Customer Experience Specialist

Carlos Martínez

Work Experience

Associate (SME) at Present Company

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Appointed as Subject Matter Expert (SME) for high-visibility investigations, guiding team members on complex case handling and resolution strategies. Analyzed team QA audits and defect trends to identify root causes, leading to a 12% drop in recurring errors. Resolved escalated conflicts between Buyers and 3rd Party Sellers, improving satisfaction scores by 15%. Conducted deep-dive investigations into suspicious buyer/seller behavior to flag fraud and policy abuse. Led weekly calibration sessions to align case handling with evolving policies and ensure consistency across teams. Mentored 5+ new hires, accelerating onboarding time by 20% through hands-on coaching and knowledge sharing.

Customer Service Representative at Previous Company

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Delivered frontline support across email and phone, resolving 50+ customer inquiries daily with a 95% satisfaction rate. Coordinated complex billing and service escalations with internal teams to meet SLAs and customer expectations. Managed time-critical tasks, including account adjustments, escalations, and multi-channel case updates. Maintained accuracy and empathy in high-pressure scenarios while upholding brand standards.

Education

Bachelor of Science in Hospitality Management

University Name

-

in HUMSS Strand

High School

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Skills

Technical Skills

  • CRM & ticketing systems (Zendesk, Salesforce, Freshdesk)
  • Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
  • Google Workspace (Docs, Sheets, Calendar, Drive)
  • Data entry, email/calendar management, and documentation workflows

Soft Skills

  • Analytical thinking
  • Attention to detail
  • Communication (written/verbal)
  • Time management
  • Adaptability
  • Confidentiality
  • Collaboration
Score
78/100
Header
75/100
Certifications
0/100
Education
70/100
Skills
78/100
Work Experience
82/100
Profile
80/100
Projects
0/100
Add a professional summary or objective to clarify career goals and improve ATS keyword presence.
Use bullet points consistently in work experience to enhance readability and ATS parsing.
Complete all date fields for education and work experience with month and year.
Include location details for work and education entries to provide recruiter context.
Incorporate relevant certifications or training to strengthen professional profile.
Quantifiable achievements showing impact on customer satisfaction and error reduction.
Experience as a Subject Matter Expert (SME) demonstrating leadership and expertise.
Strong multi-channel customer service skills with high satisfaction ratings.
Proactive mentoring and onboarding improvements indicating team development capabilities.

Header

75%
Include a complete location with city and state or country to improve ATS geo-filters and recruiter clarity.
Add a professional summary or objective to immediately convey career goals and expertise to both ATS and recruiters.
Ensure contact info is in simple text format and avoid special characters for ATS parsing.

Certifications

0%
Section missing

Education

70%
Include complete dates (month and year) for education periods to improve ATS parsing.
Add location of institutions to enhance recruiter context.
Clarify degree details and consider adding relevant coursework or honors in bullet points.
Use consistent formatting for all education entries.

Skills

78%
Good mix of hard and soft skills; consider grouping tools separately or integrating them under hard skills for clarity.
Add industry-relevant keywords such as 'customer relationship management', 'service level agreements (SLAs)', and 'case management'.
Use standardized skill names as recognized by ATS systems (e.g., 'Zendesk', not 'Zendesk ' with trailing space).

Work Experience

82%
Descriptions include strong metrics (e.g., 12% drop in errors, 15% satisfaction improvement) which enhance impact; maintain this approach.
Add consistent employment type and location details for each role to improve ATS parsing.
Use bullet points for easier readability and ATS extraction rather than paragraph style.
Include specific dates (month and year) for start and end dates for all positions.

Profile

80%
Profile highlights are strong with quantifiable achievements; consider converting these into a concise summary paragraph for better ATS keyword integration.
Add relevant keywords such as 'customer experience management', 'escalation handling', and 'fraud detection' to improve keyword density.
Clarify and expand on unique selling points to differentiate from other candidates.

Projects

0%
Section missing