Martina Latimar
Little Rock,AR
Summary
Accomplished Customer Experience Lead at Victoria's Secret, adept in strategic thinking and customer service, enhanced retention rates through innovative solutions. Skilled in team management and problem-solving, significantly boosted revenue with targeted upselling strategies. Proficient in Microsoft Office, excels in building relationships and multitasking, ensuring high productivity and customer satisfaction. Knowledgeable and dedicated customer service professional with extensive experience in Victoria's Secret industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Customer Experience Lead
Victoria's Secret
08.2023 - Current
- Led efforts to streamline communication channels, allowing for faster issue resolution and a more cohesive customer experience.
- Developed innovative solutions to address emerging customer needs, resulting in higher retention rates.
- Introduced targeted upselling strategies that boosted revenue without compromising customer satisfaction levels.
- Enhanced customer satisfaction by implementing new strategies to address concerns and resolve issues promptly.
- Optimized workflows through the implementation of automation tools, increasing productivity while enhancing the overall customer experience.
Front Desk Supervisor
Capital Hotel
10.2021 - 08.2023
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Scheduled and assigned daily work and activities for team members.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Collected room deposits, fees, and payments.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
Selling Associate/Bra Fit Specialist
Victoria's Secret & PINK
03.2018 - 07.2021
- Boosted customer loyalty by creating a warm, welcoming environment where clients felt comfortable discussing their intimate apparel needs.
- Contributed to store''s visual merchandising efforts by creating eye-catching displays featuring top-selling items or seasonal trends.
- Conducted staff training sessions to ensure all team members are knowledgeable about proper fitting procedures and product features.
- Consistently met personal sales goals by staying proactive in ensuring that customers receive timely assistance and expert guidance throughout their shopping experience.
- Assisted in inventory management, ensuring availability of popular sizes and styles for customer convenience.
- Provided professional advice on various types of bras based on individual body shape, size, and specific requirements.
- Offered solutions for common fit issues such as strap slippage or cup gaping by demonstrating appropriate adjustments or suggesting alternative styles.
- Increased sales through exceptional customer service, listening to client needs, and suggesting suitable products.
- Educated customers on proper bra fit, care, and maintenance for increased product longevity and comfort.
- Managed efficient cash register operations.
Receptionist
East Arkansas Enterprise
05.2017 - 08.2017
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
Education
Some College (No Degree) - Criminal Justice/applied Communication/health Ed
University of Arkansas At Little Rock
Little Rock, ARHigh School Diploma -
Forrest City High School
Forrest City, AR05.2016
Skills
- Strategic Thinking
- Team Management
- Data-driven decision-making
- Customer Service
- Teamwork and Collaboration
- Problem-Solving
- Problem-solving abilities
- Multitasking Abilities
- Calm and Professional Under Pressure
- Computer Skills
- Understanding Customer Needs
- Relationship Building
- Microsoft Office
- Data Entry
- Task Prioritization
- Product Knowledge
- Goal Setting
- Analytical Thinking
Knowledgeable with creating websites, business cards, and using word excel.
Working for East AR, Enterprise, we had a lot of small new businesses starting around the time I was working there.
One of my task was to get the word out about these places. I got creative in making the websites for these businesses, updating them, and creating/handing out business cards. Some of these places were small food places, that I even created food menus for.
Timeline
Customer Experience Lead
Victoria's Secret
08.2023 - Current
Front Desk Supervisor
Capital Hotel
10.2021 - 08.2023
Selling Associate/Bra Fit Specialist
Victoria's Secret & PINK
03.2018 - 07.2021
Receptionist
East Arkansas Enterprise
05.2017 - 08.2017
Some College (No Degree) - Criminal Justice/applied Communication/health Ed
University of Arkansas At Little Rock
High School Diploma -
Forrest City High School