Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
YESENIA PASTRANA MARTINEZ

YESENIA PASTRANA MARTINEZ

Hopkinsville,KY

Summary

Friendly and Enthusiastic Customer Service Representative with 15 years of experience in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.

Overview

28
28
years of professional experience
1
1
Certificate

Work History

OFFICE MANAGER/Small Business Owner

BELLA'S LUXURY TRANSPORTS
08.2018 - 05.2022
  • Provided cross-functional assistance to assigned departments, contributing invaluable input that formulated a strategic business plan resulting in a 9% increase in company revenue.
  • I supervised administrative functions, such as managing office files, generating reports, addressing customer inquiries, answering phone calls, and product registration.
  • I trained other employees to resolve customer issues and appropriate phone handling techniques, leading to a 12% increase in customer service ratings.
  • Maintaining project management schedules and forecast database.
  • Enhanced the layout and design of catalogs and brochures.
  • Managed inventory of office supplies and placed orders when needed.
  • Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
  • Business closed.

MANAGER/NAIL TECHNICIAN/OFFICE MANAGER/Small Business Owner

MARGARITA AND JESSY NAIL SALON
08.1994 - 07.2016
  • Performed manicures, pedicures, and waxing services
  • Scheduled and confirmed appointments for customers and owners.
  • Informed clients of spa services, activities, and programs through the phone.
  • Ordered and dispensed supplies while maintaining professional and courteous customer service.
  • Resolved conflicts between employees by providing guidance on company policies and procedures.
  • Assisted with setting up manicure and pedicure appointments, including preparing materials and supplies needed.
  • Enforced safety procedures during manicure and pedicure sessions.
  • Kept tidy and organized area to comply with cleanliness standards.
  • Business Sold

Store Director

Hollywood Video
03.2004 - 02.2006
  • Managed daily operations of video store, including staffing and scheduling.
  • Maintained accurate records of rental and return transactions.
  • Resolved customer complaints in a timely manner.
  • Identified potential theft issues by conducting periodic security checks throughout the store.
  • Coordinated special events such as movie marathons or themed nights to increase patronage.
  • Performed basic maintenance tasks such as cleaning shelves, vacuuming floors.
  • Provided training for new employees on system usage, customer service protocols. Performed basic maintenance tasks such as cleaning shelves and vacuuming floors promptly.

Store Manager

Blockbuster Video
01.2002 - 09.2004
  • Onboarded new employees with training and new hire documentation.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Accomplished multiple tasks within established timeframes.
  • Cross-trained existing employees to maximize team agility and performance.
  • Resolved customer complaints in a timely manner.
  • Identified potential theft issues by conducting periodic security checks throughout the store.
  • Supervised staff in providing customer service to patrons.
  • Coordinated special events such as movie marathons or themed nights to increase patronage.
  • Performed basic maintenance tasks such as cleaning shelves, vacuuming floors.
  • Conducted regular audits of rental stock to identify missing or damaged items. Performed basic maintenance tasks such as cleaning shelves and vacuuming floors.
  • Provided training for new employees on system usage, customer service protocols.
  • Greeted customers upon entering the store and assisted them with finding desired titles or products.
  • Assisted customers in finding titles and suggesting films according to their interests. Trained new staff members on system navigation and customer service procedures.
  • Managed daily operations of video store, including staffing and scheduling.
  • Resolved customer complaints in a timely manner while maintaining a professional demeanor.
  • Tracked inventory levels and placed orders for new releases or restocked items as needed.
  • Organized promotional displays to attract customers to store specials or new releases. Provided training for new employees on system usage and customer service protocols.

CALL CENTER OPERATOR/Customer Retention Specialist

AMERICA ONLINE AOL
07.2002 - 01.2004
  • Answer customer and phone complaints and requests in an efficient manner
  • Report to supervisors any suggestions or problems to improve the working environment
  • Calm upset or frustrated customers by providing friendly and excellent services
  • Assists clients promptly, thus avoid lengthy waiting times
  • Strive to meet the daily target as a team and as an individual.
  • Responded to customer requests for products, services, and company information.
  • Assisted customers by answering questions and responding to inquiries.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Educated customers about billing, payment processing and support policies and procedures.

Education

DOCTOR OF PSYCHOLOGY - Clinical Psychology

THE UNIVERSITY OF ARIZONA GLOBAL CAMPUS
06.2024

Master of Arts - Psychology

UNIVERSITY OF ARIZONA GLOBAL CAMPUS
Chandler, AZ
10.2023

Bachelor of Arts - PSYCHOLOGY

UNIVERSITY OF ARIZONA GLOBAL CAMPUS
Chandler, AZ
10.2021

High School Diploma -

MIAMI BEACH SENIOR HIGH
Miami Beach, FL
06.1993

Skills

  • Active listener
  • Speaks two languages English and Spanish
  • Microsoft Office
  • Complex problem solving
  • Active learner
  • Customer Service
  • Office Management
  • Scheduling appointments
  • Positive Attitude
  • Prioritizing Work
  • Schedule Management
  • Retention management
  • Organizational Skills
  • Billing

Certification

TESOL CERTIFICATE

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

OFFICE MANAGER/Small Business Owner

BELLA'S LUXURY TRANSPORTS
08.2018 - 05.2022

Store Director

Hollywood Video
03.2004 - 02.2006

CALL CENTER OPERATOR/Customer Retention Specialist

AMERICA ONLINE AOL
07.2002 - 01.2004

Store Manager

Blockbuster Video
01.2002 - 09.2004

MANAGER/NAIL TECHNICIAN/OFFICE MANAGER/Small Business Owner

MARGARITA AND JESSY NAIL SALON
08.1994 - 07.2016

DOCTOR OF PSYCHOLOGY - Clinical Psychology

THE UNIVERSITY OF ARIZONA GLOBAL CAMPUS

Master of Arts - Psychology

UNIVERSITY OF ARIZONA GLOBAL CAMPUS

Bachelor of Arts - PSYCHOLOGY

UNIVERSITY OF ARIZONA GLOBAL CAMPUS

High School Diploma -

MIAMI BEACH SENIOR HIGH
YESENIA PASTRANA MARTINEZ