Julius Martinez Ortiz
Kannapolis,NC
Summary
Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented. Able to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management. Recognized for exemplary customer service and team collaboration. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Operations Manager
Piedmont Airlines
Charlotte, NC
09.2022 - Current
Corporal
USMC Camp Pendleton
Oceanside, CA
08.2016 - 07.2022
- Developed and implemented customer service policies and procedures that improved customer experience.
- Mitigated business risks by working closely with staff members and assessing performance.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Prepared staff work schedules and assigned team members to specific duties.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Assisted in designing innovative solutions for complex problems faced by customers during their interaction with our company's services or products.
- Monitored employee performance against established standards and provided timely coaching when necessary.
- Developed detailed reports summarizing key findings from various analyses conducted on Customer Operations activities.
- Ensured compliance with applicable laws, regulations, policies, and procedures relating to Customer Operations.
- Provided feedback to staff regarding their performance in handling customer interactions.
- Conducted regular audits of customer service operations to identify areas for improvement.
Education
High School Diploma -
Alonso High School
Tampa, FL06-2015
Skills
- Customer Service
- Flexible Schedule
- Team Leadership
- Daily Assignments
- New Agent Training
- Problem-Solving
- Department Oversight
- Administrative Management
- Employee Development
- Decision-Making
- Crisis Management
- Desktops, Laptops, and Mobile Devices
- Assignment Delegation
- Time Management
- Problem-solving abilities
- Communication
- Delegating Work
Languages
Spanish
Native/ Bilingual
Certification
- Tron Trainer
- Search Trained
- Double Dot trained
Timeline
Customer Operations Manager
Piedmont Airlines
09.2022 - Current
Corporal
USMC Camp Pendleton
08.2016 - 07.2022
High School Diploma -
Alonso High School