Angelo Martinez
Summary
Customer Service Specialist experienced in prioritizing and multi-tasking in fast-paced environments. Achieved customer satisfaction and loyalty through effective resolution of escalated support issues and strong communication skills. Focused on enhancing service procedures and maximizing team productivity while balancing customer, employee, and company objectives.
Overview
1
1
Language
16
16
years of professional experience
Work History
Customer Service Manager
ORCA Marketing
Las Vegas, NV
02.2023 - Current
- Managed daily customer service operations to enhance team efficiency.
- Resolved customer complaints through effective communication strategies.
- Provided exceptional customer service to ensure customer satisfaction.
- Trained and mentored new staff on customer engagement techniques.
- Developed training materials to improve service quality standards.
- Developed and implemented strategies for providing excellent customer service experience.
- Implemented feedback systems for continuous service enhancement.
- Monitored performance metrics to identify areas for improvement.
- Monitored staff performance to ensure adherence to customer service standards.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Collaborated with marketing team to align service initiatives with branding goals.
- Fostered a positive team environment through regular staff meetings and recognition programs.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Evaluated employee job performance and motivated staff to improve productivity.
- Conducted research and reviewed findings to solve customer issues.
- Developed policies and procedures related to customer service operations.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
Food Service Worker
East Side Mario's Restaurant
Lakewood, California
07.2017 - 09.2018
- Prepared food items according to menu specifications and safety standards.
- Maintained cleanliness and organization of kitchen and dining areas.
- Assisted customers with orders, ensuring satisfaction and prompt service.
- Operated kitchen equipment safely and efficiently during food preparation.
- Collaborated with team members to ensure smooth restaurant operations.
- Stocked supplies and ingredients to support daily food service needs.
- Followed health regulations for food handling and sanitation practices.
- Trained new staff on operational procedures and customer service standards.
- Followed food safety regulations pertaining to sanitation, food handling and storage.
- Served meals to customers in a friendly and courteous manner.
- Performed opening and closing duties such as setting up workstations with necessary supplies.
- Cleaned and sanitized work areas, equipment, utensils, dishes, and silverware.
- Performed variety of duties related to food service.
- Cleaned kitchen areas, equipment and utensils.
- Maintained order and cleanliness of work areas to conform with health codes.
Customer Service Representative
Guess by Marciano
Chicago, Illinois
11.2010 - 06.2015
- Handled customer complaints and resolved issues promptly and effectively.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product inquiries and provided tailored recommendations.
- Educated customers on brand values and product features during interactions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Collaborated with team members to ensure smooth store operations.
- Processed transactions accurately using point-of-sale systems.
- Trained new staff on customer service protocols and store procedures.
- Monitored inventory levels and reported discrepancies to management for action.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Education
Libbey High School
Toledo, OHSkills
- Customer service management
- Customer relationship management
- Customer service operations
- Complaint resolution
- Service delivery optimization
- Mentoring and coaching
- Process improvement initiatives
- Metrics analysis
- Market trend analysis
- Program development
- Cross-functional collaboration
- Report preparation
- Staff management
- Staff training
- Team building
- Customer relations
- Feedback implementation
- Sales proficiency
- Relationship building
- Effective communication
- Conflict resolution
- Problem solving
- Policy development
- Staff management
- Team development
- Team management
- Customer service strategies
- Performance monitoring
- Training development
- Service quality improvement
Languages
English
Professional
Entrepreneur
I embarked on my entrepreneurial journey at the age of 24. After successfully running my company for six years, I relocated to California. During this time, I established a one-on-one meeting with Dr. Catherine Chong, a businesswoman who owned several commercial and medical office spaces. Dr. Chong was highly impressed with my proposal to manage and maintain three of her properties, which spanned over 100,000 square feet of office space. This opportunity led to referrals from Dr. Chong and other clients, enabling me to expand my company and hire three employees. I cultivated long-lasting relationships with the office tenants, gaining valuable experience and knowledge throughout the process. My entrepreneurial journey has been a great mentor for aspiring entrepreneurs, and I eagerly anticipate starting my next company, which I’m currently working on. With the knowledge and experience I’ve acquired, I am confident that I will become a household name.
Accomplishments
- Top sales associate
- Top leadership skills
- Top marketing associate
- Creative leadership skills
- Team development
- Entrepreneur
Personal interests and view's.
I find creative writing to be a great way to spend my free time. It allows me to use my imagination to create something new and interesting to read. Thinking outside the box is also a valuable skill that helps me find solutions to unexpected situations and challenges. I believe in learning from others and keeping the balance between my own experiences and thoughts and those of others. I always listen and learn from those around me. I strive to maintain peace and harmony in my life, so that work, life, and happiness can flow in a way that is best suited to my job and the people around me. I also use creative ideas to sell and market products, which helps me grab the attention of potential clients and buyers. Finally, I always strive to exceed expectations to achieve top performance and success. I utilize my skills from all aspects of my past and present experiences to help build the business and develop team skills.
Affiliations
- Writing
- Problem solving
- Music
- Animal activist
- Human rights
- Cross country running
- Creative director
- Financial analyst
- Marketing strategies
- Team building
- Skateboarding
Avid collector
- Art
- Vintage books
- One of a kind and unique pieces of history
- Antique furniture
- Vintage jewelry
- Vintage clothing
- Old movies
- International currency
- $2 bills
- Coins
References
References available upon request.
Timeline
Customer Service Manager
ORCA Marketing
02.2023 - Current
Food Service Worker
East Side Mario's Restaurant
07.2017 - 09.2018
Customer Service Representative
Guess by Marciano
11.2010 - 06.2015
Libbey High School