ARELY MARTINEZ
San Jose,CA
Summary
Administrative and customer operations professional with a background in accurate recordkeeping, ticketing workflows, issue resolution, and cross-functional coordination. Supports customers and internal teams with clear communication, careful documentation, and steady follow-through while managing multiple priorities in fast-paced settings. Bringing bilingual English-Spanish communication and transferable skills for HR coordination, recruiting support, or People Operations.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Customer Experience / Operations & Technical Support Professional
T-Mobile
San Jose, CA
12.2022 - Current
- Supported high volume of customer and account requests, ensuring accurate information, professional communication, and consistent follow-through to enhance customer satisfaction.
- Collaborated with managers and cross-functional teams to escalate complex cases and communicate updates, facilitating timely resolution of customer and operational issues.
- Document customer issues, service requests, technical cases, and resolutions using internal systems and ticketing workflows.
- Navigate multiple internal systems and processes to research account information, resolve issues, and coordinate timely solutions.
- Educate customers and colleagues on processes, technology, account features, and available solutions using clear, adaptable communication.
- Configure and support wireless devices, SIM activations, routers, and home internet systems while following established procedures and documentation requirements.
- Use Zendesk and ITSS Helpdesk system to create, track, update, and escalate support cases.
- Maintained accuracy while managing multiple priorities in a fast-paced environment, demonstrating strong organizational skills, discretion, and attention to detail.
Sales Representative / Customer Support
Sprint
San Jose, CA
01.2019 - 12.2022
- Ensured accuracy of customer information while executing account-related tasks across multiple systems to support service delivery.
- Assisted customers with account inquiries, service issues, and documentation, ensuring resolution aligned with company policies.
- Organized workflows and prioritized tasks effectively to manage high-volume customer interactions.
- Built strong professional relationships through active listening, clear communication, and dependable follow-through.
Brand Representative
Hollister Co.
San Jose, CA
09.2016 - 01.2018
- Provided welcoming atmosphere for customers and delivered friendly service on Hollister Co. sales floor
- Assisted shoppers with sizing, styling, and product selection
- Organized fitting rooms efficiently for customer convenience and maintained neat merchandise presentation
- Provided customer service, supported daily store operations, organized tasks, and collaborated with team members in fast-paced environment.
Sandwich Maker / Customer Service
Subway
San Jose, CA
05.2015 - 07.2016
- Greeted customers and built orders to match bread, toppings, and sauces requests.
- Prepared sandwiches and wraps following Subway ingredient and portion standards.
- Delivered customer service, ensured organized work areas, adhered to established procedures, and managed high-volume periods effectively.
- Operated POS register for cash, card, and mobile payments.
Education
Some College (No Degree) -
Foothill College
Palo Alto, CA09-2026
Medical Assisting Certificate -
Silicon Valley Career Technical Education
San Jose, CAHigh School Diploma -
Willow Glen High School
San Jose, CASkills
- Ticketing & Case Management
- Zendesk & ITSS Helpdesk
- HRIS / CRM Transferable Skills
- Data Entry & Accuracy
- Records & Documentation
- Process & Policy Adherence
- Problem Resolution
- Professional Communication
- Employee / Customer Support
- Cross-Functional Collaboration
- Scheduling & Organization
- Microsoft Office
- Google Workspace
- Administrative Support
- Bilingual: English & Spanish
Certification
CPR / AED Certification
ADDITIONAL
- Awards: Outstanding Achievement Awards (3.5 GPA, 4.0 GPA)
- Employee of the Month
- Community Service: Teaching Assistant, Sacred Heart Community Service summer day camp
Timeline
Customer Experience / Operations & Technical Support Professional
T-Mobile
12.2022 - Current
Sales Representative / Customer Support
Sprint
01.2019 - 12.2022
Brand Representative
Hollister Co.
09.2016 - 01.2018
Sandwich Maker / Customer Service
Subway
05.2015 - 07.2016
Some College (No Degree) -
Foothill College
Medical Assisting Certificate -
Silicon Valley Career Technical Education
High School Diploma -
Willow Glen High School