Summary
Overview
Work History
Education
Skills
Languages
Affiliations
Timeline
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Paula Martinez

Brownsville,TX

Summary

Talented Floor Supervisor with demonstrated success in handling back-end functions such as payroll and recordkeeping while simultaneously promoting operational and team enhancements. Prepared to leverage many years of the field experience to take on a challenging new role.

Overview

16
16
years of professional experience

Work History

Merchandise/Floor Supervisor

JCPenney
Port Arthur, Texas
03.2022 - 06.2024
  • Supervised and evaluated staff performance, providing feedback and guidance as needed.
  • Scheduled staff shifts and assigned duties to ensure efficient workflow.
  • Ensured compliance with safety regulations and company policies.
  • Monitored inventory levels and placed orders for additional stock as required.
  • Processed customer payments accurately and efficiently.
  • Developed employee training materials and conducted orientation sessions for new hires.
  • Resolved customer complaints in a timely and professional manner.
  • Conducted regular store audits to identify areas of improvement or potential risks.
  • Provided excellent customer service by responding promptly to inquiries from customers or team members.
  • Maintained a clean, organized, and safe work environment at all times.
  • Assisted with the hiring process by screening resumes, conducting interviews, and making recommendations for hire.
  • Collaborated with other departments to meet organizational objectives.
  • Performed daily opening and closing procedures according to established guidelines.
  • Managed cash register operations including deposits, withdrawals, transfers.
  • Tracked sales data on a weekly basis to identify trends or patterns in customer behavior.
  • Implemented strategies aimed at increasing sales volume while minimizing costs.
  • Developed promotional campaigns that increased customer engagement and loyalty programs.
  • Created reports summarizing store operations performance and identified opportunities for improvement.
  • Collaborated with leadership to determine needs and devise improvement plans to reach strategic targets.
  • Addressed employee issues and conflicts to provide input, feedback and coaching.
  • Delegated tasks appropriate to individual employees to provide development opportunities.
  • Mentored employees in management of complicated sales, complex issues and difficult customers.
  • Taught junior employees proactive strategies to meet operational and sales goals.
  • Led employee performance evaluations and rewarded top performers to retain quality personnel.
  • Monitored performance of 30+ team members to develop optimization plans.
  • Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
  • Organized and updated schedules to optimize coverage for expected customer demands.
  • Connected with customers to provide assistance and collect feedback to optimize operations.
  • Maintained high merchandising standards by building attractive displays and monitoring inventory levels.
  • Initiated service consultations by asking customers open-ended questions to learn personal preferences and needs.
  • Monitored sales performance through analysis of sales reports and comparison shopping.
  • Led daily meetings for team employees to obtain feedback, provide information, and establish policies.
  • Trained and coached new employees according to new hire procedures and proven sales strategies.
  • Opened and closed store by counting cash, opening and closing cash registers and creating staff assignments.
  • Organized meetings, contests and various sales initiatives with department staff to achieve sales targets.
  • Displayed appropriate signage for products and sales promotions.
  • Identified potential security threats and adhered to company procedures to deter theft, vandalism and any suspicious activity within store and surrounding premises.
  • Planned workflow, coordinated employee scheduling and assigned duties to maintain performance and accommodate fluctuating workloads.
  • Monitored workers and reviewed completed work for proper performance.
  • Evaluated employee performance and prepared performance appraisals.

Health and Wellness Screener

HEB Pharmacy
Brownsville, TX
01.2015 - 05.2020
  • Assessed and evaluated client health needs to determine appropriate health screenings.
  • Conducted physical examinations, including measuring vital signs such as pulse rate, temperature, blood pressure and height and weight.
  • Analyzed test results and identified potential health risks for clients.
  • Educated clients on the importance of preventive healthcare measures.
  • Maintained accurate records of all assessments, screenings, and evaluations performed.
  • Counseled patients on how to manage chronic conditions such as diabetes or hypertension.
  • Collaborated with other healthcare professionals to ensure quality care for clients.
  • Monitored patient progress towards achieving their personal health goals.
  • Inspected equipment used during screening procedures for proper functioning.
  • Advised patients about available community resources that can help them improve their overall wellbeing.
  • Built strong and trusting rapport with clients and loved ones.
  • Maintained compliance with HIPAA protocols to safeguard patient privacy.
  • Restocked supplies and cleaned equipment between patients.
  • Attended training to validate or refresh basic professional skills.

