Osvaldo Garcia Martinez --

Bristol West insurance agent

WNS

Apr 2025 - Current (1 year 3 months)

As a Bristol West Insurance Agent, I provided exceptional customer care by managing personal and commercial policy updates, including quotations, cancellations, and adjustments to coverage. I ensured accurate information updates, facilitated payments, resolved billing and coverage issues, and assisted clients with claims. Additionally, I utilized my knowledge of CRM tools to enhance customer interactions and streamline processes. I also contributed to forms development for our internal teams, which helped capture essential customer insights and track key performance indicators (KPIs) within our CRM systems, ultimately improving our service delivery and operational efficiency.

Chase Credit Journey Customer service specialist

Experian

Nov 2020 - Apr 2025 (4 years 6 months)

As a Chase Credit Journey Customer Service Specialist, I was responsible for ensuring effective communication regarding various issues related to credit scores, account enrollment, and providing clear explanations of credit reports, scores, and personal identifiable information (PII) found in dark web alerts. I focused on client onboarding to enhance customer success and improve the overall experience for U.S. customers. Additionally, I monitored key performance indicators (KPIs) to assess service effectiveness. I also utilized CRM tools to manage customer interactions and streamline processes, ensuring that every lead was handled efficiently and effectively, which contributed to a seamless customer experience.

Dispute Resolution Junior

Equifax

May 2019 - Oct 2020 (1 year 6 months)

As a Dispute Resolution Junior, I was responsible for filing disputes on credit report files and editing reports during the dispute process, ensuring compliance with FCRA guidelines by submitting necessary information and supporting documents. I utilized CRM tools daily to log customer interactions, which streamlined our communication and enhanced the efficiency of the dispute resolution process. Additionally, I focused on customer success by providing guidance to paying customers, helping them understand and improve their credit scores and reports, thereby fostering a supportive environment that contributed to their overall financial well-being.

AWS TCSA L3

Amazon Web Services AWS

Sep 2016 - Oct 2018 (2 years 2 months)

As an AWS TCSA L3, I provided technical support on billing and the cost portal, offering basic configuration instructions to ensure customers and business partners achieved cost-effective solutions in the cloud. My responsibilities included budgeting and monitoring services and systems to optimize resource allocation. Additionally, I leveraged my knowledge of HTML to assist customers with web-related inquiries, enhancing their overall experience. I utilized CRM tools daily to log customer interactions, which facilitated effective account management and contributed to customer retention and success. Furthermore, I supported client onboarding processes, ensuring new clients were seamlessly integrated into our services, thereby fostering long-

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Campaign Operator

Accenture Costa Rica

Jan 2011 - Aug 2016 (5 years 8 months)

As a Campaign Operator, I supported the execution of marketing campaigns using a marketing automation platform, ensuring accuracy and timely delivery. I built, tested, and launched campaigns in accordance with established processes and guidelines, while collaborating with team members to review campaign requirements and meet deadlines. Additionally, I managed account-related tasks, handling every lead and customer ad account, which enhanced my understanding of client needs and contributed to the overall success of our advertising efforts. This experience allowed me to integrate account management principles into campaign strategies, ensuring a more cohesive approach to achieving marketing objectives.

Osvaldo Garcia Martinez

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