Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Dalkis Martinez

Kannapolis,NC

Summary

High-energy Customer Service Representative in Retail and Automotive Industry with a proven track record of strengthening operational procedures, enhancing team productivity, and streamlining processes. Adaptable in changing environments and skilled in strategic decision-making. Performance-oriented and dedicated to boosting long-term business success.

Overview

25
25
years of professional experience

Work History

Assistant General Manager

Advance Auto Parts
Charlotte, NC, NC
07.2007 - Current
  • Managed over 50 customer calls per day
  • Handled cash accurately and prepared deposits.
  • Prompt handling of any customer complaints for product or operational standards
  • Hands on experience in training sales associated, monitoring inventory, task assignment, multi-line phone systems, and opening/closing manager duties oversee weekly scheduling process
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Helped customers complete purchases, locate items and join reward programs.
  • Mentored and motivated team members to achieve challenging business goals
  • Managed daily operations of the store, including scheduling and supervising staff.
  • Ensured that customer service standards were met or exceeded at all times.
  • Monitored inventory levels and placed orders for new stock as needed.

Fraud & Claims Operations Representative Bilingual

Wells Fargo
Charlotte, NC
11.2022 - 05.2024
  • Support fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offer ideas to mitigate risks through effective authentication of customers in order to prevent fraudulent activity
  • Perform moderately complex customer support tasks by utilizing solid communication, verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information as a part of resolving a claim
  • Receive direction from managers and escalate non-routine questions
  • Oversee multiple claim types, and take appropriate action to decision the case using multiple systems and applications
  • month Call Center Experience
  • Customer service skills with the ability to make both outbound and inbound phone calls
  • Experience processing items high production call volume
  • Strong analytical skills with high attention to detail and accuracy
  • Ability to read, analyze, and interpret documents/reports
  • Ability to make timely and independent judgement decisions while working in a fast-paced and results-driven environment
  • Ability to navigate multiple computer system windows, applications and utilize search tools to find information
  • Ability to work effectively, as well as independently, in a team environment
  • Excellent verbal, written, and interpersonal communication skills
  • Strong analytical skills with high attention to detail and accuracy
  • Intermediate Microsoft Office skills
  • Bilingual speaking/listening proficiency in Spanish/English
  • Conducted reviews of flagged transactions and reports that showed potential suspicious activity.

Inspector and Machine Operator Assistant

Shawsheen Coating & Converting
Andover, MA, MA
12.1999 - 07.2007
  • Ensured production remained at optimal levels
  • Guaranteed exceptional quality for all customer orders
  • Administered proper packaging of customer orders.
  • Collaborated efficiently with team operators in equipment handling
  • Adhered to procedures established by OSHA and company guidelines
  • Achieved 10% growth in sales
  • Developed schedules to ensure timely project completion
  • Displayed courteousness, warmth, and an eager attitude to provide help whenever necessary

Education

High School Diploma -

Lawrence High School
Lawrence, MA
1990

Skills

  • Bilingual Proficiency
  • Cash Management
  • Customer Service Management
  • Operational Management
  • Operational Logistics
  • Training and Development Skills
  • Supervision & Leadership
  • Goal-Oriented Focus
  • Business Operations Knowledge
  • Data Analysis in Excel
  • Incident Reporting
  • Fraud Analysis Proficiency
  • Skilled in Prevent Strategies
  • Relationship Building
  • Welcoming Attitude
  • Conflict Resolution Expertise
  • Fluent in Spanish
  • Professional Communication Skills
  • Fraud Detection Patterns
  • Strong Verbal and Written Skills
  • Detail-Oriented Planning
  • Consistent Integrity
  • Team leadership expertise
  • Sales Coaching
  • Retail Inventory Management
  • Decision-Making
  • Attention to Detail

Languages

Spanish
Professional
English
Professional

References

References available upon request.

Timeline

Fraud & Claims Operations Representative Bilingual

Wells Fargo
11.2022 - 05.2024

Assistant General Manager

Advance Auto Parts
07.2007 - Current

Inspector and Machine Operator Assistant

Shawsheen Coating & Converting
12.1999 - 07.2007

High School Diploma -

Lawrence High School

Similar Profiles

CREATE PROFILE
Dalkis Martinez