Joksan Martinez
Gateshead,GAT
Summary
A dedicated and resourceful professional with over more than twelve years of client-focused employment, including a range of administration ,customer service, supervision, reporting, troubleshooting and sales roles. Through this experience, I have been able to develop and apply a range of technical, organisational, interpersonal and job-specific skills and knowledge.
Overview
18
18
years of professional experience
2007
2007
years of post-secondary education
Work history
Help desk administrator
Worldpay
Gateshead
01.2025 - Current
- Escalated complex issues for swift resolution, enhancing productivity.
- Adhered strictly to company's data protection policy whilst handling sensitive user information.
- Analysed common complaints and provided proactive solutions, minimising downtime.
- Maintained updated knowledge of software applications to provide accurate information.
- Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
- Asked customer targeted diagnostic questions for speedy root cause analysis.
- Provided remote support to clients, reducing downtime significantly.
- Adhered strictly to company policies whilst assisting customers thereby maintaining professionalism at all times .
- Handled challenging situations calmly under pressure contributing to a positive work environment .
- Established good rapport with clients through courteous interaction helping build loyal customer base.
Customer support administrator
Grainger PLC
Newcastle upon Tyne , United Kingdom
04.2024 - 10.2024
- Administration duties
- Allocating leads into the correct regions
- Processing Leads
- General advice about leasing criteria
- Qualifying applicants
- Arranging,updating and cancelling viewings
- Follow up client inquiries 70 inbound calls per day
- Processing corporate leasing inquiries
- Updating data base and internal systems
- Outbound calls 45 average per day
- Chasing clients, following internal chase process
- Requesting tasks to lettings agents as needed
- Providing advice to clients throughout different channels like chat and email
- Checking availability of flats
Senior customer service administrator & supervisor
NEC - FKA " Northgate Public Services"
Hartlepool / Home based Hybrid
06.2018 - 01.2024
- Decision maker and grant administrator for DAF ( discretionary assistance fund)
- Approving and ordering Blue Badges
- Processing financial reconciliations for Blue Badge contracts
- Blue Badge monthly service reports
- Updating internal stats
- Processing Blue Badge desktop assessments and appeals for Blue Badge decisions
- Processing terminal applications
- Processing Blue Badge payments and refunds
- Work and Pensions system benefit checks
- Handling sensitive and confidential information
- Handling calls and emails for the Freedom pass service
- Processing decisions for Freedom Pass
- Dealing with citizens complaints
- Updating and reporting pending admin work to process each day
- Processing local authorities Blue Badge transfers
- Verification of sight impairment checks for Blue Badge
- Providing advice to Blue Badge applicants about assessments
- Processing lost and stolen Blue Badges
- Resolving general Blue Badge and parking queries
- Advising about confiscated badges.
Customer service administrator
NEC - FKA " Northgate Public Services"
Hartlepool
09.2016 - 08.2018
- Processing and reviewing Blue Badge applications
- Providing customer service via email and telephone for Blue Badge clients
- Processing correspondence for the Blue Badge service
- Providing Blue Badge eligibility advice and resolving parking queries
- Updating records in order to maintain high level of accuracy for reporting
- Handling calls and emails ( Spanish & English) for the HGV (High good vehicles ) European customer care centre
- Resolving parking queries for the European HGV customers
- Advising about penalty notices
- Processing and refunding HGV levy payments and pre-payments
- Translating English-Spanish HGV literature.
Customer Service Agent
Wireless Data Services Ltd
Bournemouth
08.2015 - 08.2016
- Provided customer service via email, phone calls and chats specializing in Google Drive
- Technical advice for Google Drive customers
- Followed up all customer cases until resolution
- Restored Google Drive customer files and data
- Provided payment information and purchase history.
Sales representative
Smurfit Kappa
Nogales Sonora Mexico , Mexico
04.2013 - 10.2013
- Sales and prospecting in the manufacturing sector
- Visiting potential new clients across the whole state of Arizona and Sonora
- Assisting with invoicing and collection
- Producing quotes for clients based on their requirements and specifications
- Preparation of complaints reports
- Authorization of new products (sample run)
- Advising clients regarding packaging options
- Participating in promotional events on behalf of the company Development of paperwork regarding new clients and their accounts
Sales and export sales representative
Fanosa (Main polystyrene manufacturer in Mexico)
Hermosillo, Mexicali, Mexico, Southwest USA, Mexico
01.2007 - 04.2013
- Direct and indirect sales
- Company representation
- Invoicing and payments collection
- Preparation and development of presentations about our products Customer service (including after sales)
- Client consultation
- Identifying potential clients/sales areas
Education
Marketing and Publicity Degree Course -
UNIDEP Mexico
Hermosillo, Sonora01.2007
Skills
- Supervising experience
- Administration skills
- Leadership
- Customer service
- Time management
- Documentation review
- Communication skills
- Computer literacy
- Sales Froce
- Microsoft office
- Microsoft word
- Microsoft excel
- Account management
- Sales
- Bilingual
- Spanish
- English
Languages
Spanish
Advanced
C1
English
Advanced
C1
Timeline
Help desk administrator
Worldpay
01.2025 - Current
Customer support administrator
Grainger PLC
04.2024 - 10.2024
Senior customer service administrator & supervisor
NEC - FKA " Northgate Public Services"
06.2018 - 01.2024
Customer service administrator
NEC - FKA " Northgate Public Services"
09.2016 - 08.2018
Customer Service Agent
Wireless Data Services Ltd
08.2015 - 08.2016
Sales representative
Smurfit Kappa
04.2013 - 10.2013
Sales and export sales representative
Fanosa (Main polystyrene manufacturer in Mexico)
01.2007 - 04.2013
Marketing and Publicity Degree Course -
UNIDEP Mexico
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