Jessica Martinez
San Jose,CA
Summary
Versatile and results-driven professional with a proven track record at Divine Angels Mortuary Transport, adept in staff supervision and project management. Excelled in enhancing customer satisfaction and streamlining operations, demonstrating exceptional time management and problem-solving skills. Achieved significant improvements in team performance and service delivery through effective recruitment and workload management. Knowledgeable dispatcher with several years of experience. Adept at checking on field personnel and solving concerns with self-directed and flexible approach. Great team management and complex problem-solving skills. Resourceful multitasker with proven skills in scheduling drivers, optimizing routes and prioritizing calls.
Overview
19
19
years of professional experience
Work History
Asst Manager
Divine Angels Mortuary Transport
San Jose, CA
01.2013 - 02.2025
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Communicated regularly with customers to gain insights into their needs.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Resolved conflicts between team members in an effective manner.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Managed customer service inquiries and complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed a system for tracking inventory and ordering supplies as needed.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Responded immediately to emergencies by initiating outbound calls to police agencies and emergency contacts.
- Enforced strict safety rules and regulations to protect workers and minimize company liability.
- Supervised driver dispatching, route planning, and vehicle tracking for driving team.
- Provided guidance to drivers regarding routes, traffic conditions, and other related issues.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Caseworker
Lifemoves
San Jose, CA
09.2023 - 01.2025
- Maintained and developed community relationships to support various client referrals.
- Assisted clients with job searches, budgeting, parenting skills, housing resources and other social services as needed.
- Participated in multidisciplinary teams to review and plan client care.
- Built trust and rapport with clients to facilitate effective support.
- Evaluated clients and formulated individualized service plans outlining short-term and long-term goals.
- Participated in weekly team meetings to discuss case management strategies and review progress towards established goals.
- Met with clients to conduct needs assessments, recommending appropriate support and service offerings.
- Maintained updated progress notes and case record and documented children's progress in recreational activities, treatment plans and education.
- Managed caseload efficiently, prioritizing tasks to meet client needs and deadlines.
- Prepared reports and case notes detailing client interactions and progress.
- Improved outcomes and successes by utilizing multidisciplinary risk identification and management in care planning.
- Encouraged and motivated clients to develop new coping mechanisms and techniques to drive behavior modification.
Inside Sales Representative
Best Movers Illinois
San Jose, CA
01.2009 - 01.2013
- Participated in trade shows and sales events to promote products and network with potential clients.
- Provided customers with product information, pricing and availability.
- Assisted in resolving customer complaints in a prompt manner.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
- Conducted cold calls to generate new business leads.
- Responded promptly to customer inquiries and resolved issues to ensure customer satisfaction.
- Participated in trade shows and conventions to generate leads.
Dispatcher
Los Gatos Answering Service
Los Gatos, CA
01.2006 - 01.2009
- Assigned drivers to appropriate routes based on customer needs.
- Maintained current knowledge of personnel in field and completed deliveries or delays.
- Provided timely updates to customers regarding their orders or requests.
- Leveraged GPS devices and computer programs to plan routes, update customers or advise drivers about upcoming issues.
- Recorded results of service calls to create report summaries for senior management.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
- Kept detailed and updated records of calls in physical and electronic databases.
- Maintained logs of all incoming calls and assigned tasks.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Relayed work orders, messages or information using telephones or two-way radios.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Supervised driver dispatching, route planning, and vehicle tracking for driving team.
Education
High School Diploma -
Wilson
Santa Clara, CA06-2000
Skills
- Sales monitoring
- Budget assistance
- Recruiting and interviewing
- Vendor relationship management
- Project management abilities
- Recruitment and hiring
- Staff supervision
- Customer service and satisfaction
- Workload management
- Time management
- Money handling
Timeline
Caseworker
Lifemoves
09.2023 - 01.2025
Asst Manager
Divine Angels Mortuary Transport
01.2013 - 02.2025
Inside Sales Representative
Best Movers Illinois
01.2009 - 01.2013
Dispatcher
Los Gatos Answering Service
01.2006 - 01.2009
High School Diploma -
Wilson
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