Felisia Martinez
Summary
Experienced in managing diverse teams and optimizing operations in high-pressure environments. Strong background in financial oversight, inventory management, and customer service excellence drives continuous improvement and operational success.
Overview
17
17
years of professional experience
Work History
General Manager
The Cheesecake Factory
Dallas
11.2020 - Current
- Oversaw daily operations of a high-volume restaurant environment.
- Managed staff recruitment, training, and performance evaluations effectively.
- Led financial planning, budgeting, and cost control initiatives successfully.
- Coordinated inventory management, ensuring product availability aligned with customer demand.
- Enhanced guest experience through staff engagement and service standards.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Maintained compliance with health regulations and quality standards consistently.
- Guided management and supervisory staff to promote smooth operations.
- Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Conducted regular meetings with senior management team to review progress against established objectives.
- Fostered positive work environment through team building activities that promoted interdepartmental collaboration.
- Pursued personal growth through additional training courses, earning 6 badge certifications.
- Structured HR consulting services to support clients during organizational developments and changes.
Medical Call Center Representative
Baylor Scott & White Medical Center
Dallas
10.2019 - 10.2020
- Handled high-volume inbound calls, resolving patient inquiries and concerns efficiently.
- Provided accurate information regarding medical services and appointment scheduling.
- Collaborated with physicians, nurses, and staff to streamline communication and improve patient care.
- Maintained confidentiality of patient information in compliance with regulations.
- Documented detailed call notes in the electronic health record system.
Dispatcher
A-star Wilson Group LLC. - Wilson’s heat air and plumbing
02.2016 - 10.2019
- Coordinated daily dispatch operations for HVAC and plumbing services, ensuring optimal service delivery.
- Facilitated rapid dispatch of emergency services, optimizing response times for urgent requests.
- Facilitated communication between technicians and clients, enhancing service timeliness and satisfaction.
- Assigned drivers to routes based on customer needs, improving route efficiency and response times.
- Utilized scheduling software to assign jobs efficiently to field personnel.
- Maintained accurate records of service calls and technician assignments.
- Assisted in training new dispatch staff on systems and procedures.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
Sales Associate
Finish Line Inc.
05.2013 - 05.2016
- Guided customers in product selection and delivered tailored service to enhance shopping experience.
- Executed sales, operated cash register, stocked shelves, set up merchandise displays, maintained cleanliness, and consistently exceeded company standards.
- Processed sales transactions efficiently using point-of-sale systems.
- Maintained organized store displays to enhance product visibility and appeal.
- Monitored inventory levels and restocked merchandise to meet demand.
- Participated in promotional activities to increase customer engagement and boost store traffic.
Lead Hostess/Office Admin
Free Range Concepts - The Rustic
10.2013 - 12.2015
- Opened and set up restaurant to meet company standards, processed new hire paperwork, updated menus and floor plans, and coordinated preparations for special events.
- Greeted guests warmly and guided them to tables, enhancing their dining experience.
- Managed reservation system to optimize seating arrangements.
- Trained and mentored new host staff on service protocols.
- Organized and managed logistics for large parties during special events such as birthdays or anniversaries.
- Maintained cleanliness and organization of the front entrance area.
- Performed opening and closing duties such as setting up tables, restocking supplies and cleaning work areas.
- Communicated any issues or complaints to management in a timely manner.
Receptionist/Treatment Coordinator
Dental Republic
05.2014 - 12.2014
- Welcomed patients, creating positive first impressions that enhance patient experience.
- Scheduled appointments using dental management software for efficient patient flow.
- Coordinated communication between dental staff and patients, ensuring seamless operations and patient satisfaction.
- Assisted in managing billing processes and verifying insurance information to facilitate accurate patient accounts.
Sales Lead Associate/Keyholder
Footlocker Inc.
10.2009 - 05.2013
- Coordinated inventory management to maximize stock availability for customers.
- Led sales team in delivering exceptional customer service experiences.
- Trained and mentored new staff on product knowledge and effective sales techniques, improving team performance.
- Implemented visual merchandising strategies that elevated product displays and attracted customer attention.
- Managed cash register operations using POS system and processed sales and returns.
- Managed key holder responsibilities such as opening and closing the store, setting alarms.
Education
Richland Community College
Dallas, TX01-2010
Skyline High School
Dallas, TX05-2009
Skills
- Fleet management software
- Regulatory compliance
- Operational efficiency
- Supply chain management
- Inventory management
- Quality assurance processes
- Sales optimization
- Profit and loss
- Team leadership
- Training supervision
- Staff training programs
- Microsoft Office
- Administrative support
- Hands on Training
- Typing 45 wpm
- Fast learner
- Hands on Training
Personal Information
Authorized To Work: U.S. for any employer
Timeline
General Manager
The Cheesecake Factory
11.2020 - Current
Medical Call Center Representative
Baylor Scott & White Medical Center
10.2019 - 10.2020
Dispatcher
A-star Wilson Group LLC. - Wilson’s heat air and plumbing
02.2016 - 10.2019
Receptionist/Treatment Coordinator
Dental Republic
05.2014 - 12.2014
Lead Hostess/Office Admin
Free Range Concepts - The Rustic
10.2013 - 12.2015
Sales Associate
Finish Line Inc.
05.2013 - 05.2016
Sales Lead Associate/Keyholder
Footlocker Inc.
10.2009 - 05.2013
Richland Community College
Skyline High School