Karla Martinez-Fernandez
Fort Hood,TX
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Overview
3
3
Languages
1
1
Certification
6
6
years of professional experience
Work History
Store Team Member
AAFES
Fort Hood, Texas
10.2025 - Current
- Resolved customer complaints promptly, ensuring a positive shopping experience.
- Educated customers on promotions and special events within the store.
- Conducted inventory counts to maintain accurate stock levels and minimize losses.
- Maintained store cleanliness and organized merchandise displays effectively.
- Greeted customers and provided excellent customer service.
- Maintained cleanliness of the store, including floors, shelves, counters and restrooms.
Child Development Worker
Adventure Time Child Developmental Center
Killeen, Texas
06.2025 - 09.2025
- Supported children in developing social and emotional skills through structured activities.
- Implemented behavior management techniques to foster positive interactions among peers.
- Collaborated with parents to communicate progress and address developmental concerns.
- Organized group activities that encouraged teamwork and cooperative play among children.
- Maintained a safe and nurturing environment for children during daily operations.
- Observed children's behavior to identify individual needs and tailor support strategies.
- Assisted in training new staff on child development practices and center policies.
- Participated in professional development opportunities related to early childhood education.
Customer Service Supervisor
Walmart
Killeen, Texas
06.2023 - 05.2025
- Supervised customer service team to ensure high-quality support.
- Resolved customer complaints to enhance satisfaction and loyalty.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Implemented training programs for staff to improve product knowledge and service skills.
- Trained new associates on company policies and customer interaction techniques.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Evaluated employee job performance and motivated staff to improve productivity.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Monitored phone calls to promote better service and provide feedback.
- Analyzed feedback to identify trends and areas for service enhancement.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Created training manuals to resolve simple and complex customer issues.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Implemented programs designed to increase employee engagement within the team.
- Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
Administrative Assistant
Hospital at Cuba
Havana, Cuba
09.2020 - 05.2023
- Supported executive team with administrative tasks, including meeting scheduling and calendar management, ensuring smooth operations.
- Coordinated patient appointments and managed provider scheduling, enhancing access to care.
- Maintained organized patient records, ensuring compliance with confidentiality regulations.
- Assisted in preparation of medical documents and reports for clinical staff.
- Supported billing processes by verifying insurance information and processing claims accurately.
- Trained new administrative staff on office procedures and hospital policies, improving onboarding experience.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Composed letters, memos, reports, emails, and presentations for management staff.
Education
CMAA - Medical Technology
MedCerts
Washington, DC04-2026
CEHRS - Health Information Technology
MedCerts
Washington, DC04-2026
Secretarial Studies - Secretary
Andres Lujan
La Habana07-2021
Skills
- Customer service
- Cash handling
- Point of sale systems
- Order fulfillment
- Record management
- Patient scheduling
- Office administration
- Data entry proficiency
- Team collaboration
- Teamwork
- Conflict resolution
- Effective communication
- Complaint handling
- Problem-solving aptitude
- Analytical thinking
- Adaptability
- Workplace safety
- Store policies and procedures
- Microsoft applications proficiency
Languages
Spanish
Native/ Bilingual
English
Professional
Portuguese
Elementary
Certification
- CMAA
- CEHR
Timeline
Store Team Member
AAFES
10.2025 - Current
Child Development Worker
Adventure Time Child Developmental Center
06.2025 - 09.2025
Customer Service Supervisor
Walmart
06.2023 - 05.2025
Administrative Assistant
Hospital at Cuba
09.2020 - 05.2023
CMAA - Medical Technology
MedCerts
CEHRS - Health Information Technology
MedCerts
Secretarial Studies - Secretary
Andres Lujan