Oscar Martinez
Key Largo,Florida
Summary
With a proven track record at E-care Ambulance, I excel in team leadership and data-driven strategy development, enhancing operational efficiency and customer satisfaction. Fluent in English and Spanish, my expertise spans coaching, conflict resolution, and implementing effective training programs, significantly improving team performance and emergency response times.
Operations professional with proven expertise in optimizing workflows and enhancing productivity. Strong leadership skills with focus on team collaboration and achieving results. Known for flexibility and reliability in adapting to changing operational needs. Proficient in process improvement, resource management, and conflict resolution.
Seasoned Operations Manager and talented leader with 6 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Supervisor of Operations /Lead Dispatcher /Customer Service Representative
E-care Ambulance
09.2022 - Current
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
- Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
- Developed and implemented training programs for new hires, improving overall team productivity and performance.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Generated reports covering details about data, system operation, and error monitoring.
- Maintained spreadsheets of data across multiple systems.
- Maintained a high level of accuracy in data entry tasks, resulting in improved overall data quality.
Supervisor of Operations /Lead Dispatcher
Florida Keys Ambulance
02.2017 - 09.2022
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
- Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
- Collaborated with other departments to identify areas for improvement and implement beneficial changes across the organization.
- Participated in recruitment efforts, interviewing potential candidates to ensure they were a good fit for the company culture and possessed necessary skills for success on the job.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Improved emergency response times by implementing efficient dispatch procedures and communication protocols.
- Developed data-driven strategies for resource allocation based on historical call volume patterns and community needs assessments.
- Maintained a high level of professionalism while handling stressful situations, ensuring efficient operations in critical moments.
- Utilized advanced mapping software to accurately pinpoint caller locations, expediting ambulance response times.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Education
High School Diploma -
American Medical Academy
Miami, FL09-2021
High School Diploma -
Coral Shores High School
Tavernier, FL08-2017
Skills
- Team leadership
- Customer service
- Team development
- Conflict resolution
- Coaching and mentoring
- Recruitment and hiring
- Program planning
- Equipment management
- FLUENT IN English and Spanish
- Inventory management
- Health and safety compliance
- Project leadership
Accomplishments
- 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.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Certification
- Advanced Cardiac Life Support Certification (ACLS)
- Basic Life Support (BLS)
- Cardiopulmonary Resuscitation (CPR)
- Emergency Vehicle Operation Course (EVOC)
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Supervisor of Operations /Lead Dispatcher /Customer Service Representative
E-care Ambulance
09.2022 - Current
Supervisor of Operations /Lead Dispatcher
Florida Keys Ambulance
02.2017 - 09.2022
High School Diploma -
American Medical Academy
High School Diploma -
Coral Shores High School
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