Summary
Overview
Work History
Education
Skills
Languages
Timeline
Education and Training
AssistantManager

Jocelyn Martinez

Amarillo,TX

Summary

Results-driven professional with 8 years of experience in the retail industry, consistently achieving success through a strong focus on team performance and customer service excellence. Proven ability to balance business objectives while fostering a collaborative environment that enhances employee productivity and streamlines operational procedures. Recognized as a decisive leader with exceptional planning and organizational skills, dedicated to driving results and exceeding targets. Committed to creating a positive workplace culture that empowers teams to thrive and deliver outstanding customer experiences.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Xcel Energy
01.2022 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.

Assistant Manager

Maurices
09.2021 - Current
  • Delegated daily tasks to team members to optimize group productivity.
  • Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
  • Directed and led employees, supervising activities to drive productivity and efficiency.
  • Collaborated with store manager to develop strategies for achieving sales and profit goals.
  • Enforced company policies and procedures to strengthen operational standards across departments.
  • Organized schedules, workflows and shift coverage to meet expected business demands.
  • Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
  • Completed inventory audits to identify losses and project demand.
  • Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
  • Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
  • Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
  • Led employee performance evaluations and rewarded top performers to retain quality personnel.
  • Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
  • Delegated tasks to team members based upon skill level and to achieve organizational goals.
  • Coached team members and delivered constructive feedback to promote better productivity and build confidence.
  • Assisted with developing and implementing marketing strategies to improve sales and profitability.
  • Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
  • Implemented organization systems for financial reports, schedules and inventory control to improve efficiency and productivity.
  • Worked closely with customers to understand needs and resolve diverse issues.
  • Oversaw daily operations, maintenance and administration of various properties.

Management Trainee

Hertz Car Rental
10.2020 - 03.2022
  • Resolved customer issues efficiently to build loyalty.
  • Implemented sales and promotions with pricing and merchandise display adjustments.
  • Learned company processes, procedures and employee role functions.
  • Contributed to strategy and goal establishment and monitoring.
  • Aided budget management and financial oversight, monitoring expenses and accounting reports.
  • Helped plan and prepare employee work schedules.
  • Verified employee purchases and approved expenditures.
  • Researched and responded to customer and vendor inquiries.
  • Communicated status of assigned responsibilities to management.

Pink Manager

Victoria's Secret & PINK
10.2014 - 09.2021
  • Trained employees on additional job positions to maintain coverage of roles.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Recruited and hired qualified candidates to fill open positions.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
  • Entered time and attendance logs in preparation for payroll.
  • Determined marketing strategies by reviewing operating and financial statements and departmental sales records.
  • Minimized staff turnover through appropriate selection, orientation and training.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Created training modules and documentation to train staff.
  • Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
  • Exercised good judgment and decision-making in escalating concerns and resolving issues.
  • Monitored staff performance and addressed issues.
  • Developed lucrative marketing plans to maximize profits.
  • Developed and implemented appropriate plans to resolve unfavorable trends and enhance sales.
  • Conducted quality, timely performance feedback and performance appraisals.
  • Maintained adequate staffing to meet objectives within budget.

Registration Assistant

Baptist St. Anthony's Hospital
08.2014 - 08.2019
  • Welcomed patients to facility and assisted with registration sign-in process.
  • Responded to incoming department phone calls and directed callers to appropriate team members based on need.
  • Processed cash, debit and credit card payments for services rendered and printed receipts detailing services.
  • Explained forms and documents to patients, guardians and family members, distributing copies and confirming comprehension.
  • Registered patients for outpatient procedures and emergency services.
  • Asked various questions from clients to obtain the information necessary for paperwork.
  • Carefully checked insurance information for benefits coverage and input pre-authorization documents into system.
  • Maintained HIPAA compliance and integrity of hospital policies and procedures.
  • Scanned documents and insurance cards to include in patient charts.
  • Adhered to HIPAA guidelines and maintained integrity of hospital policies and procedures.
  • Contacted insurance carriers to verify coverage, copays and deductible information for patients.
  • Greeted visitors and ascertained purpose of visit, issuing needed credentials and directing to appropriate staff or department.
  • Provided customer service support and advice on regulations and requirements regarding various registration programs.
  • Worked with nurses and other clinic staff to process patients and direct to appropriate departments.
  • Politely and personably welcomed incoming clients and offered seats prior to beginning registration process.
  • Collaborated with nurses and other personnel to process patient paperwork and direct to appropriate departments.

Education

High School Diploma -

Olton High School
Olton, TX

Skills

  • Proficient in English and Spanish communication
  • Efficient appointment management
  • Effective documentation and reporting
  • Insurance eligibility verification
  • Task management expertise
  • Effective team collaboration
  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Call center experience
  • Computer proficiency
  • Conflict resolution

Languages

English
Full Professional
Spanish
Full Professional

Timeline

Customer Service Representative

Xcel Energy
01.2022 - Current

Assistant Manager

Maurices
09.2021 - Current

Management Trainee

Hertz Car Rental
10.2020 - 03.2022

Pink Manager

Victoria's Secret & PINK
10.2014 - 09.2021

Registration Assistant

Baptist St. Anthony's Hospital
08.2014 - 08.2019

High School Diploma -

Olton High School

Education and Training

other

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