Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative
Oceana Martin

Oceana Martin

Level 3 Processing Assistant
Tucson,AZ

Summary

Result Driven Process Associate seasoned in coordinating and implementing business process improvement projects while enhancing effectiveness and efficiency in support of business goals. Strong record in designing process architecture, establishing process measurement systems and educating associates to manage processes effectively. Adept at providing superior communicative and interpersonal skills to interact with diverse and groups at all organizational levels.

Overview

6
6
years of professional experience

Work History

Level 3 Processing Assistant

Amazon
Tucson, AZ
02.2021 - Current
  • Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.
  • Performed visual assessment of products to evaluate conformance with quality standards.
  • Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards.
  • Conducted training and change management processes to improve operations.
  • Analyzed current business plan, identified inefficiencies in existing processes, and tracked performance following implementation of improvements.
  • Support Area Managers and Associates.
  • Track and report labor hours.
  • Providing vacation coverage for Area Managers.

Level 1 Problem Solve Lead

Amazon
Tucson, AZ
09.2019 - 02.2022
  • Managed timely and effective replacement of damaged or missing products.
  • Responded proactively and positively to rapid change.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Support the problem solvers of the department as required, not limited to supporting other departments problem solve teams.
  • Helping support daily management of department duties, including allocating problem solve labor, leading problem solve meetings, assigning job duties, and communicating with leadership.
  • Assisting the floor as an associate resource, training associates and verifying SOP compliance.

Customer Service Associate

Walgreens
Tucson, AZ
07.2017 - 09.2019
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Informed customers about special promotions and provided detailed information for various products.
  • Developed and actualized customer service initiatives to decrease wait times.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Boosted sales revenue by skillfully promoting diverse service options.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Register customer purchases on assigned cash register, collect cash, distribute change as requested, process voids, returns, rain checks, refunds, and exchanges as needed.

Education

Software Development - Computer And Information Sciences

Duke University
Durham, NC
07.2022

GED -

Pima Community College
Tucson, AZ
09.2018

Skills

  • Customer Service
  • Discrepancy Reconciliation
  • Critical Thinking
  • Interpersonal Skills
  • Problem Solving
  • Leadership Skills
  • Decision Making
  • Adaptability
  • Computer Skills including, Microsoft Word, Microsoft Office, Microsoft Excel, and Microsoft Outlook
  • Operation of in-Network Labor and Shift Management software

Timeline

Level 3 Processing Assistant

Amazon
02.2021 - Current

Level 1 Problem Solve Lead

Amazon
09.2019 - 02.2022

Customer Service Associate

Walgreens
07.2017 - 09.2019

Software Development - Computer And Information Sciences

Duke University

GED -

Pima Community College

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Oceana MartinLevel 3 Processing Assistant