Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Angela Martin

Farmers Branch,TX

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

19
19
years of professional experience
6
6
years of post-secondary education

Work History

Station Concierge

Dallas Area Rapid Transit, Dart
Dallas, TX
05.2016 - Current
  • Ensure interpreters/translators on hand for patron services
  • Data Entry using web based systems, Google maps, Transit Masters, MS Outlook, MS Word, MS Exel
  • Serves as official representative of DART sometimes first point of contact for patrons at transit centers, transfer centers and rail stations.
  • Provides face-to-face customer service interactions to DART patrons.
  • Responds quickly and courteously to all customer inquiries, provides route and schedule information. Obtains information regarding the location of businesses or other buildings. Listens and asks follow up questions to clarify requested information. Writes or prints requested information as needed.
  • Researches DARTnet and external websites using available on-line technology to find accurate information which will enable customers to successfully travel to desired destinations quickly and safely using DART and other public transit services.
  • Works with appropriate personnel to ensure adequate supply of printed customer information at Transit, Transfer Centers and rail stations, including timetables, maps, rider alerts, special notices, etc.
  • Monitors and records arrival and departure of buses to ensure schedules are met. Communicates with supervisors regarding arrivals and departures not in accordance with schedule and other unusual issues that occur at the transit centers.
  • Provides visible presence by regularly walking the parking lot, platform and other areas in the immediate vicinity of the transit centers. Is alert and proactive regarding potential issues. Summons assistance as needed from police.
  • Ensures cleanliness, appearance, and general maintenance standards of Transit, Transfer Centers and Rail Stations by completing regular checks for assigned activity. Communicates with supervisory personnel regarding any issues pertaining to janitorial cleaning, grounds/landscaping and building maintenance and any other issues.
  • Completes work orders, submits to appropriate personnel as needed for services and supplies.
  • Prepares types and submits various reports and forms required during the regular course of the day.
  • Performs other duties as assigned
  • Reviewed and updated customer information to maintain up-to-date records for high-quality service.
  • Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Worked effectively in fast-paced environments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
  • Contributed to a positive work environment by maintaining a professional demeanor at all times.
  • Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
  • Prioritized safety by remaining vigilant for potential security threats and reporting suspicious activity promptly when required.
  • Responded to guest inquiries and complaints, resolving issues to maintain high service standards.
  • Oversaw management of lost and found items, reuniting guests with their belongings and fostering trust.
  • Created welcoming and comfortable environment for guests.

Guest Service Representative

Parkland Health And Hospital Systems
Dallas, TX
07.2015 - 05.2016
  • Ensures maintenance of clean, neat comfortable environment and needed supplies while ensuring referrals for families to appropriate department resources such as social work, business office, etc. Communicates and educates families of policies and procedures in a supportive and positive manner that supports the mission, philosophy and policies of Parkland and integrates these values into behavior. Ensures infection prevention from proper use of hand hygiene upon entering the facility.
  • Interfaces with affiliated facilities when outpatients are seen jointly to expedite and assist in providing efficient service to patients.
  • Physically escorts patients and families to appropriate clinical area to ensure comfort and safety at all times.
  • Serve as a liaison between clinic departments, physician, patients and families.
  • Provides concierge services, making transportation arrangements upon request.
  • Locates and provides patients, visitors and hospital staff with inpatient room numbers, outpatient clinic locations and general hospital campus information using Parkland Epic system
  • Answers telephones, accesses computerized information regarding specific patients such as clinic appointment date, time and location, and provides general information regarding the hospital.
  • Maintains a positive working relationship with staff in all areas of the hospital in order to facilitate effective communication between staff and visitors.
  • Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor and implements and monitors results as appropriate in support of the overall goals and mission of Parkland.
  • Stays abreast of latest developments in customer service by attending in-house seminars/workshops and reading internal publications. Integrates knowledge gained into current work practices.
  • Maintain and uphold company confidentiality policy
  • Ensure visitors are in correct location for needed hospital service
  • Receive and direct phone calls to the appropriate department
  • Greets patients, family members, peers, and leadership in a professional, friendly, and respectful manner to promote a positive public image of Parkland.
  • Utilized variety of organizational and communication skills to drive guest satisfaction.
  • Oversaw fast-paced front desk operations and patient' needs at busy facility.
  • Enforced policies and procedures to increase efficiency.
  • Developed and maintained positive relationships with guests for satisfaction.

Administrative Clerk

Dallas College El Centro Campus
Dallas, TX
08.2010 - 04.2014
  • Maintain company confidentiality policy
  • Data Entry using web based systems, MS Excel, MS Word, MS Outlook, Estudias, Datatel, Cisco
  • Make copies/fax reports for company files
  • Composed inter-office correspondence and provided product and service information to students.
  • Proofread and edited professional documents to fix errors.
  • Conducted research to assist with routine tasks and special projects.
  • Entered data into system and updated student contacts with information to keep records current.
  • Created welcoming environment for students by greeting and assisting, as well as quickly responding to student inquiries and needs.
  • Coordinated and maintained impressive office organization to keep facilities efficient, organized, and professional.
  • Communicated with students and staff via phone and email to confirm deliveries and respond to inquiries.
  • Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.

Customer Service Cashier

Exxon Tiger Mart
Lancaster, TX
02.2006 - 11.2013
  • Issue receipts, refunds, credits, change, trading stamps
  • Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
  • Utilized POS system to handle customer cash and credit card transactions.
  • Handled general office duties
  • Operated register, established and identified prices of goods and services
  • Resolved customer inquiries and complaints Maintain knowledge of current sales, promotions, and policies regarding payment and exchanges
  • Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.
  • Maintained awareness of surroundings and secured cash to minimize loss potential.
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Counted money in drawers at beginning and end of each shift.
  • Answered product questions using knowledge of sales and store promotions.
  • Developed and managed relationships with customers to increase customer loyalty.
  • Conducted inventory counts by adding each item in stock and documenting in computer system.
  • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.

Education

High School Diploma -

America's National Christian
05.2001 - 05.2007

Skills

    Analytical and Critical Thinking

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Affiliations

Student Government Association Information Technology Society

Timeline

Station Concierge

Dallas Area Rapid Transit, Dart
05.2016 - Current

Guest Service Representative

Parkland Health And Hospital Systems
07.2015 - 05.2016

Administrative Clerk

Dallas College El Centro Campus
08.2010 - 04.2014

Customer Service Cashier

Exxon Tiger Mart
02.2006 - 11.2013

High School Diploma -

America's National Christian
05.2001 - 05.2007

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Angela Martin