My Resume

1. Arnaldo Martinez
Customer Service Representative
North Bergen, NJ 07047
THEANDY128@GMAIL.COM
201-727-3230
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Customer Success Coordinator
Advance Digital - Jersey City, NJ
March 2016 to Present
Efficiently and accurately execute fulfillment processes from submission to completion for assigned
cases and tickets to ensure SLAs and client expectations are met;
Work with local market sales and support team(s), where applicable, to explain product and service
offerings, their fulfillment and associated processes;
Engage directly with customers, sales reps and third-party vendors to set and facilitate expectations,
as well as to ensure excellence and optimal results, working with their supervisors to formalize
alternate solutions when encountering roadblocks in fulfillment;
Document, maintain, and regularly update fulfillment and support related process and procedures for
assigned products and services, as needed or required; and
Collaborate with Product Delivery and other various internal teams on product enhancements, new
product rollouts, as well as testing applications and software releases. Lend product expertise to
contribute in: the design of product specifications, testing, identifying bugs and issues, as well as
communicating, escalating and addressing problems, as appropriate
Customer Service Representative
IDT Corporation - Newark, NJ
October 2013 to November 2015
Handle customer inquiries, complaints, billing questions, and service requests. Calm upset callers,
repair service failures, locate resources for problem resolution and apply best solutions.Interface daily
with internal partners in accounting, sales and product development.
Key Accomplishments:
• Managed a high volume workload within a fast pace driven enviroment. Resolved an average of 200
inquiries in any given week and consistently surpassed performance benchmarks in all areas( speed,
accuracy, volume, call time, hold time).
• Elected the "go-to" lead agent for new reps and particularly challenging calls as one of the
departments primary lead agents for new and established employees.
• Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus
and dependability in peformance evaluations.
Courier
FEDEX - Moonachie, NJ
July 2013 to October 2013

2. • Developed driving routes to maximize economical use of equipment and time.
• Coordinated with management for periodic and major vehicle maintenance to avoid interruption of
delivery services.
• Inspected vehicle for defects pre- and post-trip and reported defects and other problems to
supervisors.
• Delivered products safely to customer locations.
• Confirmed address details and obtained customer signatures on delivery tickets.
• Loaded and unloaded vehicles correctly and safely.
Key Accomplishments
• Obtained knowledge of city geography to determine most efficient driving routes.
• Famaliarized with all cargo securing procedures.
ATM Technician
Loomis - Lyndhurst, NJ
August 2008 to March 2013
• Pick up and delivery of customer orders in accordance with a designated route.
• Resolved ATM technical issues, paper jams, startup issues and currency jam issues.
• Famaliarized with internal banking procedures.
Sales Specialist
Home Depot - North Bergen, NJ
December 2006 to August 2008
• Assisted an average of 40-50 customers per day in finding and selecting items, and provided
recommendations that generated additional revenue.
• Stocked, replenshied and organized inventory with accuracy and efficiency, completing functions
40% faster than average associates.
• Achieved sales goals weekly on consistent basis.
• Managed proper and attractive merchandise display, ensuring stragetic placement of products that
maximized purchases.
• Assisted team members when necessary in handling cash registers, organizing inventory, labeling
products, unloading merchandise and cleaning up.
• Aided Spanish-speaking customers, increasing repeat and loyal customers by 50%.
Education
North Bergen High School
1997 to 2001
Skills
Microsoft, Spanish, Excel, Excel, Word, Word, Customer Service, Data Entry, Multi-Line Phone System,
Multi-Tasking, Problem Solving, Problem Solving, Computer Skills, Call Center Experience, Leadership,
Time Management Skills, Detail Oriented, As400, Tomcat, Peoplesoft, People Management, People
Skills, Adaptability

3. Awards
Lead Agent
December 2013
Awarded Lead Agent with IDT
Additional Information
SKILLS SKILL LEVEL USED/EXPERIENCE
Customer Service Expert Currently used/10Yrs
Call Center Service Expert Currently used/ 10Yrs
Complaint Handling Expert Currently used/10 Yrs
Dispute Resolution Expert Currently used/ 10 Yrs
Data Entry Expert Currently used/ 10Yrs
MS Word, Excel Expert Currently used/ 10 Yrs
Multi-line Phone use Expert Currently used/ 10 Yrs
Spanish Expert Currently used/ 10 Yrs