Jhoan Martinez
Reading,PA
Summary
Customer service professional with proven ability to handle inquiries, resolve issues, and ensure positive client experiences. Skilled in communication, problem-solving, and adaptability. Strong team collaborator focused on achieving targets and maintaining high standards. Reliable and flexible, ready to meet changing needs and deliver results.
Overview
5
5
years of professional experience
Work History
Customer Service Associate
Sam's Club
08.2023 - 03.2024
- Assisted customers with inquiries, purchases, returns, and issues, ensuring a seamless shopping experience
- Processed payments, memberships, and product orders while efficiently addressing customer concerns across various communication channels
- Promoted store credit cards and loyalty programs, increasing customer engagement by 15%
- Restocked merchandise, maintained store organization, and handled customer concerns in a high-volume environment
Warehouse Associate
Amazon Distribution Center
01.2022 - 08.2023
- Operated machinery for inbound and outbound shipments, ensuring accurate tracking and timely deliveries
- Conducted quality control checks on inventory, improving product accuracy and reducing discrepancies by 15%
- Resolved operational problems by diagnosing issues with machinery, improving overall productivity by 10%
Store Manager
DTLR
06.2019 - 12.2022
- Led a team of retail associates to exceed sales targets and provide exceptional customer service
- Trained and mentored employees on product knowledge, customer service practices, and store operations
- Managed store financials, including cash flow, inventory control, and sales reporting
- Resolved customer complaints and issues to maintain high levels of customer satisfaction, achieving a 95% customer retention rate
Education
Bachelor's Degree - Telecommunications and Media
Penn State University
University Park, PA12-2024
Skills
- Customer Relationship Management (CRM)
- Digital Banking & Financial Services
- Conflict Resolution & Problem-Solving
- Bilingual Communication (English/Spanish)
- Multi-Channel Support (Phone, Chat, Email)
- Payment Processing & Credit Card Services
- High-Volume Customer Support
- Process Improvement & Operational Efficiency
- Customer service
- Customer support
- Problem resolution
- Team collaboration
Awards
- Employee of the Month, DTLR, Recognized for outstanding leadership and customer service excellence.
- Top Credit Card Sign-Up Associate, Sam's Club, consistently achieving the highest number of credit card sign-ups in the department.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Associate
Sam's Club
08.2023 - 03.2024
Warehouse Associate
Amazon Distribution Center
01.2022 - 08.2023
Store Manager
DTLR
06.2019 - 12.2022
Bachelor's Degree - Telecommunications and Media
Penn State University
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