Zenric Martinez

ZENRIC MARTINEZ Project Management/Customer Support/Administrative Assistant PROFILE EDUCATION Maintains a high level of professionalism, patience, and efficiency to minimize client dissatisfaction and increase client and customer loyalty. Collegio San Juan de Letran CONTACTCONTACT --ADDITIONAL SKILLS Administrative Support Employee Training Office Management Selling, Sales & Scheduling Savvy with modern technologies Exceptional ability to stay attentive even under pressure Focused on “great service beats fast service” directive Analytic thinking aimed at resolving’ issues in a proactive manner Tact when handling irate customers Self-presentation and positive attitude Exceptional organizational skills and adaptability Flexibility to work in an ever-changing environment Excellent follow-up and after-sales service skills 2007 - 2011 Bachelor of Science in Information Technology WORK EXPERIENCE E-Commerce VA Trainer 2021 – On Going (By Invitation) Focused on Social Media Marketing including content moderation, ads management and ads optimization. Setting up of social media Chatbot. English Elm - VA/Social Media Manager 2020 - 2022 Performed outbound calls to partner businesses to process shipments. Social Media Management, assess and run Facebook advertisements. Order Fulfillment, performed detailed analyzation of bills and interpretation. Processes payments, refunds, chargebacks. Email management, organization, and communication via FB messenger, Gmail and other platforms, also performed Outbound calls to provide faster resolution to customers. Follow trends through research and use of listening tools. Develop and implement social media initiatives, concepts, and campaigns. Monitor and engage with the social media community. Track page growth through the use of metrics and analytics, to be presented to clients through a clear and concise report. Integrity Advocate – VA/Project Manager 2018 - 2020 Manage daily statistic reports for presentations, PDF editing/merging account database information for billing. Held up meeting, PP presentations and collaborate with team managers. Appointment scheduling (Phone and Email), able to track and obtain accurate user account information for the company's assessments. Provide excellent customer service in a professional, courteous, accurate manner while recording a brief overview of communication. Administrative support and general office assistant data entry and management. Conducted internet research, create, and utilized strategic reports to meet performance expectations. Basic device troubleshooting devices such as iPhones, iPads, Android, Laptops and Desktops computers. Answers Inbound calls to assist, guide and educate customers with anything associated to the company's services. Email management, organization, and communication via Zendesk, Gmail and other platforms, also performed Outbound calls to provide faster resolution to customers. Go Catch – VA/Client Service Associate 2018 - 2018 Handled GPS navigation system to locate drivers and passengers. Provide excellent customer service in a professional, courteous, accurate manner while recording a brief overview of communication. In charge of billing (metered fare, regulated booking fee, toll, tip, surcharge, levy, job bonus, driver’s share, company's commission.) Held of orientations to explain the differences between estimated fare to actual fare to drivers and passengers. Update and maintain office policies and procedures by adding it to company's website also handled administrative requests and queries from senior managers and update them with additional information daily. Encourages selfsufficiency by assisting members in navigating company websites, cell phone applications and tools. Booking of travel arrangements for both passengers and drivers and schedule appointments by calling passengers and drivers to help them get to an agreement. Managed customer account information through company's databases. Provide general support to passengers and drivers daily including walkthrough for computer, tablet, and phone troubleshooting. Gentle Dental Center – Administrative Assistant 2018 - 2019 Ensure eligibility of patients daily, obtain dental records and accurate and complete breakdown of benefits for new and established patients daily by checking insurance provider's website or by calling insurance providers directly. Data entry and management, research, updates, and manages data via company's databases. Able to assess paid and unpaid claims from member’s insurance, help with charts and fee schedules and submit the information to claims department for claims processing. Facilitate dental records requests for patient and dentists, documents dental care services by charting in patient records. Guitar Zoom – VA/Client Service Associate 2017 - 2018 Order Fulfillment, performed detailed analyzation of bills and interpretation. Processes payments, refunds, chargebacks, and promo discounts using company's payment processor. Email management, organization, and communication via company's database. Answers Inbound calls to assist guide and educate customers with anything associated to the company's products and services. UnitedHealth Group/Optum – Benefit Advocate 2015 - 2017 Resolves customer inquiries and concerns with first call resolution; assist with the members needs regarding benefits, eligibility, claims, financial spending accounts and correspondence. Intervene with care providers (Doctor's offices) on behalf of the member to assist with appointment scheduling or connections with internal specialist for assistance. Assist in negotiating fees with healthcare providers on behalf of members. Creates, generates, and initiates request for customer callbacks to allow research and follow - up with the customer. Research complex claims issues across multiple databases and work with support resources to resolve customer issues in addition to collaborating with other departments to resolve escalated issues. Provide benefits education and status on previously submitted pre-authorizations or predetermination requests. Exceeds the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, first call resolution and attendance. Participates in and supports the development and implementation of special projects. Helps members with eligibility and benefits coverage questions. SiriusXM – Sales Representative 2015 - 2015 Successfully sold over forty thousand dollars’ worth of subscription. Persuaded clients to upgrade radios and subscriptions. Successfully conducted both cold and warm sales call. eBay – Client Service Associate 2013 - 2014 General support for new hires, floor walker/SME (Subject Matter Expert) answers new hires questions and assist them regarding products and technical issues. Act as a mediator between buyer and seller to help get a positive outcome for both parties. Analyze bill, invoices, and interpretation to customers. Resolves customer inquiries and concerns with first call resolution; assist with the members needs regarding billing, usage of website and help customers with their seller/buyer interactions. Research complex claims issues across multiple databases and work with support resources to resolve customer issues in addition to collaborating with other departments to resolve escalated issues. Conducted walkthrough for basic computer, tablet, and phone troubleshooting. Epicash – Sales Supervisor 2011 - 2013 converted both cold and warm leads into sales using solid arguments to prospective customers and maintaining positive business relationships to ensure future sales. Coordinate and update spiels with other supervisors. Monitor and update managers about team statistics including sales execution planning. Manage a team of sales representatives who market products and make sales for the company. Logged, tacked, and managed leads, contacts, organizations, partners, and vendors. Office management, administrative support, including new sales representative recruiting and training, filing and processing of salary. Coached, observed, monitored results, altered individual programs, and celebrated milestones. Effectively used consulting, coaching, customer service, inside sales and aggressive sales skills to maximize revenues. Strategically utilized reports to meet performance expectations achieve goals and hit sales quotas.