Arnold Martinez-Lenz
Santa Maria,CA
Summary
Customer Service Specialist with expertise in prioritizing tasks and managing multiple responsibilities in high-pressure environments. Proven track record of collaborating effectively within teams to achieve both individual and organizational objectives. Recognized for adeptly resolving escalated customer support issues, enhancing overall customer satisfaction. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
21
21
years of professional experience
Work History
Massage Therapist
Massage By Arnold
Santa Maria, CA
04.2011 - Current
- Provided independent massage services including Swedish, deep tissue, sports massage and hot stone massages
- Developed client base and grew business through emphasis on outstanding customer service
- Advised clients on type of massages best utilized, wellness, and follow up stretching exercises
- Provide outstanding customer service.
Front Box Office Officer
Indian Wells Tennis Garden LLC
Palm Desert, CA
03.2015 - 01.2025
- Processed transactions using point-of-sale systems efficiently and accurately.
- Provided excellent customer service to enhance visitor experiences and satisfaction.
- Coordinated with event staff to facilitate smooth ticketing operations during events.
- Handled customer complaints and resolved issues in a timely manner.
- Maintained knowledge of upcoming shows and promotions to inform customers effectively.
- Ensured cleanliness and organization of the box office area for operational efficiency.
- Accepted payment from customers via cash, credit card, or other forms of payment.
- Greeted patrons, answered questions, and provided information about the theatre's events.
- Utilized knowledge of venue layout to assist customers in selecting best seating options.
- Verified ticket purchases and checked for valid identification when necessary.
- Answered incoming calls promptly in a professional manner.
- Processed orders for season passes and special event packages.
- Kept lobby area clean and organized during peak hours.
- Greeted customers promptly and responded to questions.
Massage Therapist
Ritz-Carlton Bacara
Santa Barbara, CA
05.2022 - 08.2024
- Provided therapeutic massage to clients, focusing on relaxation and pain relief.
- Maintained a clean and safe work environment for optimal client comfort.
- Educated clients on self-care techniques to enhance recovery and wellness.
- Managed appointment schedules efficiently to maximize client availability and satisfaction.
- Utilized various massage techniques including deep tissue, Swedish, and sports therapy.
- Ensured compliance with industry standards and regulations for safety and hygiene.
- Performed quality, therapeutic bodywork to meet clients' needs.
- Helped clients tackle different types of stress by releasing knotted muscles with advanced massage techniques.
- Performed pre-massage consultations with clients to assess their medical history, physical condition, and desired results from the session.
- Addressed client concerns regarding areas of discomfort or pain before beginning a session.
- Personalized massage services to craft customized sessions.
- Utilized various modalities such as trigger point therapy, myofascial release, neuromuscular technique, hydrotherapy, reflexology, lymphatic drainage, acupressure points and energy healing techniques in treatments.
Bartender/Massage Therapist
Chumash Casino Resort and Spa
Santa Ynez, CA
10.2018 - 09.2020
- Mixed cocktails and beverages for guests at a premier casino resort.
- Provided excellent customer service in a fast-paced bar environment.
- Maintained cleanliness and organization of bar area during shifts.
- Collaborated with kitchen staff to ensure timely service of food orders.
- Assisted in training new bartenders on drink preparation techniques.
- Handled cash transactions and processed payments accurately.
- Stocked bar supplies and monitored inventory levels regularly.
- Engaged with guests to create a welcoming atmosphere at the resort's bar.
- Performed opening and closing duties including restocking supplies.
- Greeted customers and provided excellent customer service.
- Developed good working relationships with fellow employees through effective communication.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Managed cash drawer at the end of each shift ensuring accuracy of funds received.
- Processed payments accurately and efficiently with POS system.
- Prepared cocktails from bar recipes and served wine, draft and bottled beer.
- Resolved customer complaints in a professional manner.
- Trained new bartenders on drink preparation and upselling techniques.
- Provided therapeutic massage to clients, focusing on relaxation and pain relief.
- Customized treatment plans based on individual client needs and health conditions.
- Completed in-depth training in massage practices and used latest techniques for best results.
- Researched new products and therapy modalities to increase service offerings.
- Customized treatment strategies based on patient body composition, goals and comfort.
- Advised clients on personal care between appointments and relevant products for individual needs.
- Promoted health and wellness benefits of massage and related therapies to help clients achieve goals.
- Worked with oils and treatment aids to improve massage experiences.
- Cleaned table and space between appointments to protect client health.
- Demonstrated proficiency in using massage therapy equipment, including massage tables, chairs, and accessories.
Massage Therapist/Spa Supervisor
JW Marriott Resort and Spa
Palm Desert, CA
12.2016 - 10.2018
- Supervised daily spa operations and ensured adherence to quality standards.
