
Monterrey
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
20
20
years of professional experience
Work History
American Clothing
My Own Work
01.2023 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Customer Service Representative
ResultsCX
07.2025 - 08.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assisted healthcare providers in navigating complex insurance requirements related to specialty care services.
- Strengthened customer loyalty by providing excellent service during interactions with both internal teams and external partners such as insurance carriers or other healthcare organizations.
Hotel Front Desk Clerk
La Quinta
10.2022 - 09.2023
- Confirmed relevant guest information and payment methods to prevent fraud.
- Handled financial transactions accurately, ensuring proper billing and payment processing.
- Collaborated with housekeeping to maintain room readiness, enhancing guest comfort.
- Managed a high volume of calls, directing guests to appropriate departments and services.
- Streamlined reservations process for improved accuracy and guest experience.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
Customer Service Representative
Teleperformance
01.2017 - 10.2020
- 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.
- Responded to customer requests for products, services, and company information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
Western Union
12.2016 - 01.2018
- Worked flexible hours across night, weekend, and holiday shifts.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Provided expert guidance on currency exchange rates, fees, and transfer options to maximize value for clients'' international transactions.
Maestra De Ingles
Global Interactive Center
12.2015 - 08.2016
- Grupo de niños hasta primaria
- 2 anos de experiencia en ensenar ingles de manera particular en casa
Floor Agent
KOHL's (Teleperformance)
07.2013 - 05.2014
- Assisted in achieving store sales goals through attentive customer engagement and effective product knowledge.
- Gathered valuable customer feedback through informal conversations, aiding continuous improvement of products and services offered instore.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
Manager
McDonald's
08.2021 - 09.2024
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Accomplished multiple tasks within established timeframes.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Cashier Team Lead
Walmart
06.2011 - 05.2013
- Communicated with customers and team members to solve problems.
- Processed both cash and card purchases and returns.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Performed cash, card, and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Handled cash with high accuracy and took care to check bills for fraud.
- Processed refunds and exchanges in accordance with company policy.
- Used POS system to enter orders, process payments and issue receipts.
- Worked with floor team and managers to meet wide range of customer needs.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
Manager
McDonalds
01.2006 - 09.2011
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained professional, organized, and safe environment for employees and patrons.
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Improved safety procedures to create safe working conditions for workers.
Education
No Degree -
Westside Elementary
ClaremoreNo Degree -
Will Rogers Jr. High School
ClaremoreHigh School Diploma -
Claremore High School
ClaremoreNo Degree - Law
RSU
Claremore01-2023
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Payment processing
- Client relations
- Call center operations
- Call management
- Inbound phone calls
- Communicating with clients
- Call control
- Answering questions
- Complaint resolution
- Appointment scheduling
- Quality control
- Logging call information
- Training experience
Idioma
English
Bilingual or Proficient (C2)
Spanish
Advanced (C1)
Timeline
Customer Service Representative
ResultsCX
07.2025 - 08.2025
American Clothing
My Own Work
01.2023 - Current
Hotel Front Desk Clerk
La Quinta
10.2022 - 09.2023
Manager
McDonald's
08.2021 - 09.2024
Customer Service Representative
Teleperformance
01.2017 - 10.2020
Customer Service Representative
Western Union
12.2016 - 01.2018
Maestra De Ingles
Global Interactive Center
12.2015 - 08.2016
Floor Agent
KOHL's (Teleperformance)
07.2013 - 05.2014
Cashier Team Lead
Walmart
06.2011 - 05.2013
Manager
McDonalds
01.2006 - 09.2011
No Degree -
Westside Elementary
No Degree -
Will Rogers Jr. High School
High School Diploma -
Claremore High School
No Degree - Law
RSU
My hobbies are to read on about the law, learning new things on a daily basis is a personal goal.
On my free time I do enjoy reading and looking up new laws, I prefer reading on other country laws. I do have an interest on International law.
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