Oscar Martinez Pena
Customer Service
Hacienda Santa Fe
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. 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. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
6043
6043
years of post-secondary education
3
3
Languages
Work History
Sales Agent
Teleperformance
09.2024 - 03.2025
- Assisted call-in customers with questions and orders.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Enhanced product knowledge through continuous training and professional development opportunities.
- Achieved top performer status within the company due to consistent high sales numbers.
- Developed strong relationships with clients through excellent customer service and regular followups.
- Delivered engaging sales presentations tailored specifically towards individual client needs, demonstrating a deep understanding of their business and industry.
Customer Service Representative
west corp
08.2015 - 06.2016
- Calculated total cost for rental including taxes, fees, and other charges.
- Assisted customers in selecting appropriate vehicle based on their individual needs.
- Maintained knowledge of current promotions and discounts offered by the company.
- Processed payments using cash or credit cards in accordance with company policies.
- Resolved customer complaints in a professional manner while adhering to company guidelines.
- Ensured proper maintenance of rental fleet by scheduling regular service appointments as needed.
- Solicited feedback from customers about their experience with the company in order to identify areas for improvement.
- Followed up with customers regarding any additional charges that may be incurred during the course of their rental agreement.
- Prepared end-of-day reports detailing all transactions completed during shift.
- Greeted customers and provided excellent customer service.
- Updated computerized records regarding mileage, fuel usage, repairs and maintenance performed on vehicles.
- Responded promptly to emergency calls from customers who experienced mechanical problems while on the road.
- Provided detailed explanation of rental policies and procedures to customers.
- Welcomed customers, offered assistance and answered questions by providing rates, terms and conditions of rental.
Technical Support Representative
teletech
05.2013 - 08.2014
- Ensured compliance with company policies and procedures regarding technical support operations.
- Recommended upgrades or additional features that could enhance user experience.
- Documented all activities related to technical support including processes, updates, changes made.
- Assisted customers with installation of new hardware and software applications.
- Performed regular maintenance checks on customers' systems.
- Collaborated with other departments such as sales, marketing, and engineering, as required.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Monitored customer feedback to ensure high levels of satisfaction.
- Created reports on customer complaints and feedback for management review.
- Troubleshot customer inquiries related to software and hardware issues.
- Provided technical assistance to customers through phone, email and chat support.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Served as first point of contact for incoming technical service calls and emails.
- Supported customers with online billing, access and account issues.
- Guided customers through step-by-step solutions in a clear and concise manner.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Used remote login tools to assist clients with technical and product questions.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
Education
Certified Welder - Welding
Barton Community College
Technical degree - Autobody Repair
Lake Land College
High School Diploma -
Clinton High School
Skills
Inbound and Outbound Calling
Call Management
Product Knowledge
Account updating
Data Entry
Report Generation
Caller Assistance
Payment Collection
[Language] translation
Service Recommendations
Document Translation
Sales Promotion
Customer Support
Records Review
Refund Processing
Database Research
Database Maintenance
Call Center Operations
Payment Processing
Problem-Solving
Account Management
Strong interpersonal skills
Education and Training
other,other,other
Languages
6,C2
Timeline
Sales Agent
Teleperformance
09.2024 - 03.2025
Customer Service Representative
west corp
08.2015 - 06.2016
Technical Support Representative
teletech
05.2013 - 08.2014
Certified Welder - Welding
Barton Community College
Technical degree - Autobody Repair
Lake Land College
High School Diploma -
Clinton High School
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