- Trained and mentored staff on best practices and customer service techniques.
- Managed scheduling and coordinated appointments for optimal resource allocation.
- Oversaw inventory management and ordered supplies to maintain stock levels.
- Implemented spa protocols for hygiene and safety compliance among staff.
- Facilitated staff meetings to discuss performance expectations and service improvements.
- Developed training materials to enhance employee knowledge of spa services.
- Assisted in creating promotional offers to attract new customers to the spa.
- Anticipated spa and salon guest concerns and addressed problems quickly and to satisfaction of patrons.
- Resolved conflicts between staff members in a professional manner.
- Led profitable spa operations through budgeting, aesthetics, employee training, and renewing dormant client memberships.
- Hired, led and provided performance management for spa employees.
- Created seasonal and targeted offers to enhance visibility and generate revenue.
- Saved costs, negotiating with suppliers to maintain optimal pricing strategy.
- Guided new members on tours of spa facility and clearly explained available services, resulting in influx in new patrons.
- Conducted monthly meetings with staff to discuss operational strategies and updates.
- Provided daily supervision of spa staff to ensure efficient operations and customer satisfaction.
- Inspected facilities regularly for maintenance issues or necessary repairs.
- Recruited qualified individuals for open positions within the spa team.
- Provided therapeutic massage to clients, focusing on relaxation and pain relief.
- Customized treatment plans based on individual client needs and health conditions.
- Maintained a clean and safe work environment for optimal client comfort.
- Assisted with basic bookkeeping, filing and maintaining clients' records.
- Managed appointments through scheduling software systems with accurate records of services rendered.
- Demonstrated knowledge of anatomy and physiology to determine appropriate massage techniques for each client's needs.
- Assisted front desk staff with administrative tasks such as answering phones or taking payments from clients when needed.
- Participated in community events such as health fairs or charity fundraisers in order to promote awareness about the benefits of massage therapy.
- Collaborated with other healthcare professionals such as physicians or physical therapists when necessary for client care coordination.
- Developed personalized treatment plans to address specific health issues, such as muscle pain, injuries, and stress.
Massage Therapist
Pelican Hill Resort & Spa
Newport, CA
12.2015 - 12.2016
- Provided therapeutic massage to promote relaxation and pain relief for clients.
- Customized treatment plans based on individual client needs and health conditions.
- Created a calming atmosphere using essential oils and soothing music during sessions.
- Addressed client concerns regarding discomfort before initiating treatments.
- Recommended follow-up visits and additional services to support wellness goals.
- Utilized various modalities, including trigger point therapy and reflexology, in treatments.
- Educated clients on post-treatment care to enhance massage effects.
- Assisted patients with injury recovery through targeted massage techniques.
Lead Massage Therapist /Massage Therapist
Marriott Newport Beach Resort & Spa
Newport Beach, CA
04.2015 - 10.2015
- Delivered massage services including Swedish, deep tissue, reflexology, and custom brand techniques.
- Trained and mentored newly hired massage therapists for professional development.
- Resolved guest concerns and assisted in scheduling to enhance operational efficiency.
- Presented at department meetings to uphold Marriott core values and culture.
- Educated clients on wellness practices and self-care techniques for optimal health.
- Managed scheduling and client appointments to ensure efficient service delivery.
- Trained junior therapists on techniques and best practices in massage therapy.
- Implemented new massage techniques based on current industry trends and client feedback.
- Maintained clean, safe and well-organized work environment.
- Communicated with clients to learn about physical condition and symptoms.
- Selected and employed variety of massage techniques to meet client's needs.
Massage Therapist
Regis Monarch Beach Resort & Spa
Dana Point, CA
11.2013 - 03.2015
- Executed modalities including Swedish, Deep Tissue, and Sports Therapy massages.
Conducted client consultations to determine optimal massage types based on individual needs.
Utilized techniques such as Reflexology, Hot Stone, and Neuromuscular-trigger point therapy.
Performed wellness assessments and secured health histories through pre-client interviews.
Collaborated with fellow massage therapists to enhance overall service delivery.
Prioritized exceptional customer service for guests and team members alike. - Customized treatment plans based on individual client needs and health conditions.
- Maintained a clean and safe work environment for optimal client comfort.
Massage Therapist
Rancho Las Palmas Resort & Spa
Rancho Mirage, CA
11.2011 - 04.2013
- Executed various modalities including Swedish, Deep Tissue, and Sports Therapy massages.
Conducted consultations with clients to determine optimal massage types and wellness strategies.
Secured health histories through pre-client interviews to enhance service quality.
Assisted fellow massage therapists in delivering high-quality care and support.
Administered specialized techniques such as Prenatal, Reflexology, and Neuromuscular-trigger point massages.