Pharmacy Care Representative

HEB Pharmacy
Brownsville, TX
05.2014 - 05.2020
  • Assisted with patient inquiries regarding their medications, insurance coverage, and payment options.
  • Managed incoming calls from customers, pharmacies, and other medical personnel.
  • Processed prescriptions for accuracy prior to filling them.
  • Maintained accurate records of all prescription orders.
  • Resolved any customer complaints or issues that arose during the process of filling prescriptions.
  • Responded promptly to customer inquiries via phone.
  • Performed administrative tasks such as preparing reports, filing documents, entering data into computer systems.
  • Identified opportunities for improvement within the pharmacy care system by analyzing trends in customer satisfaction surveys.
  • Facilitated communication between pharmacists and healthcare providers on behalf of patients when necessary.
  • Provided support to pharmacists by reviewing refill requests for accuracy before they are filled.
  • Attended meetings with internal staff members to discuss progress made on pharmacy care initiatives.
  • Communicated with insurance companies for billing purposes.
  • Unloaded, unpacked, visually inspected, counted, segregated and stored incoming supplies and equipment.
  • Responded to telephone inquiries and provided information about order status, store hours and pharmacy procedures.
  • Maintained pharmacy counter and related areas in clean, neat and organized fashion.
  • Teamed with peers, technicians and pharmacists to prioritize and complete orders.
  • Opened incoming supplies and stocked in correct locations.
  • Answered customer questions about prescribed and OTC medications.
  • Performed filing, copying, faxing and other clerical tasks.
  • Trained new pharmacy staff in procedures and customer service standards.
  • Updated and submitted documentation for insurance, store and liability purposes.
  • Processed pharmacy payments by ringing up customers on cash register and handling cash and credit transactions.
  • Received written prescriptions and refill requests from patients, evaluating information for completeness and accuracy before filling.
  • Provided filled prescriptions to customers, included medication information sheets and coordinated consults.
  • Counted and balanced cashier drawers.

Inbound Call Center Team Lead

Advance Call Center Technology NationStar Mortgage
Harlingen, TX
03.2012 - 03.2014
  • Answered incoming customer calls regarding product inquiries, orders, complaints and general customer service.
  • Monitored incoming calls and managed customer inquiries in a timely manner.
  • Resolved escalated customer complaints and disputes over the phone.
  • Provided coaching and mentoring sessions to help employees improve their skillsets and reach their professional goals.
  • Developed and implemented processes for customer service operations.
  • Monitored incoming calls, emails, and chat messages for quality assurance purposes.
  • Assisted with the development of call scripts and other operational documents.
  • Implemented strategies to reduce wait times and improve agent productivity.
  • Managed day-to-day operations within the call center environment.
  • Facilitated communication between team members and management personnel.
  • Directed team of 40+ associates handling 100+ calls daily.
  • Managed customer concerns with calm demeanor and knowledgeable service.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.

Escrow Associate

Nation Star Mortgage NSM
Harlingen, TX
02.2012 - 03.2014
  • Reviewed and verified documents for accuracy to ensure compliance with escrow regulations.
  • Researched information related to title commitments and liens on properties.
  • Maintained accurate records of all transactions including disbursement requests and escrow agreements.
  • Assisted customers with questions regarding their accounts or the status of their transactions.
  • Responded promptly to inquiries from customers regarding their loans.
  • Processed payments and monitored delinquencies according to established procedures.
  • Educated customers regarding actions and strategies for debt repayment.
  • Obtained and compiled copies of loan applicants' credit histories, corporate financial statements and other financial information.
  • Reviewed client documentation and contracts for discrepancies and mistakes.
  • Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
  • Informed customers of loan application requirements and deadlines.

