Martha Ivonne Gonzalez Martinez

• Company Overview: First job for directv, worked here doing cancellation of service, took payments, sales of the service of hbo, star, cinemax, had as well collection calls when customer had past due bills
• I was taking about 10 calls or more per hour
• Great experience as my first call center, speaking with customer's and helping them was something i really loved
• First job for directv, worked here doing cancellation of service, took payments, sales of the service of hbo, star, cinemax, had as well collection calls when customer had past due bills
• I was taking about 10 calls or more per hour
• Great experience as my first call center, speaking with customer's and helping them was something i really loved

• Company Overview: I worked for the doordash campaign for two years, I here made calls, answered emails and chats all at the same time, since we were guiding lost dashers or the customer's address was too difficult to find
• Its a food service delivery app, My job here were too many but pretty much loved it, I placed orders through the tools of calling directly to the
• I worked for the doordash campaign for two years, I here made calls, answered emails and chats all at the same time, since we were guiding lost dashers or the customer's address was too difficult to find
• Its a food service delivery app, My job here were too many but pretty much loved it, I placed orders through the tools of calling directly to the

• Company Overview: I started in the loyalty department, here I made sales of internet service, cable and cell phone service
• We performed customer retention calls came when the customer wanted to cancel their services
• Sales were more for cell phones and upgrades were made
• I was in this department for a year
• After I switched to credit And Collections here it was pure collection and very rarely did we have clarification of receipts
• I had at least 15 calls per hour
• The invoice collection was very fast and the calls were direct to collect
• My job here at credit and collections was really simple and fast we were under metrics and I can say I had really good metrics
• I started in the loyalty department, here I made sales of internet service, cable and cell phone service
• We performed customer retention calls came when the customer wanted to cancel their services
• Sales were more for cell phones and upgrades were made
• I was in this department for a year
• After I switched to credit And Collections here it was pure collection and very rarely did we have clarification of receipts
• I had at least 15 calls per hour
• The invoice collection was very fast and the calls were direct to collect
• My job here at credit and collections was really simple and fast we were under metrics and I can say I had really good metrics

Developed and implemented processed to streamline customer onboarding and policy renewal.

Educated clients on insurance polices and coverage options, resulting in a 75% increase in policy renewals for appliances.

Created and schedule tech visits for all appliances.

As well was in charge of tickets and reviewed the coverage of the insurance, provided the option to upgrade or renew there insurances.

• Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
• Contributed to team meetings with valuable input, fostering a collaborative work environment.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
• Proactively identified potential issues or trends affecting customer satisfaction, reporting findings to management.
• Maintained high-quality service standards, ensuring positive customer feedback.
• Collaborated with team members to achieve monthly targets and improve overall performance.
• Reviewed customer feedback regularly, using insights to further enhance service delivery methods.