Mark Martinez
New York,NY
Summary
Dependable and experienced professional with 10+ years of customer service experience including supervisory responsibilities in high-volume environments. Strong background in customer relations, team leadership, conflict resolution, safety awareness, and staff training. Experienced and versatile working with diverse populations, maintaining organized and efficient operations, and handling fast-paced environments with professionalism and attention to detail. Recognized for reliability, strong communication, teamwork, and the ability to remain calm and effective under pressure.
Overview
1
1
Certification
4
4
years of post-secondary education
6
6
years of professional experience
Work History
F01/F02 certified Security Guard / CCTV Operator
Mulligan Security at the Rosevelt hotel
New York, NY
09.2023 - 07.2025
- Monitored CCTV surveillance systems and security equipment to identify suspicious activity, safety concerns, unauthorized access, and potential security incidents.
- Supervised security personnel, assigned posts and responsibilities, and coordinated daily coverage to ensure effective security operations.
- Responded professionally to emergencies, disturbances, medical incidents, and security concerns while following established procedures and protocols.
- Prepared detailed incident reports, shift logs, and daily security documentation, ensuring accurate communication between security teams and management.
Guest Experience Lead
COLOR FACTORY INC
New York, NY
06.2022 - 03.2023
- Responded to and resolved guest and employee concerns professionally, using conflict-resolution skills to address issues and maintain positive relationships.
- Mentored and supported new team members through onboarding, coaching, and hands-on guidance to promote confidence and strong job performance.
- Fostered effective teamwork and communication among employees, contributing to a collaborative and positive work environment.
Shift Lead Supervisor
Lighthouse Immersive Van Goh Exhibit
New York, NY
09.2021 - 07.2022
- Supervised daily operations and supported store management by maintaining high standards for customer service, quality, and operational efficiency.
- Resolved customer complaints and service issues professionally, identifying appropriate solutions to maintain customer satisfaction and positive relationships.
- Assisted management with day-to-day operational needs while maintaining a professional, organized, and customer-focused environment.
Hospitality Associate & Banquet Server , Facilities Specialist, Patient Dining Associate/ Expediter
Presbyterian hospital
New York, NY
07.2019 - 03.2021
- Hosted and managed VIP catering events for high-profile clients, delivering personalized service and ensuring a seamless guest experience.
- Managed daily catering operations including order preparation, client communication, event set up break down and on site execution to ensure seamless and high quality service.
- Prepared, poured, and garnished alcoholic beverages, including craft beers, fine wines, and specialty drinks, while maintaining responsible and professional service standards.
Education
High school diploma -
Eagle Academy For Young Men
Bronx, NY 09.2009 - 06.2013
Skills
- Training and development
- Emergency and conflict management
- Incident reporting
- Surveillance
- Security
- Teaching
- Supervising
- Customer service/Hospitality
- Sales
- Guest services
- Event coordinator/support
- Fundraising
- Canvassing
- Problem-solving
- Mentoring
- Warehouse support
- Intake assessment
- Leadership
Skills
- Training and development
- Emergency and conflict management
- Incident reporting
- Surveillance
- Security
- Teaching
- Supervising
- Customer service/Hospitality
- Sales
- Guest services
- Event coordinator/support
- Fundraising
- Canvassing
- Problem-solving
- Mentoring
- Warehouse support
- Intake assessment
- Leadership
- Hotel experience
- Food industry
Certification
Guard Card
F01,
F02,
F03 certified
Osha 10
Henkels & McCoy career connections- Built strong professional relationships with mentors to strengthen workplace skills, personal development, and career readiness.
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
F01/F02 certified Security Guard / CCTV Operator
Mulligan Security at the Rosevelt hotel
09.2023 - 07.2025
Guest Experience Lead
COLOR FACTORY INC
06.2022 - 03.2023
Shift Lead Supervisor
Lighthouse Immersive Van Goh Exhibit
09.2021 - 07.2022
Hospitality Associate & Banquet Server , Facilities Specialist, Patient Dining Associate/ Expediter
Presbyterian hospital
07.2019 - 03.2021
High school diploma -
Eagle Academy For Young Men
09.2009 - 06.2013