MONICA M MARTINEZ6725 Dunn Way

Indianapolis, IN 46241(317) 427-8649

monica_mtz06@yahoo.com

Summary of QualificationsI have experience as a customer service and technical service representative, along with managerial titles and duties in a call center environment, data entry clerk, general office clerk, hostess, and commercial utility. I am advanced in computer technology and CPR certified.

Work History

VDP Home Health Care, LA FERIA, Texas Data Entry Clerk (1999-2004)

Data entry work and general clerical. Wrote necessary memos for owner, performed inventory on supplies, and completed front desk duties. (Answer phones, review time sheets before accepting from providers etc.)

Teleperformance Int. EDINBURG, Texas Customer Service Representative III/Floor Manager (2006-2009)

Answered phone calls associated with technical and quality problems, the objective was to resolve all phone calls in a timely, yet professional manner.

Phone calls came from unsatisfied customers throughout the United States and some foreign regions, resulting in easing customers’ bad experiences and keeping customer with the company.

After 8 months I was hand selected by Sales Manager, Zuni Gonzalez, to become an adjustment auditor, later becoming Adjustment and within 8 months I filled the position Fraud Manager/Sales/Adjustment manager, my responsibilities were:

Training every member of the call center (including payroll staff) on some product changes and updates

Creating a variety of forms, letters, reports and memos.

Organizing and maintaining office files and records.

Fine comb through all credits and adjustment given in the call center to ensure fraudulent activity was not present.

EchoStar Communications, HARLINGEN, TexasCustomer Service Representative III /Floor Supervisor (2009-2012)

Being on the Loyalty Team, my duties were to de-escalate all irate customers wanting to terminate their accounts by resolving, if not satisfying, customers’ problems and or concerns in a single interaction. Keeping retention numbers low was our main goal. After being on the team for a year, I was then promoted to become a PM Floor Supervisor.

Amazon.com, INDIANAPOLIS, IndianaWarehouse Associate (2015-2016)

Knowledge of the methods and procedures used in receiving, sorting, and distributing products within the warehouse. Ability to utilize personal computer systems, software, and applications to complete various work tasks including sending e-mails, maintaining warehouse records, etc.

Education

Mercedes High School, Mercedes, Texas High School Diploma

Computer SkillsTyping Speed 70 Words per Minute

Data Entry Terminal (PDT, Mainframe Terminal, etc) Email Software (Outlook, Thunderbird, etc) Internet Browser (Internet Explorer, Firefox, etc) Peripheral Devices (Scanners, Printers, etc) Personal Computers (Desktop, Laptop, Projector) Dentrix Microsoft Office (Word, Excel, PowerPoint)

Driver's LicenseClass C - Standard Driver's License