Carrie Martinez
Omaha,NE
Summary
Seasoned Service Manager bringing 20 plus years of experience in Customer Service. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
17
17
years of professional experience
Work History
Service Manager
AT&T / Alorica
OMAHA, NE
01.2017 - Current
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Maintained effective customer service by responding to service requests quickly to increase overall sales by [Number]%.
Assistant Manager
Dollar General
OMAHA, NE
08.2015 - 12.2016
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Monitored security and handled incidents calmly.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
Chef Manager
Taher, Inc. Professional Food Service Management
Valley, NE
08.2002 - 06.2008
- Kept kitchen staff in compliance with safety and food regulations to reduce opportunities for illness or accidents.
- Placed food orders with suppliers on weekly basis, taking into account kitchen budget and expected demands.
- Developed kitchen staff through training, disciplinary action and performance reviews.
- Maintained high food quality standards by checking delivery contents to verify product quality and quantity.
- Developed new culinary programs that increased customer satisfaction and operational excellence levels.
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
- Pitched in to work line during busy periods or in place of sick employees.
- Produced and plated variety of exotic fruit-based desserts and after-dinner cheese plates.
- Instituted positive kitchen atmosphere for all staffers through effective communication, consistent training and [Skill].
- Inspected kitchens to observe food preparation quality and service, food appearance and cleanliness of production and service areas.
- Disciplined and dedicated to meeting high-quality standards.
- Trained and managed kitchen personnel and supervised related culinary activity.
- Developed and remained accountable for safety, quality, consistency and adherence to standards.
- Oversaw scheduling, inventory management and supply ordering to maintain fully stocked kitchen.
- Monitored and controlled overhead and production costs with responsibility for profit and loss.
- Reduced food costs by 37% by using seasonal ingredients, setting standards for portion size and minimizing waste.
- Account manager for food service contracts with public, private and educational institutions.
Manager
Fareway Mart Gas Station
Valley , NE
02.1998 - 06.2002
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Approved regular payroll submissions for employees.
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
- Conducted monthly inventories of raw materials and components on work floor.
- Recorded inventory sales into organization's weekly income report.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
Education
High School Diploma -
Papillion La Vista Senior High School
Papillion, NE1991
Skills
- Time Management
- Schedule Preparation
- Conflict Resolution
- Workplace Safety
- Work Planning and Prioritization
- Job Prioritizing
- Materials and Labor Costing
- Service Quality Management
- New Employee Hiring
- Verbal and Written Communication
- Budget Controls
- Inventory Management
- Policy and Procedure Enforcement
- Shift Scheduling
- Employee Relations
- Customer Service
- Critical Thinking
- Quality Assurance
- Analytical Thinking
- Multitasking and Organization
- Honest and Trustworthy
- Leadership Development
- Data Management
- Continuous Improvements
- Energetic and Outgoing
Timeline
Service Manager
AT&T / Alorica
01.2017 - Current
Assistant Manager
Dollar General
08.2015 - 12.2016
Chef Manager
Taher, Inc. Professional Food Service Management
08.2002 - 06.2008
Manager
Fareway Mart Gas Station
02.1998 - 06.2002
High School Diploma -
Papillion La Vista Senior High School
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