Gwen Martin
Hoonah ,AK
Summary
Dynamic and proven track record at Hometown Cab LLC, enhancing customer satisfaction through strategic planning and exceptional service. Skilled in staff training and compliance, I successfully streamlined processes, resulting in improved efficiency and reliability. Known for strong decision-making and a customer-oriented approach, I drive business success through effective relationship management.
Overview
2025
2025
years of professional experience
Work History
Owner/Operator
Hometown Cab LLC
- Managed daily operations, ensuring efficient dispatch and scheduling of transportation services.
- Oversaw vehicle maintenance and compliance with safety regulations to enhance operational reliability.
- Coordinated training for new drivers, emphasizing customer service and safety protocols.
- Implemented strategic marketing initiatives to increase local market presence and customer engagement.
- Developed and maintained relationships with local businesses to establish partnership opportunities.
- Analyzed operational data to identify trends, enhancing service efficiency and customer satisfaction.
- Streamlined booking processes through technology integration, improving response times and accessibility.
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Ensured compliance with relevant regulations, maintaining proper documentation and licensing requirements.
- Developed business plan, processes and procedures to provide superior Product or Service to customers.
- Trained and motivated employees to perform daily business functions.
- Oversaw the hiring process, selecting highly skilled candidates who contributed significantly to company success.
- Facilitated open communication channels among staff members, promoting teamwork for enhanced performance.
- Contributed positively to the local community through involvement in various events or charitable organizations.
- Operated with safety and skill to avoid accidents and delays.
- Obtained necessary permits and licenses to operate various commercial vehicles legally.
- Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.
- Minimized delays by planning and adjusting routes to account for changing weather and traffic conditions.
- Maintained daily, legible DOT log book and submitted corresponding documents.
- Kept accurate records of cargo delivery times and vehicle maintenance to provide documentation to dispatch for billing and inventory purposes.
- Completed daily inspections, basic maintenance and common repair actions to keep equipment operating at full capacity.
- Documented mileage, deliveries, pickups, customer issues and damages.
- Completed preventive maintenance checks and basic repairs to vehicles.
Distribution Sales Clerk PTF
USPS
02.2022 - 05.2024
- Assisted customers with product selection and inquiries, enhancing overall shopping experience.
- Processed transactions efficiently using point-of-sale systems, ensuring accuracy in cash handling.
- Maintained organized merchandise displays, contributing to improved store layout and customer navigation.
- Collaborated with team members to replenish stock, ensuring product availability and visual appeal.
- Addressed customer concerns promptly, fostering positive relationships and repeat business.
- Monitored inventory levels regularly, identifying discrepancies and suggesting corrective actions to management.
- Maintained a clean, organized sales floor to promote a pleasant shopping experience for customers.
- Developed strong relationships with customers, driving repeat business and loyalty.
- Processed transactions quickly and accurately, maintaining a high level of customer satisfaction.
- Kept front check out area clean and organized for efficient service.
- Processed payments and returns with accuracy and efficiency.
- Placed new merchandise on shelves and racks in appealing, organized arrangements to drive sales.
- Opened and closed store by balancing cash registers and receipts.
- Demonstrated strong communication skills while interacting with diverse clients, building rapport that facilitated successful transactions.
- Handled all incoming and outgoing mail distribution; following all policies and USPS requirements.
Bartender
The Office Bar LLC
10.2009 - 11.2013
- Crafted cocktails and beverages according to standard recipes, ensuring high quality and consistency.
- Provided exceptional customer service, engaging with patrons to enhance their experience.
- Operated bar equipment efficiently, maintaining cleanliness and organization in work area.
- Managed inventory by tracking supplies and assisting with restocking as needed.
- Trained new bartenders on proper techniques, safety protocols, and customer interaction standards.
- Implemented strategies for improving service speed during peak hours, enhancing overall efficiency.
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Kept bar presentable and well-stocked to meet customer needs.
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
- Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Assisted with staff training, sharing expertise in bartending techniques and customer service best practices.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Educated customers on drink options, making personalized recommendations based on preferences or dietary restrictions.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Maintained extensive knowledge of cocktail recipes and preparation techniques, ensuring high-quality beverage menu.
- Managed inventory to prevent shortages, conducting weekly stock checks and placing timely orders.
- Contributed to event success, planning beverage menus and efficiently serving large groups.
- Handled cash and card transactions accurately, reducing discrepancies and balancing till at end of each shift.
- Adapted to fast-paced environment, effectively managing multiple drink orders simultaneously without compromising quality.
