Araceli (Celi) Martinez
Summary
Proactive Customer Experience Coordinator and Shift Lead with extensive experience in resolving escalated issues and improving customer satisfaction. Skilled in training new employees, handling cash transactions, and maintaining organized work environments. Strong problem-solving and communication abilities contribute to exceptional customer service and optimized team performance.
Overview
3
3
years of professional experience
Work History
Customer Experience Coordinator
Veterinary Emergency Group Northern Liberties
Philadelphia, PA
02.2024 - Current
- Monitored Customer Experience Coordinator team performance, providing constructive feedback and coaching when needed.
- Resolved escalated customer issues, ensuring timely resolution and maintaining high levels of satisfaction.
- Introduced personalized follow-up procedures after resolving complaints, increasing positive feedback from customers about their experiences.
- Trained new team members on company guidelines and best practices for exceptional customer service delivery.
- Identified areas of improvement in customer service processes, implementing effective solutions to optimize performance.
Shift Lead
Happy Tails Pet Resort
Cedar Park, TX
09.2022 - 04.2023
- Completed store opening and closing procedures and balanced tills.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
- Trained and mentored new employees to maximize team performance.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
Receptionist
Round Rock Animal Hospital
Round Rock, TX
04.2022 - 09.2022
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
Receptionist
2222 Veterinary Clinic
Austin, TX
10.2021 - 03.2022
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Answered central telephone system and directed calls accordingly.
Education
High School Diploma -
Cedar Creek High School
Cedar Creek, TX06.2016
Skills
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Excellent Communication
- Computer Skills
- Understanding Customer Needs
- Organizational Skills
Timeline
Customer Experience Coordinator
Veterinary Emergency Group Northern Liberties
02.2024 - Current
Shift Lead
Happy Tails Pet Resort
09.2022 - 04.2023
Receptionist
Round Rock Animal Hospital
04.2022 - 09.2022
Receptionist
2222 Veterinary Clinic
10.2021 - 03.2022
High School Diploma -
Cedar Creek High School