Martin Bustamante
Glendale,AZ
Summary
Dedicated and results-driven professional with a proven track record in delivering exceptional customer service, adept problem-solving skills, and a flair for generating innovative ideas. With a keen eye for detail and a commitment to excellence, delivering unparalleled service experiences that leave a lasting impression on clients and customers. An individual consistently exceeded customer expectations, streamlined processes, and contributed to organizational growth. A successful team player with the ability to adapt and learn new skills efficiently.
Overview
9
9
years of professional experience
Work History
Residential Program Manager
Mi Casa Su Casa LLC
08.2019 - Current
- Kept resident files and regulatory paperwork current and accurate with diligent attention to administrative requirements.
- Trained direct care and managers to assist individuals with moderate to severe developmental disabilities carry out daily living tasks by coordinating expert support.
- Protected clients' monies and property by tracking spending and reconciling accounts.
- Created staff work schedules so each shift had appropriate number of employees for coverage.
- Monitored time cards and pay discrepancies for 100+ employees
- Monitored program performance and outcomes for successful delivery of services.
- Provided leadership, guidance and support to Managers and staff members.
- Developed and implemented training programs for staff.
- Created and managed budgets, efficiently allocating resources for social and community service projects.
- Communicated regularly with guardians of residents, answering questions and addressing concerns.
- Responded to injuries, accidents and allegations of abuse and misconduct by following company policies and when appropriate, law enforcement.
- Conducted daily inspections of several facilities for security purposes and identified issues requiring immediate resolution.
- Enforced policies and safety standards to ensure state compliancies are met at all times.
Training Specialist
Nexa
01.2019 - 08.2019
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Trained and mentored 10 new personnel hired to fulfill various roles every 3 weeks.
- Designed and facilitated training courses, aligning new learning development and solutions to organization's strategic goals, mission and vision.
- Organized and implemented coursework, oversaw scheduling and monitored attendance through learning management system.
- Conducted orientation sessions to assess skill levels and areas of strength and weakness.
- Documented participation and evaluated learning for each participant.
- Assisted in analyzing and assessing training and development needs for organizations, departments and individuals.
Customer Success Specialist
Nexa
02.2018 - 01.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Call Center Team Lead
Nexa
08.2017 - 02.2018
- Handled advanced issues with calm, knowledgeable and professional approach.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Responded to team support questions quickly to maintain call center efficiency.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained staff on operating procedures and company services.
Assistant Service Manager
Bell Lexus
07.2014 - 08.2017
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Guided techs on automotive repair, tool usage, and equipment operation.
- Followed up with customers during and after installations to verify satisfaction.
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
Education
High School Diploma -
Sunnyslope High School
Phoenix, AZ08.2010
Skills
- Leadership Development
- Team Oriented
- Proficient in Microsoft Office (Excel, Word, Outlook)
- Strategic Planning
- Typing Proficiency
- Problem-Solving Ability
Timeline
Residential Program Manager
Mi Casa Su Casa LLC
08.2019 - Current
Training Specialist
Nexa
01.2019 - 08.2019
Customer Success Specialist
Nexa
02.2018 - 01.2019
Call Center Team Lead
Nexa
08.2017 - 02.2018
Assistant Service Manager
Bell Lexus
07.2014 - 08.2017
High School Diploma -
Sunnyslope High School
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