Kiara Martinez
Haledon,NJ
Summary
Highly motivated and results-driven professional with extensive experience in customer service and management. Proven track record in leading teams to deliver exceptional customer experiences, resolving complex issues, and driving operational efficiency. Adept at developing strategic initiatives, managing cross-functional teams, and fostering strong relationships with clients and stakeholders. Known for strong communication skills, effective problem-solving abilities, and a commitment to continuous improvement. Dedicated to achieving organizational goals and enhancing customer satisfaction through innovative solutions and strategic leadership.
Overview
11
11
years of professional experience
Work History
Senior Expeditor
Fonseca Consulting Group
09.2023 - Current
- Boosted customer satisfaction by resolving issues promptly and providing regular updates on order status.
- Developed strong relationships with vendors, negotiating favorable terms for the company.
- Reduced inventory discrepancies by maintaining accurate records of materials and supplies.
- Reviewed building plans and zoning permit applications to verify compliance with requirements such as bulk, placement and parking ratios.
- Maintained open lines of communication between internal departments to facilitate smooth handoffs throughout each stage of the order lifecycle.
- Facilitated cross-training initiatives, increasing team flexibility and productivity during peak periods.
- Prepared and maintained comprehensive production reports to highlight production developments for management review.
- Completed logs and reports detailing production data such as volume, materials used, and quality assurance results, helping management make accurate operational decisions.
Assistant General Manager
FlyNYON
Kearny, NJ
08.2017 - 06.2023
- Develop and implement performance improvement programs
- Drove customer escalations to resolution by engaging directly with clients.
- Assist management with recruitment and hiring
- Oversee accounts receivable and payable and administer payroll
- Control Inventory and order new supplies and product stock
- Respond to all customer service issues and handle promptly
- Update store tracking logs for sales and service
- Monitor online ratings and reviews.
- Analyzed customer requirements, identified potential problems and implemented solutions accordingly.
- Created strategies to improve customer satisfaction by focusing on product quality, delivery speed, and customer service responsiveness.
- Monitored customer service performance metrics and created reports for senior management review.
- Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
- Designed strategies for resolving common complaints from customers quickly and efficiently.
- Revised department schedules to maximize coverage during peak hours.
Executive Assistant
KJ4 & Associates
01.2015 - 05.2018
- Created and maintained spreadsheets and developed administrative and logistical reports
- Maintained and coordinated executive and senior management vacation, day-to-day meeting and travel schedules
- Supported clerical needs, including taking messages, scanning documents and routing business correspondence
- Worked directly with the CEO to plan and execute special projects
- Processed executive subscriptions, license renewals, continuing education requirements and membership renewals
- Scheduled conferences and all associated travel arrangements, including hotel, airfare and ground transportation
- Maintained office supplies by checking stocks and placing orders
- Managed sensitive information with discretion while providing administrative support to executive teams
- Prepare invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database, or presentation software.
Server/Receptionist
Wilshire Caterers
01.2013 - 06.2017
- Communicated effectively with kitchen staff regarding customer allergies, dietary needs and other special requests
- Satisfied customers by keeping drinks topped off and anticipating needs such as condiments and extra napkins
- Completed opening and closing checklists, including emptying trash, safeguarding alcohol and polishing silverware
- Discussed alternative selections with chef for guests with food allergies or gluten-free requests
- Recommended daily specials, wine selections and desserts to guide patrons toward more profitable items
- Restocked nonperishables and other items, including condiments and napkins from inventory to keep pantry well-supplied
- Cleaned dining area between guests with efficient sweeping, glass washing and spill removal
- Managed and anticipated clerical needs of company employees, including copying, faxing and file management
- Received incoming packages and mail, dispersed parcels, correspondence and shipped outgoing items daily
- Took accurate messages for staff and management to facilitate open and speedy communication.
Education
Bachelor of Science - Criminal Justice & Psychology
New Jersey City University
05.2013
Skills
- Strong communication and interpersonal skills for effectively engaging with community members, stakeholders, and team members
- Ability to plan, implement, and evaluate community programs and initiatives
- Cultural competence and sensitivity to the diverse needs of the community
- Leadership abilities to oversee and support a team of staff or volunteers
- Problem-solving skills to address challenges and find creative solutions
- Efficient and accurate
- Meticulous and organized
- Strategic Formulation
- Leadership & Management
- Microsoft Office expertise
- Marshaling Resources
- Proficient with Accuzip Software database for mailers and labels
- Scheduling and Coordinating
- Hiring and Training
- Budget Administration
- Cross-Functional Teamwork
- Onboarding and Orientation
- Customer Relationship Management (CRM)
- Schedule oversight
- Administration and Reporting
- Documentation Management
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Senior Expeditor
Fonseca Consulting Group
09.2023 - Current
Assistant General Manager
FlyNYON
08.2017 - 06.2023
Executive Assistant
KJ4 & Associates
01.2015 - 05.2018
Server/Receptionist
Wilshire Caterers
01.2013 - 06.2017
Bachelor of Science - Criminal Justice & Psychology
New Jersey City University
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