Open to opportunities

jessica martinez

@jessicamartinez

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Health Sciences graduate with extensive customer service experience.

United States

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What I'm looking for

I seek a remote position that allows me to support teams and enhance customer experiences.

I am a dedicated Health Sciences graduate with over 7 years of customer service experience, including more than 3 years in fully remote roles. My expertise lies in healthcare support, scheduling, and virtual operations, where I have honed my skills in communication, tech tools, and problem resolution. I thrive in environments where I can make a real impact by helping teams stay organized and ensuring customers feel supported.

In my current role as a Resolution Contact Specialist at Walmart, I resolve an average of 15+ escalated customer cases daily, focusing on empathy and efficiency. I also track and report customer trends by collecting and verifying data, collaborating cross-functionally to improve service delivery and identify process improvements. My previous experience as a Business Coordinator at The Aspen Brands involved managing client appointments and coordinating events, which further developed my organizational and multitasking skills.

Experience

Work history, roles, and key accomplishments

Current

Resolution Contact Specialist

Current

Walmart

Aug 2021 - Present (3 years 10 months)

Resolved an average of 15+ escalated customer cases daily with a focus on empathy and efficiency. Tracked and reported customer trends by collecting and verifying data, collaborating cross-functionally with teams to improve service delivery and identify process improvements.

Customer Service Jira Empathy Efficiency Improvement

Business Coordinator

The Aspen Brands

May 2019 - Jul 2021 (2 years 2 months)

Scheduled and managed over 20 daily client appointments, processed payments, and packed outgoing merchandise. Coordinated events with third-party vendors, managed on-site inventory using WMS, and maintained accurate documentation with Microsoft Office, Outlook, and QuickBooks.

Scheduling Event Management WMS Microsoft Office Outlook)Quickbooks Documentation

Customer Service Representative

AT&T

Feb 2016 - May 2019 (3 years 3 months)

Handled up to 15 customer inquiries per hour in a fast-paced call center environment. Resolved billing questions, explained service plans, and collected payments, delivering support via phone, in-store, email, and chat to enhance the overall customer experience.

Customer Service Email Chat Customer Experience

Education

Degrees, certifications, and relevant coursework

Georgia State University

Associate of Science, Health Science Professions

Activities and societies: Relevant Coursework: Anatomy and Physiology I & II, Microbiology, Chemistry

Studied core health science subjects including Anatomy and Physiology I & II, Microbiology, and Chemistry. Gained foundational knowledge essential for health professions.