Eden Martinez
Summary
Operations focused professional with experience supporting management, coordinating teams, and maintaining compliance across fast paced environments. Known for strong communication, adaptability, and the ability to step into changing priorities with ease. Experienced in onboarding, payroll coordination, vendor management, and audit readiness, with a people-first approach to problem solving and relationship building. Recognized for staying organized, dependable, and calm while supporting daily operations and leadership goals.
Overview
5
5
years of professional experience
8
8
years of post-secondary education
Work History
Food Safety Administrator
Dandy Cooling
Oxnard
11.2025 - Current
- Supported management with PRIMUS compliance oversight and audit readiness.
- Maintained and organized critical documentation to ensure operational standards were met.
- Coordinated with management to track compliance requirements and support daily operations.
Administration Assistant
Dandy Cooling
Belle Glade
06.2025 - 11.2025
- Recorded and organized invoices to ensure timely payment.
- Managed onboarding for new employees and supported existing staff.
- Worked with Paychex to ensure accurate timecard reporting for payroll.
- Handled employee and operational inquiries, escalating issues to management as needed.
- Partnered with management on employee coaching and documentation.
- Managed facility vendors and maintained professional vendor relationships.
Shipping Dispatcher
Dandy Cooling
03.2024 - 06.2024
- Managed 60+ daily shipment orders from a key vendor, while simultaneously handling the unique shipping requirements of four vendors, each with distinct systems, processes, and analysis needs.
- Adapted to varying vendor shipping methods, ensuring seamless operations and timely delivery despite the fast paced and high pressure environment.
- Monitored shipment statuses in real time, proactively resolving issues to minimize delivery delays and maintain customer satisfaction.
- Responded to shipment inquiries via phone, email, and in person interactions, providing prompt and professional solutions to ensure a positive customer experience.
- Collaborated with warehouse staff to expedite order processing, reducing wait times and improving overall efficiency.
- Managed high volume shipment requests during peak seasons by effectively prioritizing tasks and streamlining workflows under tight deadlines.
- Analyzed shipping data to identify trends, optimize processes, and present actionable recommendations to senior management.
Supervisor - MedicareBlue RX
Advanced Call Center Technologies San Luis
10.2023 - 03.2024
- Supervised a team of 10 agents, ensuring timely completion of coaching and performance monitors under tight deadlines during a period of company transitions.
- Conducted daily coaching and monitoring for each agent, providing tailored feedback to improve performance and meet company standards.
- Designed and implemented a system to manage and track incoming calls and inquiries, improving overall team productivity and response times.
- Led a successful initiative to resolve a backlog of 600+ unrecorded interactions, collaborating with a team of supervisors and assigning tasks to 30 agents, ensuring accurate submission within a 5-day timeframe.
- Monitored the performance and progress of three teams, keeping detailed records of each agent’s history of call tracking and data submission to maintain accuracy and reliability.
- Developed and implemented a system to streamline the recording and submission process, ensuring efficient task completion and preventing future setbacks.
- Fostered a positive work environment by promoting open communication and collaboration, reducing turnover and significantly improving team morale during challenging transitions.
Supervisor - Bank Clerk
Advanced Call Center Technologies San Luis
01.2023 - 10.2023
- Supervised a team of 14 agents, guiding them through the transition from a telecommunications environment to a secure banking environment with highly sensitive customer data.
- Conducted individualized training sessions twice weekly for each representative, ensuring proficiency in handling sensitive information and adhering to strict compliance protocols.
- Strengthened customer relationships by effectively managing transactions and addressing inquiries, contributing to improved customer satisfaction and trust.
- Monitored agent performance to ensure compliance with security measures and prevent unauthorized access to customer data.
Supervisor - Sales and Service
Advanced Call Center Technologies San Luis
11.2021 - 12.2022
- Supervised a team of 17 agents, tracking daily sales and service performance to ensure alignment with project goals.
- Conducted daily coaching sessions and performance evaluations, providing actionable feedback to support individual growth and improve team outcomes.
- Monitored real time interactions to assist agents, offering immediate feedback to enhance customer service and sales techniques.
- Successfully turned around a team with 3+ months of declining performance, achieving top project performance within a month.
- Multitasked across coaching, monitoring, and real-time assistance, ensuring smooth operations and consistent performance improvements.
Customer Service Representative
Advanced Call Center Technologies San Luis
12.2020 - 11.2021
- Delivered exceptional customer service as a representative in a high volume call center, maintaining a 95%+ customer satisfaction rate over a 4 month streak.
- Resolved an average of 100+ inquiries weekly, addressing customer concerns with empathy, patience, and tailored solutions to ensure a seamless experience.
- Consistently exceeded performance benchmarks, achieving recognition as a top performer within the team for customer satisfaction and first call resolution.
- Enhanced customer retention by identifying customer needs and resolving issues proactively, contributing to an estimated 10% increase in repeat customer interactions.
Education
Bachelor of Science - International Trade
Thunderbird School of Global Management
Phoenix, AZ 08.2023 - 01.2026
No Degree - General Studies
Arizona State University
Tempe Arizona 05.2020 - 01.2026
Skills
- Adaptability
- Client and Vendor Relations
- Communication
- Employee Onboarding and Training
- Operations and Office Management
- Payroll and Timecard Coordination
- Problem Solving
- Team Coordination
Timeline
Food Safety Administrator
Dandy Cooling
11.2025 - Current
Administration Assistant
Dandy Cooling
06.2025 - 11.2025
Shipping Dispatcher
Dandy Cooling
03.2024 - 06.2024
Supervisor - MedicareBlue RX
Advanced Call Center Technologies San Luis
10.2023 - 03.2024
Bachelor of Science - International Trade
Thunderbird School of Global Management
08.2023 - 01.2026
Supervisor - Bank Clerk
Advanced Call Center Technologies San Luis
01.2023 - 10.2023
Supervisor - Sales and Service
Advanced Call Center Technologies San Luis
11.2021 - 12.2022
Customer Service Representative
Advanced Call Center Technologies San Luis
12.2020 - 11.2021
No Degree - General Studies
Arizona State University
05.2020 - 01.2026