PAOLA GISSELLE MARTINEZ RAMOS
TEGUCIGALPA
Summary
Personable and driven, combining excellent interpersonal skills with keen understanding of customer needs. Adept in principles of customer service and sales techniques, with strong communication and problem-solving abilities. Committed to maintaining professional relationships to increase profitability and drive business results and achieving sales targets. Offering excellent communication skills and strong ability to build rapport with clients, ready to learn and grow in this fast-paced environment. Brings solid understanding of customer interaction and ability to manage scheduling systems efficiently.
Overview
4
4
years of professional experience
Work History
Appointment Setter
IntouchCX
04.2025 - Current
- Scheduled appointments through effective communication with clients and prospects.
- Adapted quickly to changes in scheduling priorities, demonstrating flexibility under pressure.
- Answered phone calls and answered questions from potential customers.
- Utilized CRM software to track interactions and streamline appointment-setting processes.
- Developed scripts to enhance call efficiency and improve appointment conversion rates.
- Confirmed appointments, communicated with clients, and updated client records.
- Managed incoming calls and emails, ensuring prompt and professional communication.
Customer service and sales for a lender company for real estate
Higher Honduras
09.2024 - 02.2025
- Make calls to possible investors, receive calls from investors, make appointments with the loan officers, send and respond emails
- Increased loan approvals by efficiently evaluating and processing loan applications.
- Managed a diverse portfolio of loans while maintaining excellent attention to detail in record keeping and client relationship management.
- Analyzed clients'' financial health by thoroughly reviewing credit reports, income statements, and other relevant documentation before approving loans.
- Prioritized client retention by providing exceptional customer service during all stages of the borrowing experience.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Assisted customers with completing loan applications and other paperwork.
Customer Service and Team Lead Assistant
Results CX
09.2023 - 03.2024
- Receive calls, take notes, make appointments for patients, make follow up calls, make payments
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Collected, arranged, and input information into database system.
- Influenced positive change within the organization through strategic thinking, innovation, and problem-solving abilities.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Coordinated team activities to ensure alignment with project goals and deadlines.
Customer representative for Walmart
Startek
11.2021 - 12.2021
- Receiving calls, creating notes and transferring the client to the correct area
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
- Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving.
- Managed difficult customer interactions calmly and effectively, reducing escalation levels and maintaining company reputation.
- Handled high call volumes efficiently without sacrificing quality of interaction or resolution success rate.
- Utilized CRM software to track and manage customer communications.
Education
UNIVERSITY -
CAREER INTERN OF INTERNATIONAL BUSSINESS IN UNAH
HIGH SCHOOL - undefined
RENACIMIENTO SCHOOL
ELEMENTARY -
DELAWARE AMERICAN SCHOOL
Skills
- Ability to work under pressure
- Collaboration & teamwork
- Commitment
- Advanced Technology
- Creativity & Problem Solving
- Documentation review
- Customer education
- Teamwork and collaboration
- Data collection
- Appointment scheduling
- Salesforce CRM
Languages
Spanish
English
Personal Information
Timeline
Appointment Setter
IntouchCX
04.2025 - Current
Customer service and sales for a lender company for real estate
Higher Honduras
09.2024 - 02.2025
Customer Service and Team Lead Assistant
Results CX
09.2023 - 03.2024
Customer representative for Walmart
Startek
11.2021 - 12.2021
HIGH SCHOOL - undefined
RENACIMIENTO SCHOOL
ELEMENTARY -
DELAWARE AMERICAN SCHOOL
UNIVERSITY -
CAREER INTERN OF INTERNATIONAL BUSSINESS IN UNAH
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