Jose Martinez
Canyon Country ,CA
Summary
With a proven track record at IKEA US RETAIL LLC, I excel in schedule management and team leadership, significantly enhancing customer service standards. Expert in issue resolution and training, I have been in the center of bridging communication gaps between teams in the Los Angeles Market ensuring seamless kitchen installations and elevating customer satisfaction.
Overview
11
11
years of professional experience
Work History
Senior Resolutions Generalist
IKEA US RETAIL LLC
BALTIMORE, MD
09.2022 - Current
- Resolved customer complaints in a timely manner while providing excellent customer service.
- Provided guidance and support for staff members regarding Customer Kitchen installations and potential escalations.
- Became the Main Point of Contact between Customers and the different on field teams and IKEA store resolutions teams.
- Assisted in Identifying the cause of error In which the customer installation problem initiated whether it was the measurements or planning that we performed or simple an installation miscommunication between the installer and the customer onsite.
- Identified and communicated customer overcharges or undercharges.
- Maintained Constant communications with the Field teams and the IKEA store workers (kbss,Shopkeeper, Resolution teams and IHS support personnel)
Kitchens Dispatcher and Scheduler
Traemand Installation Services
Colorado City , CO
06.2021 - 09.2022
- Scheduled and Dispatched Customer measurement appointments and installation dates.
- Communicated with onfield teams about changes or ongoing conditions on installations not completed.
- We didn't have Installation supervisors at the time so the Dispatchers were the ones looking into customer escalations and installation issues that prevented us from closing out the jobs.,
- As a Traemand Dispatcher I was communicating with measure tech about any issues or sections of the measure package missing the correct measurements and working with customers on scheduling the visit to correct any mistakes.
- I was in communication with the Installation teams to either address hazardous onsite conditions such as slippery outdoor walkways and steps or other trades working in the area during the installation and communicating with customers on alternative dates or options for Installation in safer environments.
- Addressing with Installers any issues with the installation itself and scheduling with customers go backs for correction or completion of installation.
- Addressing customer escalations and potential accommodations for unsatisfactory services provided.
IKEA Measure Technician
Traemand Installation Services
Colorado City, CO
06.2019 - 06.2021
- Trained Current Measure Techs, Ruben Infante, Jake Filipovich, Emily Love
- Communicated with customer on initial ikea cabinet expectations.
- Discussed Ikea cabinet installation process from measurements, planning to completion of installation process.
- Provided Accurate measurements of onsite kitchen spaces
- Uploaded Proper documentation to the ikea tablet system provided.
- Communicated with planner on any questions about onsite wall conditions or questions they had.
IKEA Kitchen Cabinet Installer
Traemand Installation Services
Colorado , CO
07.2016 - 06.2019
- Reviewed work to check compliance with design specifications and quality requirements.
- Worked at customer locations to replace existing or install new cabinets for residential or commercial use.
- Trained new employees on proper techniques related to cabinet installation procedures.
- Observed strict deadlines and adjusted plans according to changes in production schedules to maintain targets.
- Assisted with installation of base, trim and crown moldings to achieve desired looks and quality of construction.
- Communicated with teammates and supervisors frequently to understand requirements and complete projects on time.
- Ensured that all cabinet installations met industry standards for safety and quality.
IKEA Kitchen Installer
Trounce Group
Newport Beach , CA
06.2014 - 07.2016
- Trained Jesus Diaz and Shawn Palomera on the field
- Using the Ikea ways of working and templates we would do the installation of their Ikea kitchen using the older AKURUM style cabinets.
- Communicated with Ikea stores on missing and damaged product within the allowed time frames.
- Communicated with Office any ongoing customer site conditions and pending changes to their kitchen project.
- Guided Customers onsite on any changes or issues preventing the completion of their kitchen cabinets.
- Lead my assembler on the ikea ways of working onsite and reporting any damages and communications with the stores.
Education
High School Diploma -
Mission College
Sylmar, CA07-2007
Skills
- Schedule management
- Inventory coordination
- Documentation requirements
- Documentation skills
- Schedule coordination
- Issue resolution
- Team leadership & development
- Training and development
Timeline
Senior Resolutions Generalist
IKEA US RETAIL LLC
09.2022 - Current
Kitchens Dispatcher and Scheduler
Traemand Installation Services
06.2021 - 09.2022
IKEA Measure Technician
Traemand Installation Services
06.2019 - 06.2021
IKEA Kitchen Cabinet Installer
Traemand Installation Services
07.2016 - 06.2019
IKEA Kitchen Installer
Trounce Group
06.2014 - 07.2016
High School Diploma -
Mission College
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