Summary
Overview
Work History
Education
Skills
read books, listen to music and watch movies
Languages
Timeline
Generic
LUIS FERNEY MARTINEZ

LUIS FERNEY MARTINEZ

BARRANQUILLA

Summary

I am a extremely motivated and responsible person, hard worker and really passionate, fulfilled with my job and fairly punctual, Committed and constantly improving my skills. Especially team worker and always optimistic to find out solutions to any problems, confident in my ability to help people with respect.

Overview

9
9
years of professional experience

Work History

Contact Center Agent

Sutherland
11.2022 - 11.2023
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Assisted customers by answering questions and responding to inquiries.
  • Handles incoming or outgoing customer calls for an organization.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Follow various communication scripts when speaking to a caller.
  • Responded to customer calls and emails to answer questions about products and services.
  • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
  • Identify customer needs, answer questions and solve problems with their mobile phone plans.
  • Up-sell products and services when possible
  • Build sustainable customer relationships, organize all conversation records.
  • Build product knowledge and improve performance and hit goals.
  • Maintained and managed customer files and databases.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.

Costumer Service Agent

Claro
03.2022 - 10.2022
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
  • Addressed customer account discrepancies and concerns.
  • Communicated with clients regarding account services, statements, and balances.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Contacted customers to return routine and general calls promptly.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.

Restaurant Waiter

AX Palace Malta
08.2021 - 12.2021
  • Answered customers' questions, recommended items, and recorded order information.
  • Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
  • Cultivated warm relationships with regular customers.
  • Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Remained calm and poised when dealing with difficult customers or during busy shifts.
  • Collaborated with kitchen staff to facilitate prompt and accurate food preparation.
  • Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
  • Maintained customer satisfaction by clarifying questions about orders and specialty items.
  • Used cash registers and credit card machines to cash out customers.
  • Kept server areas clean and stocked to increase efficiency while working tables.
  • Informed customers about daily and seasonal specials.
  • Folded napkins and prepared silverware sets to provide adequate supply for host station.
  • Greeted new customers, discussed specials, and took drink orders.
  • Followed health and safety regulations relevant to hospitality industry to minimize accidents, incidents and liability to restaurant.
  • Processed orders and sent to kitchen employees for preparation.
  • Inspected dishes and utensils for cleanliness.

Project Assistant - Remote

PERFILES Y SOLUCIONES LOGISTICS
05.2020 - 06.2021
  • Completed multiple tasks simultaneously to optimize project completion.
  • Performed work according to project schedules and established quality standards.
  • Created and updated records and files to maintain document compliance.
  • Tracked and recorded open and closed orders and change requests to prevent errors, keeping all team members aligned with current demands.
  • Tackled array of tasks under watchful eye of project manager.
  • Sorted, opened, and routed mail and deliveries to meet business requirements.
  • Identified communication channels to set roadmap to distribute information.
  • Track the sent loads until they reach their destination, and call the drivers if they do not receive feedback within the defined time.
  • Handled administrative duties, filing, and errands.
  • Offered technical support and troubleshot issues to enhance office productivity.
  • Conducted research to assist with routine tasks and special projects.
  • Monitored project progress, identified risks and took corrective action as needed.

Executive Agent

GESCON S.A.S
02.2019 - 03.2020
  • Negotiated and closed profitable sales contracts with new and existing customers to increase loyalty and retention.
  • Developed and presented valuable sales presentations to potential customers to highlight features and benefits of products such as diploma courses, certified courses and courses required by the health agency.
  • Researched sales opportunities and possible leads to exceed sales goals and increase profits.
  • Developed sales strategy based on research of consumer buying trends and market conditions.
  • Established and maintained positive relationships with vendors to determine product availability and quality.
  • Utilized internal lead referral tools to solicit new business opportunities and contacts.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Managed efficient cash register operations.
  • Prioritized helping customers over completing other routine tasks in store.
  • Recommended complementary purchases to customers, increasing revenue.

Paramedic in Emergency Responses

Altos De San Vicente Clinic
04.2015 - 12.2018
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Passionate about learning and committed to continual improvement.
  • Attend traffic accidents, provide first aid to the injury and take them to the clinic or any closer hospital, administering medication if required, oxygen and open a line intravenous for medical needs.
  • Within the clinic, care for patients in the area of intensive care and hospitalization.
  • Organized and detail-oriented with a strong work ethic.
  • Transport psychiatric patients to their different examinations and procedures and take care of them so that no injuries were caused.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Worked flexible hours across night, weekend and holiday shifts.

Education

High School Diploma -

UNIVERSIDAD DEL NORTE
BARRANQUILLA
06.2019

High School Diploma -

Centro Inca
Barranquilla
03.2017

High School Diploma -

SENA
BARRANQUILLA
05.2013

Skills

  • Answering Questions
  • Problem-Solving Skills
  • Call Center Operations
  • Time Management
  • Decision Making
  • Computer Literacy
  • Industry Knowledge
  • Live Chat Support
  • Positive Attitude
  • Language Proficiency
  • Effective Communication
  • Multitasking

read books, listen to music and watch movies

The moments when I am looking for peace and tranquility, I dedicate myself to reading a good psychological thriller to delve into a story that captivates me and makes me exercise my brain while I enjoy the smell and sensation of touching the pages of a physical book.
To de-stress and completely relax, I spend a lot of time listening to music that motivates me to accomplish whatever task I have ahead of me.
Going to the movies is one of my favorite things to do when taking advantage of some free time.

Languages

Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)

Timeline

Contact Center Agent

Sutherland
11.2022 - 11.2023

Costumer Service Agent

Claro
03.2022 - 10.2022

Restaurant Waiter

AX Palace Malta
08.2021 - 12.2021

Project Assistant - Remote

PERFILES Y SOLUCIONES LOGISTICS
05.2020 - 06.2021

Executive Agent

GESCON S.A.S
02.2019 - 03.2020

Paramedic in Emergency Responses

Altos De San Vicente Clinic
04.2015 - 12.2018

High School Diploma -

UNIVERSIDAD DEL NORTE

High School Diploma -

Centro Inca

High School Diploma -

SENA

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LUIS FERNEY MARTINEZ