Maria Martinez
Lyndhurst,NJ
Overview
14
14
years of professional experience
Work History
Service Advisor
Acura
05.2023 - Current
- Educate customers regarding regular maintenance protocols to preserve vehicle condition.
- Examine service history and provided initial inspection of vehicle to identify issues.
- Maintain high customer satisfaction standards to meet or exceed targets.
- Handle customer issues with confidence, using complex problem solving to provide effective resolution.
Service BDC Manager
Route 22 Nissan
05.2021 - 01.2023
- Partner with subject matter experts in continuous improvement process, upgrade data quality and innovative information management strategies.
- Leverage technology to respond to customer website, social media and email inquiries.
- Monitor customer service index emails to obtain above district percentage.
- Promptly handle any service complaints resulting in higher return ratio.
- Monitor calling blitzes for select customer demographics to support marketing initiatives.
Service Business Development Center Manager
Metro Honda - Jersey City
08.2018 - 02.2021
- Hire, train, and develop motivated customer service staff.
- Ensure proper follow up, promoting above average customer satisfaction index and retention.
- Resolved conflicts and negotiate mutually beneficial agreements between parties.
- Served as a liaison with external factory representatives
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
- Manage scheduling system for interdepartmental employee vacation coverage.
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels.
Quality Control Supervisor
IMS HEALTH
10.2017 - 08.2018
- Amplified the highest level of customer centricity, professionalism, engagement, and inspection at all times.
- Communicated clear expectations for performance and attendance. Held staff accountable for delivering what is expected through individualized and ongoing performance and productivity reviews.
- Monitored interactions and processing support requests for accuracy of information, process and policy adherence, and call handling standards.
- Documented evaluations utilizing departmental templates, established quality standards and quality monitoring technology.
- Proactively identified trends based on quality evaluations and provides program operations leadership with regular performance feedback.
Administration Manager
UNITED STATES MARINE CORPS
09.2010 - 09.2017
- Supported Chief Operating Officer with daily operational functions.
- Coordinated personnel professional military education courses and annual training to ensure team readiness.
- Attentively reviewed and updated all publications of the Navy and Marine Corps guidelines needed in facilities.
- Conducted Suicide prevention, harassment, assault, and hazing training on a monthly basis.
- Mentored and counseled junior Marines through monthly reviews with constructive critisicm and short term goals for the upcoming month.
- Ensured team of Marines received vaccinations in proper time frames to obtain 100% team readiness.
Education
BBA - Health Services Management
Berkeley College
Newark, NJ05.2020
Associate of Applied Science - Health Services Administration
Berkeley College
Newark, NJ05.2017
Skills
- MS Windows proficient
- Exceptional communication skills
- Trusted key holder
- Product promotion
Timeline
Service Advisor
Acura
05.2023 - Current
Service BDC Manager
Route 22 Nissan
05.2021 - 01.2023
Service Business Development Center Manager
Metro Honda - Jersey City
08.2018 - 02.2021
Quality Control Supervisor
IMS HEALTH
10.2017 - 08.2018
Administration Manager
UNITED STATES MARINE CORPS
09.2010 - 09.2017
BBA - Health Services Management
Berkeley College
Associate of Applied Science - Health Services Administration
Berkeley College