Home Health Care Provider

Jordan Health Services
Brownsville, TX
12.2008 - 12.2011
  • Provided in-home care to elderly and disabled patients, including assistance with daily living activities such as bathing, dressing, grooming, meal preparation, and medication management.
  • Assessed patient conditions by monitoring vital signs and tracking changes in health status.
  • Developed individualized care plans for each patient based on needs assessment.
  • Communicated regularly with physicians regarding patient care and progress.
  • Coordinated transportation services for medical appointments or other errands.
  • Accompanied patients to medical appointments to ensure understanding of physician instructions and appropriate follow-up care.
  • Maintained accurate records of patient assessments, treatments, medications, and changes in condition.
  • Educated patients and family members about disease processes and treatment options.
  • Performed light housekeeping tasks related to the safety of the patient's environment.
  • Administered prescribed medications according to physician orders while documenting dosage amounts and times taken.
  • Provided emotional support to patients dealing with illness or disability challenges.
  • Monitored nutrition intake levels by preparing meals based on dietary requirements and restrictions.
  • Assisted with physical therapy exercises as directed by a physical therapist or nurse practitioner.
  • Provided companionship through conversation, outings, reading aloud, playing games.
  • Responded promptly to all inquiries from supervisors or clients regarding home health services rendered.
  • Managed supplies inventory by ordering necessary items when needed.
  • Ensured adherence to infection control protocols within the home setting.
  • Collaborated closely with other healthcare professionals involved in patient care plan development.
  • Participated in continuing education programs relevant to home health care provision.
  • Maintained clean and well-organized environment for client happiness and safety.
  • Dressed, groomed and fed patients with limited physical abilities to support basic needs.
  • Developed strong and trusting rapport with patients to facilitate smooth, quality care.
  • Assisted patients with personal care to alleviate burden on family members.
  • Helped clients stay happy and healthy by providing mental and emotional support.
  • Ran errands for clients and drove to appointments to maintain wellness and support daily living needs.
  • Arranged medications and dispensed prescribed doses at scheduled intervals.
  • Prepared meals and snacks to meet individual nutritional requirements.
  • Planned optimal meals based on established nutritional plans.
  • Checked patients' pulse, temperature and respiration.
  • Transported individuals to medical appointments and assisted with errands.
  • Maintained updated records and safeguarded patient privacy in accordance with HIPAA.

Education

Bachelor of Science - Biology and Chemistry Minor

The University of Texas Rio Grande Valley
Edinburg, TX
06-2020

Skills

  • Operations Oversight
  • Operations Management
  • Customer Satisfaction
  • Stock management
  • POS systems operations
  • Quality controls
  • Team Leadership
  • Policy Enforcement
  • Payroll Processing
  • Retail Merchandising
  • Team Supervision
  • Employee Motivation
  • Safety Monitoring
  • Task Delegation
  • Customer engagement strategies
  • Performance Coaching
  • Workplace organization
  • Loss Prevention
  • Performance Improvements

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

Affiliations

  • Fitness Enthusiast: Regular gym attendance for consistent strength training and cardiovascular workouts.
  • Passionate about healthy meal prepping and creating new recipes.
  • High Rank Part-time e-commerce retailer: Ebay, Poshmark and Mercari

Timeline

Merchandise/Floor Supervisor

JCPenney
03.2022 - 06.2024

Health and Wellness Screener

HEB Pharmacy
01.2015 - 05.2020

Pharmacy Care Representative

HEB Pharmacy
05.2014 - 05.2020

Inbound Call Center Team Lead

Advance Call Center Technology NationStar Mortgage
03.2012 - 03.2014

Escrow Associate

Nation Star Mortgage NSM
02.2012 - 03.2014

Home Health Care Provider

Jordan Health Services
12.2008 - 12.2011

Bachelor of Science - Biology and Chemistry Minor

The University of Texas Rio Grande Valley

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Paula Martinez