- Developed loyal clientele by engaging in friendly conversations and providing exceptional service.
- Boosted beverage sales, designing and promoting range of signature cocktails.
- Regularly cleaned and sanitized bar area, beer lockers, refrigeration and storage areas.
- Verified drinking age requirements of customers by carefully reviewing photo identification.
- Kept bar stocked with liquors, juices and garnishes for drinks.
- Upheld strict regulations for safe alcohol service and food safety.
- Assisted with inventorying beverage stock and bar supplies.
- Used extensive knowledge of beer, wine and spirits to make informed recommendations to customers.
- Prepared custom drink orders by accurately measuring and mixing house ingredients.
- Mixed unique and interesting cocktails for customers, including bar specials.
- Tracked bar stock levels and promptly replenished low materials to prevent shortages.
- Prepared garnishes by evenly slicing and pitting fruits.
- Created attractive bar displays by strategically arranging bottles and glasses.
- Practiced safe work habits, wearing protective equipment and consistently following MSDS and OSHA standards.
On Site Manager
Icy Strait Point
04.2010 - 10.2010
- Managed daily operations to ensure smooth guest experiences and staff coordination.
- Trained and mentored team members on service standards and operational procedures.
- Implemented process improvements that enhanced efficiency in service delivery.
- Oversaw inventory management, ensuring adequate supplies for peak operational periods.
- Collaborated with departments to resolve guest issues promptly and effectively.
- Monitored compliance with health and safety regulations across all onsite activities.
- Analyzed feedback to identify areas for improvement in guest services and staff training.
- Monitored project progress closely, making adjustments as necessary to keep timelines on track without sacrificing quality or safety standards.
- Coordinated with subcontractors for timely completion of tasks, facilitating smooth project progression.
- Facilitated collaboration between cross-functional teams, supporting successful project outcomes through effective teamwork.
- Demonstrated adaptability by managing multiple projects concurrently while maintaining superior performance levels across all jobsites.
- Managed daily onsite activities, ensuring quality workmanship and adherence to safety protocols.
- Developed strong relationships with clients, resulting in repeat business and excellent referrals.
- Collaborated with other departments within the organization to share knowledge and resources as needed for better overall efficiency.
- Enhanced client satisfaction by consistently meeting project deadlines and maintaining clear communication throughout the project lifecycle.
- Improved overall productivity by continually evaluating and adjusting processes to optimize performance.
- Resolved conflicts among team members, fostering a positive work environment conducive to productivity.
- Oversaw procurement of materials and equipment, ensuring availability when needed to prevent delays or disruptions in workflow.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Computer Technician/Assistant Supervisor
Tlingit and Haida Technology Industries
07.2004 - 11.2007
- Assisted in troubleshooting hardware and software issues to ensure optimal system performance.
- Supported installation and configuration of computer systems and peripherals for end-users.
- Provided technical support through phone, email, and in-person interactions to resolve user inquiries.
- Documented workflows and procedures to enhance team efficiency and knowledge sharing.
- Collaborated with senior technicians on system upgrades and maintenance tasks for improved reliability.
- Trained new staff on technical processes and best practices for enhanced team productivity.
- Collaborated with senior technicians to identify areas for process improvements in the IT department.
- Assisted in upgrading company network infrastructure for increased efficiency and security.
- Helped IT team achieve department goals by consistently meeting deadlines and providing high-quality work on assigned tasks.
- Maintained a secure computing environment by implementing appropriate firewall configurations and antivirus solutions.
- Safeguarded sensitive information by adhering to strict data privacy regulations during hardware repairs or data recovery efforts.
- Supported the IT department with detailed documentation of system issues, resolutions, and inventory records.
- Optimized computer performance by conducting routine maintenance tasks, such as virus scans and disk cleanups.
- Ensured data integrity with regular backups, updates, and proper file management practices.
- Reduced downtime by effectively diagnosing and resolving complex technical problems.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Proved successful working within tight deadlines and a fast-paced environment.
- Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
- Diagnosed and troubleshot hardware, software and network issues.
- Tested new software and hardware prior to deployment.
- Generated reports to track performance and analyze trends.
- Helped streamline repair processes and update procedures for support action consistency.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Trained new employees on operational procedures, enhancing team efficiency and performance.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Conducted regular reviews of operations and identified areas for improvement.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained database systems to track and analyze operational data.
- Created and managed project plans, timelines and budgets.
