Josue Martinez Customer Support Specialist

Customer Support Specialist II

Hatch

Apr 2024 - Current (2 years 5 months)

Delivered technical support for Hatch devices via, email, and live chat and SMS, ensuring a high level of professionalism and accuracy. Troubleshot complex connectivity and hardware issues, documenting all interactions in internal systems. Maintained thorough knowledge of product functionality to provide accurate solutions and guidance to users. Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally. Collaborated with cross-functional teams to address customer concerns and improve overall service quality.

Billing Specialist

Human Interest

Nov 2023 - Mar 2024 (5 months)

Reviewed and recorded client contracts with a strong focus on detail and accuracy. Determined client status by analyzing contract data and updating internal systems accordingly. Supported the billing team by identifying discrepancies and ensuring records were complete and up to date.

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Customer Support

PartnerHero – Submittable

Jul 2023 - Nov 2023 (5 months)

Provided customer support for the Minnesota 2021 Tax Rebate Program, answering inquiries and documenting responses clearly and accurately. Entered sensitive personal and financial data into CRM systems, maintaining a high standard of data security and accuracy. Ensured timely follow-ups and accurate record-keeping to support program compliance.

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Customer Support Specialist II

Partnehero

Jan 2023 - Jun 2023 (6 months)

Handled customer inquiries related to retirement plans, ensuring on-time responses and proper case documentation. Maintained detailed records of customer interactions and resolutions in compliance with company standards. Collaborated with internal teams to ensure accurate follow-up and customer satisfaction.

Team Leader

Teleperformance

Jan 2022 - Jan 2023 (1 year 1 month)

Set clear performance expectations for team members at VROOM and IHG, tracking progress toward goals and providing constructive feedback to drive continuous improvement. Conducted targeted coaching sessions and documented performance discussions, ensuring accurate records for accountability and development tracking. Mentored junior staff to strengthen leadership skills and support career development within the organization. Handled key administrative tasks, including compiling coaching documentation, generating performance reports, and maintaining accurate team records to support management decisions.

Customer Support Specialist

Teleperformance

Sep 2021 - Jan 2022 (5 months)

Delivered exceptional support for AT&T products and services by managing a high volume of inbound customer calls while consistently maintaining top-tier call quality and compliance with company procedures. Recognized as a CSAT Top Performer for October and November 2021, reflecting outstanding customer satisfaction and service excellence. Efficiently utilized CRM tools to log detailed case notes, track customer interactions, and quickly access account information to ensure fast and accurate issue resolution.

Customer Service Representative

StarTek

May 2020 - Jun 2021 (1 year 2 months)

Resolved technical issues and service complaints related to Comcast TV, Internet, and Mobile with empathy and efficiency, leading to improved customer satisfaction and loyalty. Handled high-pressure situations such as service outages or billing disputes while maintaining professionalism and de-escalating conflicts effectively. Enhanced the customer experience by quickly diagnosing problems, walking customers through troubleshooting steps, and providing accurate, up-to-date information on services and account details.

IT Technical Support Intern

Ceutec

Jan 2019 - Mar 2020 (1 year 3 months)

Provided exceptional customer service when responding to help desk requests, maintaining professionalism at all times. Contributed to the successful completion of IT projects by effectively managing tasks within deadlines. Monitored system performance to identify potential issues. Collaborated with colleagues to implement innovative solutions for recurring technical challenges.

Josue Martinez

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