Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Dalia M. Martins

Lowell,MA

Summary

To utilize my educational and professional abilities to further enhance my skills in the business field.

Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.

Overview

24
24
years of professional experience
1
1
Certification

Work History

International Customer Service Specialist

Charm Sciences
06.2006 - 07.2025
  • Performed customer service/ International customer service communications via Phone, fax and email with English, Spanish, and Portuguese speaking customers or distributors. Place orders and follow each order from order entry and work with various departments including production and shipping to work on availability and logistics of shipping the order to customers and distributors. Create all necessary documents for shipping internationally. Also review each account the order is placed for, past due invoices or account past credit limit, notify the contact of amounts owed, and assisted in acquiring funds, then releasing orders on hold after funds are required
  • Managed approximately 200 incoming emails per day from customers, Freight Forwarders, and other Company departments.
  • Retrieved credit report information through Dun and Bradstreet website to establish new customers/and update customers
  • Translated documents and Manuals from English to Portuguese, and Spanish
  • Answered questions on product and pricing, and supplied quotes
  • Created contracts and evaluations for new and existing customers
  • Ran weekly and monthly reports on open orders, and sales
  • Supplied special documents; Certificate of analysis, certificate of conformity, Sole source letters, MSDS sheets, Nafta, Commercial Invoices
  • Assisted in interview and hiring of new employees
  • Assisted front office with calls, scheduling, inventory and ordering off office supplies, signing in, and greeting of visitors, distributors and vendors
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Strengthened communication skills through regular interactions with others.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Learned and adapted quickly to new technology and software applications.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Developed and maintained courteous and effective working relationships.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Manager of Sales

Lusoland Foods
01.2005 - 01.2006
  • Managed the sales team, a group of 4, in price increases/decreases, promoting new and existing products, and exploring new product
  • Ran weekly and monthly reports on open orders, and sales analysis
  • Created contracts and evaluations for new and existing customers both English Portuguese
  • Placed orders as necessary and made weekly visits to approximately 20 customers
  • Obtained and maintained new accounts
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.
  • Increased sales revenue by developing and implementing effective sales strategies.
  • Built long-lasting client relationships through excellent customer service and consistent followups.
  • Led a successful sales team by providing motivational coaching and performance-based incentives.
  • Acquired and maintained full knowledge of product technical and functional aspects to better serve customers' needs.
  • Delivered exceptional customer service by addressing concerns promptly and proactively offering solutions to issues that arose during complex transactions.
  • Enhanced product knowledge within the sales team through continuous training and workshops.
  • Negotiated contracts skillfully, ensuring mutually beneficial terms for both clients and the company.
  • Established and oversaw collaborative relationships with independent sales representatives and market-specific dealers.

International Customer Service Specialist

Watson Marlow Bredel
01.2002 - 01.2005
  • Performed customer service/ International customer service communications via Phone, fax and email through ISO procedure, with English, Spanish, and Portuguese speaking customers or distributors. Placed orders and follow each order from order entry and worked with various departments including production and shipping to work out availability and logistics of shipping the order to customers and distributors. Created all necessary documents for shipping internationally.
  • Retrieved credit report information through Dun and Bradstreet website to establish new customers/and update customers
  • Answered questions on product and pricing, and supplied quotes
  • Worked with Engineering, Purchasing and the warehouse on special orders/bids
  • Supplied special documents; Certificate of analysis, certificate of conformity, Sole source letters, MSDS sheets, Nafta, Commercial Invoices
  • Assisted front office with calls
  • Worked with Returned Goods authorizations and customer service for 10 months to assist a co worker that would be on leave
  • Performed basic duties filing, faxing, processing credit/re bills, tracking orders
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Strengthened communication skills through regular interactions with others.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Learned and adapted quickly to new technology and software applications.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Developed and maintained courteous and effective working relationships.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked effectively in fast-paced environments.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Provided personalized support to high-value clients in various regions, leveraging language skills and cultural knowledge to facilitate successful outcomes in challenging situations.
  • Increased customer retention rates by effectively addressing and resolving escalated concerns from international clients.
  • Maintained detailed records of client interactions, tracking trends and identifying opportunities for process enhancements.
  • Enhanced customer satisfaction by providing timely and accurate responses to inquiries from international clients.
  • Collaborated with global teams to develop customized solutions for complex customer issues.
  • Acted as liaison between internal departments and external vendors, ensuring timely delivery of products and services to customers around the world.

Education

Medical Interpreter Certificate - Portuguese

Bridging The Gap
Lowell, MA
07.2018

Customer Service Excellence Certificate -

Northern Essex
Lawrence, MA
10.2009

Certificate - Advanced Accounting, Business Management, Introduction to computers and Communications

Re Educational School For The Unemployed
Angra do Heroismo, Terceira Azores
07.2001

Associate in Science - Business Administrative

Middlesex Community College
Lowell, MA

Skills

  • Review Customer Accounts receivables for pending payments and or over credit limits
  • Managing Logistics, shipping/product documentation for shipping overseas/domestically and facilitating customs clearance
  • Proficient in English, European and Brazilian Portuguese, and Spanish
  • Microsoft Outlook, Word, Excel, PowerPoint
  • Syteline and ETQ software proficiency
  • Translations and Interpretations Portuguese and Spanish
  • Friendly, positive attitude
  • Teamwork and collaboration
  • Time management and Multitasking Abilities
  • Attention to detail
  • Flexible, adaptable, dependable and responsible
  • Excellent communication, active listening, verbal communication
  • Problem-solving, critical thinking, and calm under pressure
  • Organization and time management
  • Decision-making and problem resolution

Accomplishments

  • Successfully trained 3 new customer service representatives.

Certification

  • Northern Essex, Lawrence MA Customer Service Excellence Certificate

Languages

Portuguese
Native or Bilingual
Spanish
Limited Working

Timeline

International Customer Service Specialist

Charm Sciences
06.2006 - 07.2025

Manager of Sales

Lusoland Foods
01.2005 - 01.2006

International Customer Service Specialist

Watson Marlow Bredel
01.2002 - 01.2005

Medical Interpreter Certificate - Portuguese

Bridging The Gap

Customer Service Excellence Certificate -

Northern Essex

Certificate - Advanced Accounting, Business Management, Introduction to computers and Communications

Re Educational School For The Unemployed

Associate in Science - Business Administrative

Middlesex Community College

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Dalia M. Martins