Martin Guiulfo
Houston,TX
Summary
Spirited Leader, committed to inspiring personal drive and self-confidence through motivational training and skills development. Employs example-based instruction style to build trust as hands-on leader and guarantee safety of activities. Believes in open, constructive communication between staff and team to set clear goals and build vision of excellence.
Overview
9
9
years of professional experience
Work History
In-Home Coach
Asurion
08.2022 - Current
- Utilized positive communication to encourage team and promote integrity and respect.
- Collaborated with other coaches to create and execute game plans.
- Monitored team practices to establish high level of performance.
- Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience, and respect for others.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Team Captain (Manager)
Enjoy Technology
08.2017 - 08.2022
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
Customer Service Representative (Lead)
AT&T Mobility
06.2015 - 08.2017
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Responded to customer calls and emails to answer questions about products and services.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Engaged clients in person and over phone to answer questions and address complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
Education
Associate of Science - Biology
San Jacinto College District
Pasadena, TX05.2013
Skills
- Microsoft Internet Explorer
- Microsoft Windows
- Atlassian JIRA
- Microsoft Power BI
- Cash Register Operation
- POS Systems
- Brand Awareness
- Customer Traffic Management
- Excellent Written and Verbal Communication
- Exceeding Customer Expectations
- Retail Metrics and Goals
hobbies
- Novice Runner
- Intermediate Weightlifter
- Musician
Languages
Spanish
Native or Bilingual
Timeline
In-Home Coach
Asurion
08.2022 - Current
Team Captain (Manager)
Enjoy Technology
08.2017 - 08.2022
Customer Service Representative (Lead)
AT&T Mobility
06.2015 - 08.2017
Associate of Science - Biology
San Jacinto College District