Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Martha I Martinez

Miami,FL

Summary

Experienced supervisor with a strong background in managing retail and call center operations. Proven track record of optimizing team performance and driving customer satisfaction. Skilled in training, monitoring, and managing high-performance teams in fast-paced environments. Adept at identifying areas for improvement and implementing effective strategies to enhance productivity and efficiency.

Overview

35
35
years of professional experience

Work History

OTCHS Call Center Supervisor

CVS Health
12.2018 - Current
  • Implemented quality assurance measures, leading to an increase in first-call resolution rates and overall customer satisfaction scores.
  • Coached and mentored agents for increased performance, resulting in higher customer service ratings.
  • Enhanced knowledge sharing among team members through weekly meetings that included collaborative problem-solving exercises.
  • Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
  • Completed bi-weekly payroll for employees.

Store Supervisor

CVS
11.2016 - 12.2018
  • Conducted inventory analysis to determine optimal stock levels.
  • Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
  • Supervised associates by providing direction and instruction for stocking shelves, rotating stock, and receiving deliveries.
  • Managed cash handling processes accurately to maintain financial integrity within the stores daily transactions.

Photo Lab Manager

CVS
12.1993 - 10.2016
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Ensured timely payments to employees by diligently monitoring payroll schedules and deadlines.

Photo Lab Technician

CVS/Eckerd Drug Store
10.1989 - 12.1993
  • Accepted and completed orders for photographs and photo merchandise.
  • Trained employees on proper procedures for handling money, printing photographs and restocking supplies.
  • Implemented time-saving methods, which enabled photo lab to run more efficiently.

Education

Associates in Arts -

Miami Dade College
Miami, FL
01.1994

High school Diploma -

Miami Senior High School
Miami, FL
01.1991

Skills

  • Coaching and Mentoring
  • Goal-Oriented
  • Leadership
  • Problem-solving
  • Team-building
  • Time-management

Languages

Spanish
Native or Bilingual

Timeline

OTCHS Call Center Supervisor

CVS Health
12.2018 - Current

Store Supervisor

CVS
11.2016 - 12.2018

Photo Lab Manager

CVS
12.1993 - 10.2016

Photo Lab Technician

CVS/Eckerd Drug Store
10.1989 - 12.1993

High school Diploma -

Miami Senior High School

Associates in Arts -

Miami Dade College

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Martha I Martinez