Summary
Overview
Work History
Education
Skills
Timeline
Generic

Crystal Martinez

Mulberry,FL

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Making sure the guest are happy with their dine in experience and welcoming them to come back in and visit. Handling phone calls from guest that were not satisfied with their visit and making it better.

Overview

9
9
years of professional experience

Work History

Call Center Team Lead

GEICO
Lakeland, Florida
09.2022 - 02.2024
  • Provided coaching and guidance to call center team members on customer service skills.
  • Developed and implemented processes for customer service operations.
  • Conducted regular performance reviews of team members.
  • Monitored incoming calls, emails, and chat messages for quality assurance purposes.
  • Resolved escalated customer inquiries in a timely manner.
  • Analyzed customer feedback surveys to identify areas of improvement.

Manager

Applebee's
Riverview, FL
05.2020 - 12.2023
  • Trained employees on additional job positions to maintain coverage of roles at all times.
  • Greeted and encouraged feedback from customers.
  • Evaluated store performance and incorporated feedback to implement improvement plans.
  • Set sales and profit goals and implemented plans to correct performance deficiencies.
  • Managed shifts in absence of store manager to deliver excellent customer service while promoting sales.

Waitress

Applebee's Neighborhood Grill & Bar
Riverview, FL
01.2015 - 04.2020
  • Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.
  • Maintained accuracy while handling payments, giving change and printing receipts to customers.
  • Checked on guests to verify satisfaction with meals and suggested additional items.

Carside Specialist

Applebee's Grill + Bar
Plant City, FL
03.2015 - 05.2016
  • Handled cash, credit card and check transactions.
  • Processed cash, credit card and check payment for services.
  • Refilled condiments, napkins and server workstations.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.

Education

High School Diploma -

Strawberry Crest High School
Dover, FL
05.2015

Skills

  • High-volume dining
  • Point of Sale (POS) system operations
  • Menu memorization
  • Food safety understanding
  • High-volume calls for to-go
  • FLUENT IN SPANISH
  • Policy Enforcement
  • Call Monitoring
  • Staff Motivation
  • Reporting skills

Timeline

Call Center Team Lead

GEICO
09.2022 - 02.2024

Manager

Applebee's
05.2020 - 12.2023

Carside Specialist

Applebee's Grill + Bar
03.2015 - 05.2016

Waitress

Applebee's Neighborhood Grill & Bar
01.2015 - 04.2020

High School Diploma -

Strawberry Crest High School

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