Gaming Supervisor
Alaska Native Sisterhood, Camp 12
09.2003 - 07.2004
- Supervised daily gaming operations, ensuring compliance with industry regulations and organizational standards.
- Trained new staff on gaming procedures, enhancing team performance and operational efficiency.
- Developed and implemented strategies for maintaining a safe and engaging gaming environment.
- Monitored gameplay activities, addressing issues promptly to ensure a positive experience for participants.
- Reviewed incident reports and provided feedback to improve service delivery and minimize risks.
- Led team meetings focused on best practices, fostering a culture of continuous improvement among staff members.
- Ensured legal compliance by maintaining accurate records of all transactions, incidents, and surveillance observations.
- Assisted in the recruitment process for new hires, participating in interviews and selection decisions.
- Increased revenue with thorough analysis of gaming trends and targeted marketing initiatives.
- Contributed to business growth by identifying areas for improvement in game offerings and recommending new products or services.
- Improved team performance by conducting regular training sessions on gaming rules, procedures, and customer service techniques.
- Boosted customer loyalty by creating engaging promotions that encouraged repeat visits from valued patrons.
- Maintained strong relationships with vendors to ensure timely delivery of supplies and equipment repairs.
- Evaluated team members regularly to identify areas for professional development opportunities or disciplinary action as needed.
- Consistently met or exceeded departmental goals through effective leadership skills combined with a focus on continuous improvement.
- Monitored gaming floor activities for compliance, ensuring a safe and secure environment for patrons and employees.
- Fostered a positive work environment through effective communication, teamwork, and recognition of employee achievements.
- Participated in regular meetings with upper management, providing insightful input and recommendations to drive strategic decision-making processes.
- Enhanced customer satisfaction by efficiently resolving disputes and providing exceptional guest service.
- Managed daily cash flow effectively, ensuring proper handling of financial transactions and safeguarding company assets.
- Trained, supervised and evaluated workers.
- Observed players for signs of cheating, notifying security staff of discovered evidence.
- Enforced safety rules and reported or remove safety hazards as well as underage, intoxicated or disruptive guests.
- Eliminated customer service issues by quickly resolving disputes and correcting problems.
- Performed paperwork required for monetary transactions.
- Supervised distribution of complimentary meals, rooms and other discounted bonuses.
- Enforced safety rules and removed safety hazards while monitoring gaming floors.
- Monitored game operations to enforce house rules as well as tribal, state and federal regulations.
- Oversaw currency exchange requests for customers, confirming provision of requested combinations of bills and coins.
- Efficiently managed accurate money transfers and protected transactions with standardized procedures.
Education
Associate of Science - Business Administration And Management
Alaska Pacific University
Anchorage, AK05.1987
Skills
- Operations management
- Documentation and reporting
- Hiring
- Business planning
- Staff training and development
- Personnel management
- Staffing
- Operations oversight
- Inventory management
- Strategic planning
- Payroll processing
- Relationship management
- Human resources
- Financial analysis
- Operational reporting
- Budget development
- Human resource management
- DOT compliance
- Performance analysis
- Financial planning
- Mechanical recoveries
- Business operations management
- Client relationship management
- Recruiting and hiring
- Financial reporting
- Accounting principles
- Regulatory compliance
- Cashflow management
- Strong work ethic
- Decision-making
- Dependable and reliable
- Customer service
- Customer-oriented
- Equipment operation
- Schedule management
- Materials transport
- Vehicle inspections
- Accurate record keeping
- Safe driving practices
- Safe driving
- GPS and route planning
- Document management
- Transportation safety
- Vehicle systems
- Vehicle maintenance
- Route planning
- Delivery scheduling
- Inclement weather driving
- Shipping and packaging
- Class A commercial Driver's license
- Defensive driver training
- Time management
- Mechanical tools
- Attention to detail
- Verbal and written communication
- Heavy lifting
- Basic maintenance
- Vehicle inspection
- Equipment maintenance
- Emergency response
- Invoice verification
- Courteous and polite demeanor
- Trip planning
Timeline
Distribution Sales Clerk PTF
USPS
02.2022 - 05.2024
On Site Manager
Icy Strait Point
04.2010 - 10.2010
Bartender
The Office Bar LLC
10.2009 - 11.2013
Computer Technician/Assistant Supervisor
Tlingit and Haida Technology Industries
07.2004 - 11.2007
Gaming Supervisor
Alaska Native Sisterhood, Camp 12
09.2003 - 07.2004
Owner/Operator
Hometown Cab LLC
Associate of Science - Business Administration And Management
Alaska Pacific University