Summary
Overview
Work History
Education
Skills
Certification
Timeline
Work Availability
Accomplishments
Work Preference
Languages
Quote
Hi, I’m

Armando Martinez

Office Supervisor
Laveen,AZ
Armando Martinez

Summary

Highly skilled Office Manager enthusiastic about ensuring optimal customer service in Ashley Furniture Homestore. Energetic team player with top-notch organizational skills. Patient and empathetic Customer Service Representative with extensive background in conflict resolution and customer care. Desires a Office Management role. Customer service professional seeking a management role. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities.

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

9
years of professional experience
1
Certification
2
Languages

Work History

Factor
Glendale, AZ

Fullfillment Associate
01.2025 - 03.2025

Job overview

  • Picking Order in timely manner
  • Creating pallets of orders
  • Followed safety protocols to minimize workplace accidents.
  • Maintained inventory accuracy with meticulous attention to detail in receiving, storage, and shipment preparation.
  • Enhanced customer satisfaction by accurately fulfilling orders within tight deadlines.
  • Contributed to a positive workplace culture by maintaining a professional demeanor and supporting colleagues in their work duties.
  • Boosted warehouse efficiency by consistently meeting or exceeding productivity goals for daily tasks.
  • Collaborated with team members to optimize workflows and improve overall operational performance.

DoorDash
Tempe, AZ

Voice Order Associate
04.2024 - 12.2024

Job overview

  • Answering 50-100 calls
  • Assisting customer in placing carry out/delivery orders
  • Helped with questions regarding specific menu item
  • Reporting any specific bugs regarding ordering system/ AI
  • Assisted in AI calls to endure efficient order placing
  • Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
  • Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.

Epiq
Phoenix, AZ

Bilingual Call Center Agent
08.2023 - 11.2023

Job overview

  • Provide information based on FAQ's and cases
  • Notating all calls in multiple systems and escalating inquiries if needed
  • Adhere to QA standards
  • Maintained professional demeanor while effectively managing high-stress situations and irate callers.
  • Participated in ongoing training sessions to stay updated on industry trends, product offerings, and company policies.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in both English and Spanish languages.
  • Contributed to the achievement of departmental goals by consistently meeting or exceeding individual performance metrics.
  • Supported call center initiatives and campaigns by participating in outbound calling activities, ensuring successful project completion.
  • Improved first-call resolution rates through effective problem-solving skills and comprehensive knowledge of company offerings.
  • Collaborated with team members to optimize call center performance and improve overall service quality.
  • Provided exceptional support to customers with accurate information on products, services, and policies.

Columbia Debt Recovery
Phoenix, AZ

Collections Agent
01.2023 - 08.2023

Job overview

  • Meeting daily talk time/calls
  • Collecting past due debts
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Counseled debtors on payment options and arranged installment agreements.
  • Improved overall portfolio performance through consistent monitoring of accounts and proactive identification of potential issues.
  • Negotiated to collect balance in full.
  • Persistently reached out to customers with extremely past due accounts to recover lost revenue.
  • Processed payments and applied to customer balances.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Increased productivity levels through efficient time management and prioritization of daily tasks.
  • Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
  • Promoted a positive work environment by contributing innovative ideas for process improvement within the team.
  • Negotiated with account holders to devise repayment plans and minimize collections receivables.
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.

DailyLook
Los Angeles, California

Receiving Manager
04.2022 - 12.2022

Job overview

  • In charge of receiving team
  • Ensuring team was correctly labeling clothes
  • Checking shipping invoice and correcting any discrepancies
  • Working with inventory to make sure correct amount of inventory was added
  • Gathered and processed merchandise returns.
  • Unloaded, sorted and stored incoming merchandise.
  • Reduced product damage by establishing thorough inspection procedures during the receiving process.
  • Organized storage areas to optimize materials movements and minimize labor hours.
  • Verified deliveries against paperwork and contacted vendors to resolve discrepancies.
  • Managed inbound receiving departments.
  • Maintained accurate computer records of materials weights, bill amounts, and identified variances.
  • Trained and supervised staff in the accurate processing of inbound shipments, ensuring timely delivery to sales floor.
  • Identified areas for improvement within the receiving process, implementing changes that increased overall efficiency.
  • Led team meetings focused on continuous improvement initiatives, fostering a culture of collaboration and excellence among staff members.
  • Analyzed data trends to forecast inventory needs accurately, preventing stockouts or overstock situations.
  • Conducted counts and audits of inventories to identify and resolve discrepancies in records.
  • Enhanced performance of receiving dock associates through training, guidance and motivation.
  • Established clear expectations and performance metrics for employees, promoting accountability within the department.
  • Managed shipping and receiving team, overseeing training, schedules and work assignments.
  • Conducted regular audits of warehouse inventory, ensuring accuracy and accountability within the team.
  • Maintained positive relationships with representatives of UPS, FedEX, USPS, and DHL shipping companies.
  • Pulled, verified, and packaged items for shipment.
  • Tracked production and quality control systems to proactively identify deficiencies.

