Lucas Martin
Absecon,NJ
Summary
With 16 years of experience in customer service, I have developed a strong foundation in building relationships, resolving issues, and ensuring customer satisfaction. Over half a decade spent in retail management has honed my leadership skills, including supervising and training more than 100 employees. My experience also includes remote work, allowing me to adapt to flexible work environments and effectively manage tasks from a distance.
I proudly served in the Army National Guard, which instilled discipline, resilience, and strong teamwork skills. Additionally, I have successfully owned and operated an online gaming business, demonstrating entrepreneurial spirit and a deep understanding of e-commerce. My tech support experience with a financial investment firm and my role as a credit card specialist further solidified my expertise in customer service, problem-solving, and navigating complex financial systems.
This diverse range of experience has enabled me to thrive in both leadership and hands-on roles, while continuously adapting to evolving industries and customer needs.
Overview
19
19
years of professional experience
Work History
Owner/Operator
Rs Corner Store
Remote, New Jersey
08.2022 - Current
- Hired skilled personnel to handle challenges and obligations of business
- Developed print advertising, social media campaigns, and networking events to deliver messages to target audience.
- Reviewed product strategy for organizational goal alignment.
- Developed competitive advantage on market niche.
- Identified problems, made decisions, and interpreted results based on quantitative techniques.
- Maximized revenue and long-term net worth by producing results and performance.
- Developed business plan and budget to maximize profitability.
Credit Card Specialist
Barclays Bank
Philadelphia, Pennsylvania
10.2024 - 07.2025
- Processed credit card applications and verified customer information diligently.
- Assisted customers with account inquiries and resolved issues effectively.
- Analyzed credit reports to assess risk and determine eligibility for approvals.
Customer Service Lead
Royal Farms
Egg Harbor Township, New Jersey
03.2022 - 05.2022
- Handled customer inquiries and complaints in a professional manner.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Directed customer service staff activities, including training, coaching and performance management.
- Maintained accurate records of customer interactions and transactions.
- Resolved escalated issues from team members or customers in an efficient manner.
- Ensured compliance with company policies and regulations related to customer service operations.
- Monitored team performance against set targets and KPIs.
Parts Manager
AutoZone
Absecon, NJ
01.2020 - 10.2021
- Organized and monitored inventory levels of parts, tools, and supplies.
- Prepared documents for ordering parts, supplies, and equipment.
- Provided technical advice on the selection of replacement parts.
- Conducted monthly audits of inventory control systems.
- Trained new staff members on proper parts handling techniques.
- Updated databases with information about new products or services.
- Reduced process lags, managing daily parts operations such as fulfilling service requests, generating orders, tracking inventory and maintaining profit margins.
Assistant General Manager
Zoomies
New York, NY
02.2020 - 03.2021
- Ensured that customer service standards were met or exceeded at all times.
- Monitored inventory levels and placed orders for new stock as needed.
- Conducted regular performance evaluations for employees to ensure quality standards were maintained.
- Resolved customer complaints in a timely manner while maintaining a professional demeanor.
- Provided training, guidance, and support to staff members on proper procedures and policies.
- Assisted in the recruitment process by conducting interviews with prospective candidates.
- Performed administrative tasks such as filing paperwork, preparing documents.
Lead Shift Manager
Cvs Pharmacy
Absecon, NJ
10.2013 - 10.2018
- Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
- Investigated customer complaints regarding merchandise quality or availability promptly.
- Provided coaching and guidance to team members when necessary to improve performance.
- Ensured completion of all opening and closing duties were completed accurately according to established guidelines.
- Enforced safety standards throughout the store including proper use of equipment.
- Communicated with other shift managers to facilitate continuum of customer service.
- Directed and led employees and team members on effective operations, methods and procedures.
Assistant Manager
Radio Shack Corporation
Northfield , NJ
08.2017 - 09.2018
- Managed daily store operations and maintained a positive customer experience.
- Assisted in training new team members on company policies and procedures.
- Coordinated inventory management and ensured accurate stock levels.
Shift Lead Supervisor
Arbys
Absecon, NJ
10.2010 - 10.2013
- Provided leadership and direction to shift staff, ensuring company policies and procedures were followed.
- Ensured all daily operations were in compliance with safety standards and regulations.
- Assigned tasks to employees based on their abilities, skill levels, and experience.
- Performed disciplinary actions when necessary, following company guidelines.
- Resolved customer complaints efficiently by providing timely solutions or escalating the issue as needed.
- Monitored quality of product output to ensure it met customer specifications.
- Trained new hires on job duties, safety protocols, and company policies and procedures.
Electrician's Apprentice
Wire Wiz
Egg Harbor Township, NJ
10.2010 - 10.2010
- Read blueprints, schematic drawings, and manuals to determine the layout of electrical systems.
- Assisted in troubleshooting of electrical systems using testing devices such as ohmmeters, voltmeters, and oscilloscopes.
- Performed preventive maintenance activities on electrical systems including checking connections and voltage levels.
- Removed old wiring from existing structures in preparation for new wiring installation.
- Spliced wires by stripping insulation from terminal leads and twisting or soldering them together.
- Tested continuity of circuits using test meters to ensure compatibility and safety of system.
- Mounted control panels with brackets or screws following diagrams or schematics.
Maintenance Crew
Ocean City Tabernacle
Ocean City, NJ
10.2006 - 10.2008
- Performed routine maintenance and repair of buildings, grounds, and equipment.
- Maintained inventory of tools and supplies used for repairs and maintenance projects.
- Provided support to other crew members during large-scale maintenance tasks.
- Contacted vendors to procure equipment and tools to meet organizational demands.
- Identified problems during daily work inspections and addressed concerns.
- Read work orders or received instructions from supervisors or homeowners to determine work requirements.
- Diagnosed equipment malfunctions and performed repairs to restore equipment and maintain uptime.
Education
Criminal Justice
Mays Landing, NJ09.2013
High School Diploma
Ocean City, NJ06.2010
Skills
- Product Knowledge
- Complaint Resolution
- Account Updating
- Scheduling
- Data Entry
- Data Collection
- Call Management
- Inbound and Outbound Calling
- Microsoft Office Suite
- Process Optimization
- Coordination
- Problem Resolution
- Clerical Support
- Prioritization
- Product Sales
- Service Upselling
- Documentation
- Client Relations
- Staff Training
- Conflict Resolution
- Researching
- Customer Service
- CRM Software
- Account Management
- Customer Relations
- Critical Thinking
- Tactful and Diplomatic
- Team Development
- Adaptive Team Player
- Active Listening
- Product Education
- Administrative Support
- System Implementation
- Operations Management
Education and Training
other,other
Timeline
Credit Card Specialist
Barclays Bank
10.2024 - 07.2025
Owner/Operator
Rs Corner Store
08.2022 - Current
Customer Service Lead
Royal Farms
03.2022 - 05.2022
Assistant General Manager
Zoomies
02.2020 - 03.2021
Parts Manager
AutoZone
01.2020 - 10.2021
Assistant Manager
Radio Shack Corporation
08.2017 - 09.2018
Lead Shift Manager
Cvs Pharmacy
10.2013 - 10.2018
Shift Lead Supervisor
Arbys
10.2010 - 10.2013
Electrician's Apprentice
Wire Wiz
10.2010 - 10.2010
Maintenance Crew
Ocean City Tabernacle
10.2006 - 10.2008
Criminal Justice
High School Diploma