Johnny Martinez

• Managed the service department for one of the largest and most successful Allstate agencies in Texas to enhance service delivery and customer satisfaction.
• Call Volume (Incoming+Outgoing) Leader consistently.
• Led cross-functional collaboration to resolve customer issues effectively and promptly.
• Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
• Analyzed service metrics to identify trends and inform strategic decision-making for continuous improvement.
• Resolved customer complaints in professional and timely manner.
• Met with customers to discuss service needs and offer available solutions.
• Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
• Developed and maintained positive relationships with customers to build rapport and trust.
• Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
• Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
• Increased overall revenue by upselling additional services and products during routine service calls..
• Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
• Generated quotes and proposals for clients to match individual needs.
• Maintained high retention rates by addressing client concerns promptly and offering suitable policy adjustments as needed.
• Sold auto, home, life, and other various insurance products to individuals across Texas using consultative selling techniques.
• Developed comprehensive knowledge of insurance products to provide tailored solutions for clients.

• Conducted threat assessments to identify vulnerabilities and enhance client safety protocols.
• Developed personalized security plans tailored to individual client needs and environments.
• Monitored surroundings to detect potential hazards or suspicious activities effectively.
• Coordinated logistics for secure transportation, ensuring timely arrivals and departures.
• Established strong rapport with clients by demonstrating professionalism, discretion, and excellent interpersonal communication skills at all times.
• Maintained a professional image while providing close protection services for high-net-worth individuals and corporate executives.

• Responded quickly to incidents and assessed active situations for security concerns.
• Watched different facility areas from central location via different CCTV feeds, obtaining maximum coverage of important areas.
• Completed full building and grounds patrols every hour to spot and investigate concerns.
• Reduced vandalism and criminal activity by keeping close eye on premises through personal checks and CCTV monitoring.
• Maintained open communication with security team members and building supervisors via radios, telephones, digital means and [Software].
• Analyzed and produced course-of-action reports and escalated issues to management when necessary.
• Answered alarms and investigated disturbances, contacting local law enforcement personnel for escalating crises.
• Responded to suspicious activities to investigate and resolve concerns with appropriate physical or verbal techniques.
• Informed violators of applicable rules and removed unauthorized individuals from premises.
• Responded quickly to emergency situations, typically within 30 seconds of alarm sounding to assess and deflect issues.

• As head of security I developed skills to deescalate intense situations and provide a safe welcoming environment for our customers and employees. Also I was able to learn to work as a team and provide guidance to my bouncers.
• Provided immediate response to incidents and emergency situations.
• Recruited, trained and directed a team of 7 security personnel.
• Conducted frequent foot patrols of the building and grounds.
• Established and managed successful security policies for a  sports bar facility.
• Detected and apprehended any unauthorized personnel.
• Responded quickly and effectively to all security violations and duress alarms.
• Noted and followed up on any unusual behavior.
• Prevented crimes through careful observation and investigation of suspicious and unusual behavior.
• Prevented crimes by immediately reporting all unusual, unauthorized and illegal activity on the premises.
• Responded to calls in both routine and emergency situations.
• Investigated all security and safety violations.
• Directed guests around the building and answered questions regarding accessibility.

• Recruited, trained and directed a team of 7 security personnel.
• Directed guests around the building and answered questions regarding accessibility.
• Responded to calls in both routine and emergency situations.
• Noted and followed up on any unusual behavior.
• Responded quickly and effectively to all security violations and duress alarms.
• Detected and apprehended any unauthorized personnel.
• Prevented crimes by immediately reporting all unusual, unauthorized and illegal activity on the premises.
• Investigated all security and safety violations.
• Provided immediate response to incidents and emergency situations.
• Conducted frequent foot patrols of the building and grounds.

As a stock coordinator I was responsible for maintaining a neat back stock room creating ease of use for the other employees to achieve optimal customer service and reach sales goals.

As a guest service sales associate I was responsible for creating a welcoming environment for our customers and providing them with the best personalized experience possible. Greeting and providing the customer with knowledge to help them choose their products. I was the first to greet them through the door and also would finish their transaction at the register providing a friendly experience from start to finish.

Both titles at DXL allowed me to not only utilize my knowledge of the types of clothing we carried but also I was able to develop great customer service skills. These skills allowed me to fix many types of situations calmly and effectively giving the customer the dxl experience guaranteed by our company's mission statement.

• Maintained cleanliness and organization of bowling areas, contributing to positive customer experiences.
• Monitored lane conditions, promptly addressing issues to ensure smooth operations during peak hours.
• Supported event setups by arranging furniture and equipment according to specifications for various functions.
• Provided exceptional customer service by responding effectively to guest inquiries and concerns throughout shifts.