Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
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Monica Martinez

Experienced Training Supervisor
Indianapolis,IN

Summary

Dynamic Training Supervisor with a proven track record at Kohl’s eFC, excelling in leadership development and project planning. Expert in Microsoft Office Suite, I have successfully enhanced training programs and optimized workflows, fostering cross-functional collaboration and driving performance improvements across teams. Committed to elevating staff capabilities and client satisfaction.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Training Supervisor

Kohl’s eFC
Plainfield, Indiana
09.2017 - Current
  • Reviewed course evaluations from trainees in order to make improvements accordingly.
  • Developed new training programs in compliance with company and government standards.
  • Coordinated continuous education and professional development opportunities for staff.
  • Coordinated logistics for training sessions, including scheduling, venue selection, and equipment setup.
  • Managed training calendar for entire fiscal year, including setting course plans, training spaces and department rotations.
  • Oversaw training courses and promotional paths for professionals and leaders.
  • Mentored and onboarded new staff members to establish top client satisfaction.
  • Collaborated with department heads to tailor training programs to specific job roles and functions.

Warehouse Associate/Training Lead

Amazon.com
Indianapolis, Indiana
10.2015 - 09.2017
  • Knowledge of the methods and procedures used in receiving, sorting, and distributing products within the warehouse.
  • Ability to utilize personal computer systems, software, and applications to complete various work tasks, including sending e-mails, maintaining warehouse records, etc.
  • Trained new hires on order pickers and all job functions.
  • Collaborated with team members to complete tasks efficiently and accurately.
  • Adhered strictly to company policies regarding quality control measures throughout the shipping process.

Customer Service Representative III /Floor Supervisor

Dish Network
Harlingen, Texas
10.2010 - 10.2015
  • Addressed and diffused irate customers' concerns effectively in one interaction.
  • Led on- and off-site customer support teams across multiple time zones.
  • Resolved customer complaints promptly and efficiently.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • After being on the team for a year, I was then promoted to become a PM Floor Supervisor.

Customer Service Representative III/Floor Manager

Teleperformance Int.
Edinburg, Texas
08.2006 - 10.2010
  • Answered phone calls associated with technical and quality problems; the objective was to resolve all phone calls in a timely, yet professional manner.
  • Phone calls came from unsatisfied customers throughout the United States and some foreign regions, resulting in easing customers’ bad experiences and keeping customers with the company.
  • After 8 months, I was hand-selected by Sales Manager Zuni Gonzalez to become an adjustment auditor, later becoming an adjustment manager, and within 8 months, I filled the position of Fraud Manager/Sales/Adjustment Manager.
  • My responsibilities were: training every member of the call center (including payroll staff) on some product changes and updates.
  • Creating a variety of forms, letters, reports, and memos.
  • Organizing and maintaining office files and records.
  • Fine comb through all credits and adjustments given in the call center to ensure that fraudulent activity was not present.
  • Promoted teamwork among team members by encouraging collaboration on projects or initiatives.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.

Education

High School Diploma -

Mercedes High School
Mercedes, Texas

Some College (No Degree) - Business Management

Southern New Hampshire University
Hooksett, NH

Skills

  • Microsoft Office Suite expert
  • Leadership Development
  • Cross-functional collaboration
  • Performance Assessment
  • Project planning and development
  • Workflow optimization

Certification

  • Class C - Standard Driver's License
  • Forklift Certifications, Train and Drive, Walkie Rider, Reach Truck, Order Picker, Sit-Down Forklift, Swing Reach

Personal Information

Typing Speed: 90 Words per Minute

Timeline

Training Supervisor

Kohl’s eFC
09.2017 - Current

Warehouse Associate/Training Lead

Amazon.com
10.2015 - 09.2017

Customer Service Representative III /Floor Supervisor

Dish Network
10.2010 - 10.2015

Customer Service Representative III/Floor Manager

Teleperformance Int.
08.2006 - 10.2010

High School Diploma -

Mercedes High School

Some College (No Degree) - Business Management

Southern New Hampshire University

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Monica MartinezExperienced Training Supervisor