Utilized aromatherapy and Hot Stone methods to promote relaxation and healing.
Performed body scrubs to complement massage therapies and enhance client experience.
Collaborated with clients on nutrition to support overall wellness goals.
Old Town Massage Owner/Manager
Massage Therapist
La Quinta, CA
11.2011 - 04.2013
- Managed free standing day spa specializing in custom massages and body scrubs
- Interviewed, hired, mentored and managed team of massage therapists, spa attendant and receptionist including scheduling, training, mentoring and payroll
- Developed monthly and annual budgets and managed variances to meet goals
- Demonstrated outstanding customer service to ensure guest experience and grow the business
- Performed modalities in Swedish, Deep Tissue, Sports Therapy, Prenatal, Reflexology, Hot Stone, Neuromuscular-trigger point massage, aromatherapy massage and body scrubs
- Consulted with clients on types of massage best utilized, wellness, nutrition, and secured health histories including pre-client interviews to ensure the optimum level of service for massages given.
Diaylysis manager
Renal Advantage Inc.
Westminster, California
05.2004 - 06.2010
- Managed daily operations of dialysis clinics across multiple locations.
- Coordinated staff schedules to ensure optimal patient care and coverage.
- Oversaw compliance with safety regulations and industry standards in treatment facilities.
- Trained and mentored nursing staff on dialysis procedures and patient management.
- Implemented quality improvement initiatives to enhance patient experience and care processes.
- Collaborated with physicians to develop individualized treatment plans for patients.
- Reviewed patient records to ensure accurate documentation and treatment protocols.
- Facilitated communication between patients, families, and healthcare teams for effective care delivery.
- Collaborated with physicians to develop individualized treatment plans for each patient.
- Analyzed monthly performance metrics related to cost containment measures taken by the department.
- Provided guidance to nursing staff regarding appropriate documentation practices for dialysis patients.
- Collaborated with physicians to develop individualized treatment plans for each patient's needs.
- Attended professional conferences and seminars relevant to emerging trends in dialysis services.
- Maintained accurate records of all departmental activities including financial transactions, staffing levels, patient care data.
- Conducted reviews of patient care and operations staff to ensure adherence to regulations and standards.
- Oversaw the hiring, training, scheduling, and evaluating of dialysis personnel.
- Developed and implemented policies, procedures, and protocols for dialysis services.
- Participated in community outreach initiatives aimed at raising awareness about kidney disease prevention.
- Reviewed reports from outside labs and facilities related to renal function tests performed on patients.
- Prepared weekly reports detailing changes in patient population demographics served by the department.
- Worked closely with other departments within the organization to ensure effective communication between teams.
- Performed quarterly audits of medical records to assess accuracy of documentation related to dialysis treatments.
- Implemented highly effective onboarding and coaching program for new and existing staff members and promoted cross-training in other areas.
Education
Associate of Occupational Studies - Massage Therapist
Kaplan College
Palm Springs, CA04-2011
Skills
- Client and management communication
- Team collaboration and leadership
- Professionalism and ethics
- Workplace positivity and career growth
- Client assessments
- Therapeutic techniques
- Staff training
- Active listening
- Effective communication
- Team collaboration
- Problem solving
- Time management
- Sales expertise
- Wellness programs
- Wellness coaching
- Client satisfaction assessment
- Relationship building and management
- Client assessment
- Front desk management
References
References: Dawn Passmore Spa Supervisor JW Marriott Resort and Spa Palm Desert, CA. (760)861-3068
Languages
Additional Information
- Academic Honors/Dean’s List / Perfect Attendance Award Recipient Student of the Month Award/Student Ambassador of Kaplan College
Timeline
Massage Therapist
Ritz-Carlton Bacara
05.2022 - 08.2024
Bartender/Massage Therapist
Chumash Casino Resort and Spa
10.2018 - 09.2020
Massage Therapist/Spa Supervisor
JW Marriott Resort and Spa
12.2016 - 10.2018
Massage Therapist
Pelican Hill Resort & Spa
12.2015 - 12.2016
Lead Massage Therapist /Massage Therapist
Marriott Newport Beach Resort & Spa
04.2015 - 10.2015
Front Box Office Officer
Indian Wells Tennis Garden LLC
03.2015 - 01.2025
Massage Therapist
Regis Monarch Beach Resort & Spa
11.2013 - 03.2015
Massage Therapist
Rancho Las Palmas Resort & Spa
11.2011 - 04.2013
Old Town Massage Owner/Manager
Massage Therapist
11.2011 - 04.2013
Massage Therapist
Massage By Arnold
04.2011 - Current
Diaylysis manager
Renal Advantage Inc.
05.2004 - 06.2010
Associate of Occupational Studies - Massage Therapist
Kaplan College