Izen Sama Martínez

I’m a bilingual (Spanish/English) Customer Service and Administrative Specialist with 2+ years of remote, high-volume experience across retail, hospitality, and entertainment accounts. I’m known for handling sensitive client data with strict privacy and security discipline while keeping interactions calm, empathetic, and solutions-focused.

In my roles, I’ve maintained 100% compliance with corporate security and privacy standards, including PCI-DSS secure payment processing and ID verification. I also lead fraud-prevention efforts by monitoring for identity-theft and suspicious activity, then enforcing protocols to redirect clients to official verification channels—while sustaining 90%+ CSAT.

I combine customer relations with administrative precision: managing CRM databases, updating client records, generating documentation, scheduling/reservations, and supporting escalations with Excel-based billing and receipts. I’ve trained and onboarded 5+ new hires and consistently met or exceeded KPIs, and I’m now looking for a client-facing or administrative role where confidentiality, compliance, and clear communication matter most.