Damion Acosta Martinez
Florence
Summary
Leadership-focused and results-driven Customer Service Professional with a proven track record of team management, escalation resolution, and operational optimization. Experienced in leading high-performing teams of up to 18 representatives, driving key performance metrics, and managing high-stakes B2B vendor partnerships. Adept at cross-functional collaboration and resolving complex, high-priority compliance and regulatory issues (including BBB escalations) to safeguard company reputation and foster growth.
Overview
5
5
years of professional experience
Work History
Senior Customer Service Representative
SilverRock
02.2023 - Current
- Team Leadership: Directly managed and mentored a high-performing team of 18 customer service representatives, driving performance metrics, quality assurance, and team development.
- Escalation Management: Served as the designated escalation point, successfully resolving high-stakes customer complaints, cross-departmental issues, and high-priority Better Business Bureau (BBB) tickets.
- Cross-Functional Operations: Executed a lateral transition to the Text support team to oversee specialized ticketing, and fast pace customer service.
- Process Coordination: Selected as a Pilot Senior Representative for supervising the FMP (Fair Market Pricing) and LOL (Limits of Liability) accounts to ensuring strict adherence to compliance and customer experience.
- Career Progression: Rapidly promoted through the organization from Customer Service Representative Level 1, to Level 2, and into a Senior leadership capacity based on exceptional performance and operational leadership.
Vendor Support Specialist
Bridgecrest
04.2022 - 02.2023
- Account Resolution: Managed complex customer complaint claims tied directly to vehicle repossessions, delivering empathetic and legally compliant resolutions.
- Financial Oversight: Reviewed, audited, approved, and declined fee structures associated with repossessions and external tow agencies, protecting company revenue and ensuring billing accuracy.
- B2B Relationship Management: Cultivated and maintained strategic partnerships with direct repossession agents to streamline workflows and ensure positive business-to-business cooperation.
- Technical Proficiency: Seamlessly navigated multiple internal database software systems simultaneously to track assets, update portfolios, and log critical account actions.
Specialist, Customer Relations
08.2021 - 04.2022
- De-escalation Excellence: Partnered with highly escalated customers to rebuild delicate relationships, collaborating closely with multiple internal departments to ensure thorough resolutions.
- Financial & Portfolio Management: Efficiently processed high-volume departmental invoices and conducted precise data entry for portfolio management within strict deadlines.
- Metric Achievement: Consistently met or exceeded rigorous company production quotas, quality standards, and performance expectations.
Education
High School Diploma -
Poway High School
Poway, CASkills
- Team Leadership & Mentorship
- Performance Metrics & QA Monitoring
- B2B Vendor Relations
- Compliance & Portfolio Management
- Escalation & De-escalation Management
- Conflict Resolution & Crisis Management
- Process Improvement & Workflow Optimization
- Customer support
- Complaint resolution
- Quality assurance
Timeline
Senior Customer Service Representative
SilverRock
02.2023 - Current
Vendor Support Specialist
Bridgecrest
04.2022 - 02.2023
Specialist, Customer Relations
08.2021 - 04.2022
High School Diploma -
Poway High School