AMANDA MARTINEZ
Summary
Reliable and efficient individual with proven Project coordination experience, administrative support and customer service experience, proper phone etiquette skills and maintaining a high degree of confidentiality. Excellent oral and written communication skills; ability to foster teamwork, work independently under minimal or no supervision and work competently in fast paced environments Versatile Project coordination and customer service with background successfully executing diverse project tasks to meet deadlines. Highly skilled at communicating with colleagues, monitoring status and achieving key milestones. Enthusiastic problem solver and talented team player with superior planning and decision-making skills.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Associate
Nike
01.2016 - 01.2017
- Answered customer inquiries regarding Nike goods and service, helping shoppers locate items, and recommending suitable products
- Organized merchandise on the sales floor, assembled in-store displays, front and back end; stocked and inventoried merchandise
- Assisted with cashier duties; trained to identify potential shop lifters and notified loss prevention staff.
Sales Associate
Sprint
01.2015 - 01.2017
- Managed wide variety of customer service and administrative tasks; resolved customer issues quickly and efficiently; ensured prompt and courteous customer service and reduce customer wait times
- Accessed customer accounts in order to make changes, upgrades or answer billing questions; worked with customer until phone service or financing was approved
- Gathered information used in accessing credit history to authorize phone service and third party financing
- Assisted customers with product information, provided information regarding service fees and package deals in friendly and engaging manner
- Worked collaboratively with other team members; participated in marketing efforts to promote store sales
- Demonstrated integrity when working with customers, handling monetary transactions, telephone products and accessories; adhered to policy of compliance and regulation of consumer integrity and privacy.
Receptionist/Barber
Gino Moreno Enterprises
01.2013 - 01.2017
- Answered multi-line phones, scheduled appointments, opened and closed multiple shops; reconciled cash drawers ensured cash receipts and deposit were accurate
- Sanitized all work equipment daily, cleaned work station daily, conducted weekly supply inventory and provided customer service aboard Marine Corp base Camp Pendleton.
Project Coordinator
Suntuity Solar
01.2023 - Current
- Weekly project updates and pipeline reviews to Dealers and their management team.
- Track project progress and updates via Meetings, Excel/Sheets, etc
- Elevate recurring issues and present solutions
- Work with Account Managers to improve install metrics (Pull through rate and timing)
- PC work and liaised with dealer support, operations, retention, scheduling, and concierge teams to push projects
- Provided metrics based on pipeline review
- Monitored assigned dealer pipelines averaging from 1to 250 projects for over 15-25 dealers
- Maintained new and existing channel sales dealer relationships as well as assisting in CRM training with new reps as needed
- Support account management team fielding dealer request via email, GChat, and via CRM
- Worked with Channel sales to create SOP's, workflows and process improvement
Dealer Support Agent
Suntuity Solar
07.2022 - 01.2023
- Managed Multiple Accounts
- Provided accurate and prompt responses to Dealers and their sales reps who may be in home.
- Assist with gathering information, assessing and fulfilling the dealer needs, and providing education along the way.
- Contributed to the achievement of the service level
- Collaborated with internal and external business partners to provide solutions
- Work together with a team of support agents to ensure Dealers partners needs were being met
- Perform functional Support for specific dealer partners would use while in the home.
- Worked effectively out of excel, sheets, sales force, CRM and multiple lead/sales platforms
- Effective time management, prioritization, communication skills
IT Services Support Specialist
Amazon
01.2020 - 01.2022
- Provides comprehensive technical support to Amazon Corporate employees worldwide
- Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with team standards
- Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved
- Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely
- Informs customer of needed repairs and answers basic questions
- Ensures that customer understands and is satisfied with work completed
- Follow all standard operating procedures (SOP) through the effective use of Knowledge management
- Manage a case count between 15-25 tickets
- Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users
- Assists with activities to triage and escalate any system or network outage to reduce downtime.
Administrative Assistant/Front Desk Clerk
MCCS Semper Fit Base Gym
01.2017 - 01.2018
- Provided customer service, ensured customers checked in, answered phones and resolved problems within my area of authorizations; de-escalated irate customers and referred customers to management to resolve issues out of my control
- Checked in patrons, verified identification cards to ensure authorization to use facilities; schedule appointments for in body personal trainers and coordinated schedules
- Managed records, both physical and automated for physical trainers; entered patron information regarding physical fitness limitations, sessions with physical trainers, fitness plans and goals
- Handled Personal Identifiable Information (PII) while registering individuals requesting extended use of lockers; assisted with the completion of physical records and entered data into electronic records management system and filed physical copies
- Operated cash register, verified register at the beginning of shifts, handled cash, credit cards, reconciled cash drawer at the end of shift and prepared deposits
- Maintained area clean and orderly, washed and stored towels, disinfected equipment and shower areas
- Conducted inventories of vendor merchandise, cleaning supplies, gym equipment, office supplies; ordered merchandise and restocked
- Enforced gym policies rules and regulations in order to ensure the safety and well-being of patrons; prepared accidents and safety violation incident reports.
Cashier/Sales Associate
Walmart
01.2008 - 01.2009
- Provided friendly front end customer service, assisted customers with locating merchandise and answering questions regarding merchandise
- Handled cash, logged cash draw receipts and logged hair dresser's daily appointments
- Restocked merchandise and verified identification for customers purchasing cigarettes, alcohol and other age- restricted products; maintained store clean and orderly at all times
- Assisted the supervisor to ensure all other cashiers were relieved for breaks and all cash draws were current.
Skills
- Records Management
- Data Entry
- Customer Service
- Phone Etiquette
- Bilingual, English/Spanish
- Multitasking
- Handling Confidential Information
- Written and Oral Communication Skills
- Technical Aptitude
- Organizational Skills
- Fostering Teamwork
- Problem Solving
- Report Writing
- Attention to Detail
- Utilization Reports
- Persuasive Negotiations
- Sales Activities
- Verbal and Written Communication
- Team Coordination
- Training and Development
- Project Facilitation
Certification
- OSHA
- HAZMAT
- CPR Certified
- Cosmetology State Board License
Timeline
Project Coordinator
Suntuity Solar
01.2023 - Current
Dealer Support Agent
Suntuity Solar
07.2022 - 01.2023
IT Services Support Specialist
Amazon
01.2020 - 01.2022
Administrative Assistant/Front Desk Clerk
MCCS Semper Fit Base Gym
01.2017 - 01.2018
Customer Service Associate
Nike
01.2016 - 01.2017
Sales Associate
Sprint
01.2015 - 01.2017
Receptionist/Barber
Gino Moreno Enterprises
01.2013 - 01.2017
Cashier/Sales Associate
Walmart
01.2008 - 01.2009