Bright Health
Tempe, AZ

Call Center Representative
12.2021 - 03.2022

Job overview

  • Take inbound calls
  • Multitasking
  • Payment
  • Healthcare Compliance(HIPA)
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.

Ashley Furniture HomeStore
Glendale, AZ

Office Supervisor
05.2021 - 09.2021

Job overview

  • Served as the main liaison between customers, management and sales team
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
  • Promoted the business as a superior provider committed to efficiency and accuracy when engaging with customers
  • Routinely answered customer questions regarding merchandise and pricing
  • Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems
  • Restocked inventory ever month and reviewed cash operation data to verify proper replenishment
  • Answered product questions with up-to-date knowledge of sales and store promotions

Ashley Furniture HomeStore
Scottsdale, Arizona

Office Supervisor
10.2019 - 05.2021

Job overview

  • Served as the main liaison between customers, management and sales team
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
  • Promoted the business as a superior provider committed to efficiency and accuracy when engaging with customers
  • Routinely answered customer questions regarding merchandise and pricing
  • Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems
  • Restocked inventory ever month and reviewed cash operation data to verify proper replenishment
  • Answered product questions with up-to-date knowledge of sales and store promotions

Ashley Furniture HomeStore
Hawthorne, CA

Office Supervisor
03.2019 - 10.2019

Job overview

  • Served as the main liaison between customers, management and sales team
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
  • Promoted the business as a superior provider committed to efficiency and accuracy when engaging with customers
  • Routinely answered customer questions regarding merchandise and pricing
  • Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems
  • Restocked inventory ever month and reviewed cash operation data to verify proper replenishment
  • Answered product questions with up-to-date knowledge of sales and store promotions

Ashley HomeStore
Los Angeles, California

Office Supervisor
07.2018 - 03.2019

Job overview

  • Served as the main liaison between customers, management and sales team
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
  • Promoted the business as a superior provider committed to efficiency and accuracy when engaging with customers
  • Routinely answered customer questions regarding merchandise and pricing
  • Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems
  • Restocked inventory ever month and reviewed cash operation data to verify proper replenishment
  • Answered product questions with up-to-date knowledge of sales and store promotions

Ashley HomeStore
Los Angeles, California

Customer Service Representative
09.2016 - 07.2018

Job overview

  • Asked open-ended questions to assess customer needs
  • Directed calls to appropriate individuals and departments
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
  • Learned, referenced and applied product knowledge information
  • Supported customers and fielded questions regarding merchandising and pricing
  • Politely assisted customers in person and via telephone
  • Developed reputation as an efficient service provider with high levels of accuracy
  • Provided an elevated customer experience to generate a loyal clientèle

Education

Synergy Quantum Academy
Los Angeles, CA

High School Diploma
07.2015 - 07.2015

University Overview

Skills

Organizational skills

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Certification

Driver's License

Timeline

Fullfillment Associate
Factor
01.2025 - 03.2025
Voice Order Associate
DoorDash
04.2024 - 12.2024
Bilingual Call Center Agent
Epiq
08.2023 - 11.2023
Collections Agent
Columbia Debt Recovery
01.2023 - 08.2023
Receiving Manager
DailyLook
04.2022 - 12.2022
Call Center Representative
Bright Health
12.2021 - 03.2022
Office Supervisor
Ashley Furniture HomeStore
05.2021 - 09.2021
Office Supervisor
Ashley Furniture HomeStore
10.2019 - 05.2021
Office Supervisor
Ashley Furniture HomeStore
03.2019 - 10.2019
Office Supervisor
Ashley HomeStore
07.2018 - 03.2019
Customer Service Representative
Ashley HomeStore
09.2016 - 07.2018
Synergy Quantum Academy
High School Diploma
07.2015 - 07.2015
Availability
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Accomplishments

Accomplishments
  • Supervised team of 3 staff members.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.

Work Preference

Work Type

Full Time

Work Location

On-SiteHybrid

Important To Me

Career advancementWork-life balanceHealthcare benefits

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Armando MartinezOffice Supervisor
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