Justina Martinez
Inver Grove Heights,MN
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Detail-oriented professional combined with integrity as frontline corporate representative. Well-educated and poised with superior communication skills. Handle all types of customer service requirements in fast pace environments with excellent analytical, schedule management and document preparation skills. Effectively handle needs of 100+ customers each day by delivering fast, knowledgeable support. Good relationship-building skills, team-oriented nature to multitask.
Overview
12
12
years of professional experience
Work History
Service Concierge
Mauer Auto Service
08.2022 - Current
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Trained staff in delivering top-quality services in alignment with our reputation and mission statement.
- Coordinated ground and air travel arrangements for business and leisure customers to support satisfaction.
- Answered phone calls and answered questions from potential customers.
- Handled complaints and questions, and re-directed calls to other team members.
- Acted as first point of contact and set appointments for prospective clients.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Generated department orders and accompanying documentation.
- Completed logs and reports detailing production data such as volume, materials used and quality assurance results, helping management make accurate operational decisions.
- Optimized organizational processes by effectively managing crew schedules while adhering to contractual restrictions.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Assisted coworkers and staff members with special tasks on daily basis.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Volunteered to help with special projects of varying degrees of complexity.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Received, researched and resolved consumer inquiries.
- Assisted customers with recalls and quotes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Trained staff on operating procedures and company services.
- Conferred with managers, sales teams, and engineering personnel to revise plans and achieve demanding targets.
- Increased customer service success rates by quickly resolving issues.
Server Trainer
Buffalo Wild Wings
07.2014 - 12.2022
- Trained new team members on restaurant procedures, menu items, and performance strategies.
- Instructed servers on proper techniques for taking orders, serving food and providing customer service.
- Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
- Taught servers to memorize menu ingredients and provide information on preparation methods.
- Established and maintained positive relationships with trainees to drive successful learning outcomes.
- Assisted in new server onboarding and orientation to cultivate seamless transitions.
- Provided feedback and guidance to help servers develop industry skills and knowledge.
- Monitored new server performance and offered continuous support throughout training period.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Utilized effective communication techniques to support server learning and comprehension.
- Provided continuous evaluation and feedback to server employees.
- Organized and oversaw food service training to educate employees on resetting tables, relaying orders to cooks and upselling food and beverages.
- Developed and implemented strategies to motivate and incentivize server performance and service delivery.
- Developed and implemented comprehensive training program for new servers.
- Provided coaching and mentoring to employees.
- Trained and mentored new personnel hired to fulfill various roles.
- Analyzed and evaluated training effectiveness and program outcomes.
- Developed job-specific competencies and performance standards.
- Established and maintained quality control standards.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Facilitated virtual, in-person and blended learning sessions.
- Developed and implemented successful onboarding program.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Bussed and reset tables to keep dining room and work areas clean.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Seated customers in timely manner by managing reservations and waitlists skillfully.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations while serving spirits.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Answered customers' questions, recommended items, and recorded order information.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Processed orders and sent to kitchen employees for preparation.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Increased sales significantly by upselling higher-end products to customers.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Checked guests' identification before serving alcoholic beverages.
- Inspected dishes and utensils for cleanliness.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
Assistant Manager
Little Caesars Pizza
11.2011 - 06.2014
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Created employee schedules to align coverage with forecasted demands.
- Reviewed sales and gross profit report to assess company efficiency.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Monitored security to protect employees, customers and property.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Developed detailed plans based on broad guidance and direction.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Launched quality assurance practices for each phase of development
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Education
No Degree - Social Work
Inver Hills Community College
Inver Grove Heights, MN05.2025
Skills
- Consultative Sales Approach
- Office Streamlining
- Dynamic Communication
- Guest Experiences
- Valid Driver's License
- Time Management
- Guest Services
- Cleaning and Organization
- Attention to Detail
- Customer Satisfaction
- Customer Loyalty
- Teamwork and Collaboration
- Organizing Service Schedules
- Schedule Appointments
- Positive Rapport-Building
- Support Personal Needs
- Customer Service
Timeline
Service Concierge
Mauer Auto Service
08.2022 - Current
Server Trainer
Buffalo Wild Wings
07.2014 - 12.2022
Assistant Manager
Little Caesars Pizza
11.2011 - 06.2014
No Degree - Social Work
Inver Hills Community College
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