Jocelyn Martinez
Amarillo,TX
Summary
Results-driven professional with over 20 years of experience in talent acquisition, employee relations, and team leadership. Expertise in supporting high-volume retail environments, focusing on compliance, performance management, and workforce development. Skilled in fostering positive workplace culture and aligning HR strategies with business objectives. Aiming to enhance team performance and operational excellence as an Executive Team Leader Assistant Manager of Human Resources at Target.
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.
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.
Assistant Manager
Maurices
09.2021 - 01.2022
- 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.
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, TXSkills
- 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
- Lead and assured with recruiting onboarding compliance and employee relations
Personal Information
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Customer Service Representative
Xcel Energy
01.2022 - Current
Assistant Manager
Maurices
09.2021 - 01.2022
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