Martha Ruiz
Oakland,CA
Summary
Goal-oriented Customer Service Manager with 4 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service.
Overview
6
6
years of professional experience
Work History
Marketing Manager
Cucalon And Matin Orthodontics
San Francisco, CA
10.2021 - Current
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
- Created company brand messaging, collateral materials, customer events, promotional strategies and product commercialization.
- Managed workflow between staff, coordinating documents, planning and creative material distribution.
- Utilized market trends and target audience statistics to effectively and appropriately market products.
- Fostering relationships to maintain existing clients, while developing new relationships to attract potential clients.
- Coordinated meetings between project members and clients to develop ideas, discuss progress and set goals.
- Maintained complete database of files, contacts and project materials.
- Transformed corporate website and social media platforms to better engage customers and promote sales.
- Implemented creative partnership building, event sponsorship, activation platforms and consumer experience design.
- Increased consumer leads through development of targeted advertisements and dealer direct response program.
- Kept organized tracking documents detailing assignments, in-progress work and completed project milestones.
- Onboarded new customers efficiently by developing database listings, uploading information and defining related lists.
HR Administrator
Genetech
South San Francisco, CA
10.2021 - 06.2022
- Handled on-boarding process for newly hired employees, which included distribution of all paperwork.
- Oversaw hiring, staffing, and labor law compliance.
- Prepared new hire letters, employee contracts and corporate policies.
- Updated HR database with new employee information, changes in benefits and other details.
- Addressed employee conflicts with appropriate urgency, following all corporate procedures.
- Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates.
- Managed benefits enrollment by answering questions and aiding employees with login details.
- Oversaw exit interviews and off-boarding process for resigned and terminated employees.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for [Number] new employees.
- Coordinated ongoing technical training and personal development classes for staff members.
- Assign and monitor employee progress during assignment to training branch by obtaining feedback from training branch and conducting regular calls with trainees while at job shadow branches.
- Develop and execute change management plans, including communication strategies, in support of business change
Customer Service Manager
Woodtech Inc
Oakland, CA
06.2017 - 08.2021
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Gather and verify all required customer information for tracking purposes.
- Accurately documented, researched, and resolved customer service issues.
- Managed customer calls effectively and efficiently in a complex, fast-paced, and challenging environment.
- Acted professionally and patiently when addressing negative customer feedback.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and service creating welcoming, positive experiences.
- Investigated and resolved accounting, service and delivery concerns.
- Increased efficiency and team productivity by promoting adherence to operational best practices and company polices.
- Collected vital information to support company and assocviates through interviews and data analysis.
- Complied customer feedback and recommended service delivery improvements to management.
- Preserved revenue streams by utilizing strong communications and negotiation skills, offereingh refunds as last resort to maintain customer satisfaction.
Education
Associate of Science - Nursing
Merritt College
Oakland05.2023
Certificate - Medical Assistant Program
Treasure Island Job Corps
Oakland08.2021
Skills
- Employee Hiring
- Employment Data Tracking
- Complaint Response
- Trade Show Coordination
- Salesforce CRM Software
- Demand Generation
- Workflow Management
- Policy Enforcement
- Scheduling and Coordinating
- Administration and Reporting
Timeline
Marketing Manager
Cucalon And Matin Orthodontics
10.2021 - Current
HR Administrator
Genetech
10.2021 - 06.2022
Customer Service Manager
Woodtech Inc
06.2017 - 08.2021
Associate of Science - Nursing
Merritt College
Certificate - Medical Assistant Program
Treasure Island Job Corps
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