Lorissa Martine
Nampa,ID
Summary
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Overview
10
10
years of professional experience
Work History
General Manager
Boise Calibration Service
10.2020 - Current
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed and maintained relationships with customers and suppliers through account development.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Trained new employees on proper protocols and customer service standards.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
Customer Service Representative
QuickBooks
10.2019 - 10.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Political Sales Manager
Independently Employed
03.2014 - 03.2019
- Managed time efficiently in order to complete all tasks within deadlines.
- Passionate about learning and committed to continual improvement.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Organized and detail-oriented with a strong work ethic.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Established team priorities, maintained schedules and monitored performance.
- Worked flexible hours across night, weekend and holiday shifts.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
Education
High School Diploma -
Milwaukie High School
Milwaukie, OR06.2013
Skills
- Customer Relationship Management
- Schedule Management
- P&L Management
- Quality Management
- Customer Retention
- Vendor Sourcing
- Workflow Planning
Timeline
General Manager
Boise Calibration Service
10.2020 - Current
Customer Service Representative
QuickBooks
10.2019 - 10.2020
Political Sales Manager
Independently Employed
03.2014 - 03.2019
High School Diploma -
Milwaukie High School
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