Gloria Martinez
Summary
Committed and achievement-oriented professional with a demonstrated history in customer service, administrative operations, and project management. Proficient in client interactions, discrepancy resolution, and delivering exceptional customer support. Thrives in dynamic, fast-paced settings, consistently achieving goals with efficiency and precision. Eager to apply a versatile skill set and a commitment to accuracy to enhance a dynamic team as a Passport Specialist.
Overview
8
8
years of professional experience
Work History
Passport Acceptance Agent
CGI Federal Contractor
09.2023 - Current
- Scrutinize information across diverse forms and accompanying documents to ensure compliance with guidelines, minimizing the likelihood of application rejections
- Thoroughly examine evidence of citizenship to ascertain authenticity and adequacy, aligning with mandated laws, regulations, and procedures for passport issuance while verifying the accuracy of recorded information on applications
- Efficiently generate credit card payments, process refunds, void transactions, and meticulously verify and report on all completed transactions
- Undertake routine data entry and various office support tasks, including sorting, photocopying, distributing, and filing documents in both digital and hard-copy formats
- In accordance with guidance from DOS Passport Specialists, create correspondence to address application discrepancies, encompassing Rewrites, Re-issues, and systematic re-batching into the system
- Demonstrate polite and courteous communication, both over the phone and in person, with clients, colleagues, and agencies
- Conduct critical analysis of daily workload to enhance customer service and operational efficiency
- Exhibit an exceptional level of attention to detail, precision, and organizational skills in all tasks.
Lead Hostess/Receptionist
Nusr-et Steakhouse Miami
10.2021 - 08.2023
- Process new bookings, modify, or cancel reservations as needed
- Review the reservations system for VIP guests or special requirements
- Provide customers with information on restaurant facilities, customer telephones, and taxi services
- Convey restaurant policies and messages to diners
- Aid managers in arranging floor plans for 800+ nightly covers
- Accept table changes from supervisors and managers
- Convey problems and improvement ideas to management
- Collaborate with colleagues for optimal restaurant and guest outcomes
- Demonstrate call center operations and phone etiquette
- Possess product and menu knowledge
- Handle pre-fixed menu contracts for large events.
Property Manager
Fenggshui LLC
01.2020 - 01.2021
- Manage overall business and administrative functions, encompassing customer service, facility security/maintenance, and supervision of contractedservices
- Successfully negotiate and secure contracts for office and building equipment, coordinating with property management schedules for repairs andupgrades
- Conduct daily operations briefings for employees, ensuring adherence to company rules and regulations, and successful dissemination ofpertinent information
- Maintain weekly inventory, procure necessary equipment, and monitor property preservation's budget and payroll
- Stay updated on new Payment Protection Program (PPP) legislation to optimize company payments
- Oversee payroll processes.
Hostess
CUT By Wolfgang Puck
12.2019 - 03.2020
- Check-in guests using the Open Table System and Seven Rooms (50-cover count) for exclusive VIP clientele
- Accommodate guest preferences, including booths, ADA requirements, and future date reservations, while organizing floor charts for servers
- Manage coat check services and engage in pre-bussing activities
- Demonstrate in-depth product knowledge of the menu and wine list
Human Resources/Bookkeeping Manager
Premier Recording Studios
01.2019 - 01.2020
- Collaborated with department heads to comprehend talent requirements, achieving a 33% reduction in time-to-hire
- Supported managers in utilizing objectives and performance reviews for individual development coaching
- Led the migration to QuickBooks
- Compiled financial data for audits
- Conducted data entry, transaction collection, debit tracking, and maintained financial records.
Hostess
Del Friscos Double Eagle Steakhouse
01.2019 - 12.2019
- Greet guests warmly and amicably upon arrival
- Handle guest seating and maintain the seating chart
- Monitor restaurant activity to optimize seating and dining flow
- Address guest inquiries and requests promptly and with friendliness
- Perform opening and closing duties as required
- Collaborate with team members and other departments to foster positive working relationships.
Hostess
STK Steakhouse
01.2018 - 12.2018
- Utilize the Open Table System to check in guests.
- Organize server floor plans, blocking reservations if overbooked
- Aid in processing Caviar, Grub Hub, and Seamless To Go orders
- Operate the MICROS POS System
- Update Al Carte and Wine menus
- Cultivate relationships with regular and VIP guests
- Escort guests to seating areas, provide menus, and highlight daily specials.
Cocktail Waitress
Dream Downtown Hotel
01.2017 - 12.2017
- Service for hotel guests and walk-ins from the sister restaurant "Bodega Negra," including bottle service at the lounge/pool
- Possess 100% product knowledge of cocktails, wine, and the restaurant menu
- Complete alcohol and allergen training
- Handle payment and room charges collection
- Service and set up for over 300 banquet guests
- Operate the MICROS POS System.
Hostess/Server/ Sales Administrator GPA
Lucky Strike Lanes& Lounge
01.2016 - 12.2016
- Coordinate private events for over 300 guests
- Execute event contracts in alignment with sales and company policies, including bottle service
- Demonstrate product knowledge of cocktails, wine, and the restaurant menu
- Operate the MICROS POS System and manage online reservation systems
- Provide exceptional customer service
- Exhibit proficiency in call center operations.
Education
Bachelor of Arts - BUSINESS MANAGEMENT & ECONOMICS
THE CITY COLLEGE OF NEW YORK
New York, NYAssociate of Science - LIBERAL ARTS: SOCIAL SCIENCES MAJOR CONCENTRATIONS
LAGUARDIA COMMUNITY COLLEGE
Queens, NY12.2014
Skills
- Proficient in bilingual communication
- Customer Complaint Resolution
- Ability to adapt to changing tasks and work pressures
- Strong organizational and administrative skills
- Proficient in using relevant software and systems
- Skilled in customer support
- Experienced with Microsoft, Excel
- Capable of troubleshooting and providing IT support
- Knowledgeable in cybersecurity
- Familiar with QuickBooks and ADP payroll systems
- Conducts internet research effectively
- Well-versed in social media marketing
- Competent in digital marketing and marketing advertisement
- Experienced in call center operations
Timeline
Passport Acceptance Agent
CGI Federal Contractor
09.2023 - Current
Lead Hostess/Receptionist
Nusr-et Steakhouse Miami
10.2021 - 08.2023
Property Manager
Fenggshui LLC
01.2020 - 01.2021
Hostess
CUT By Wolfgang Puck
12.2019 - 03.2020
Human Resources/Bookkeeping Manager
Premier Recording Studios
01.2019 - 01.2020
Hostess
Del Friscos Double Eagle Steakhouse
01.2019 - 12.2019
Hostess
STK Steakhouse
01.2018 - 12.2018
Cocktail Waitress
Dream Downtown Hotel
01.2017 - 12.2017
Hostess/Server/ Sales Administrator GPA
Lucky Strike Lanes& Lounge
01.2016 - 12.2016
Bachelor of Arts - BUSINESS MANAGEMENT & ECONOMICS
THE CITY COLLEGE OF NEW YORK
Associate of Science - LIBERAL ARTS: SOCIAL SCIENCES MAJOR CONCENTRATIONS
LAGUARDIA COMMUNITY COLLEGE
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