Ramona Martinez
Tomball,TX
Summary
Self-motivated professional successful in seizing viable opportunities for expansion and innovation in business. Background in increasing profits, reducing costs and transforming customer service standards. Experienced in leading and supervising operational and sales teams. Creative Business Owner with exceptional background spent in Industry. Proven leader with engaging demeanor and success working in most demanding environments. Talented in training and mentoring successful teams. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
17
17
years of professional experience
Work History
Janitorial Supervisor
Regency Apts
01.2008 - 12.2009
- Trained staff on safe operation of cleaning equipment, tools, devices and chemical and cleaning agents to efficiently perform duties and reduce harm to floors, fixtures, staff and environment.
- Issued assignments to staff and inspected special requests and areas of concentration to encourage smooth flow of housekeeping operation.
- Distributed supplies and goods to staff at beginning of shift to manage inventory and maintain proper supplies while controlling expenses.
- Complied with accident and loss prevention programs, SOPs and health and sanitation standards to achieve high level of cleanliness and customer satisfaction.
- Trained and mentored new staff on cleaning and safety protocols.
- Developed and maintained comprehensive inventory system to track equipment and supplies.
- Addressed customer feedback and complaints to maximize satisfaction.
- Conducted regular audits of public spaces and staff work areas to maximize quality control.
Childrends Advocate
Safe Place & Rape Crisis Center
12.2006 - 07.2007
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Delivered friendly service and offered expert support in every interaction.
- Maintained positive relationships with community to build and nurture dynamic partnerships.
- Assisted individuals in navigating processes and procedures to resolve issues, understand rights and express views.
- Conducted pre-screening activities to determine eligibility for supportive services.
- Organized supporting documentation for individuals under evaluation and coordinated paperwork transfers to correct staff members.
- Planned and implemented process improvements and reporting systems to streamline operations.
- Greeted and welcomed new patients, assisting with orientation of programming schedule and rules.
- Answered telephone and coordinated meetings and conferences.
- Kept up-to-date on case progress by frequently reviewing records and reporting findings to clients.
- Managed administrative tasks for firm partners and associates.
- Provided administrative support and research for civil litigation and civil proceedings.
- Handled complex scheduling for appointments, court appearances and depositions for busy litigation firm.
- Created intake sheets for English and Spanish clients and conducted interviews in both languages.
Customer Service Manager
Wal Mart"s
11.2000 - 05.2005
- Supervised cashiers in providing excellent customer service to callers requiring assistance for sales and incorrect pricing issues.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Led customer service projects to address and achieve key business objectives.
- Managed customer service budgets for cost-effective staff and resource allocation.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Took ownership of customer issues and followed problems through to resolution.
Floor Supervisor
Catherines
06.2005 - 11.2005
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Met with management to discuss work plans and develop enhancements and strategies to achieve operational objectives.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Evaluated work of 4 floor employees to improve performance.
- Reduced employee turnover with hands-on leadership and coaching.
- Designed and built over 8 displays to generate customer interest in store merchandise.
- Delegated tasks to employees to enhance productivity and workflow.
- Assisted supervisor with feedback for employee performance evaluations.
- Defined and enforced store procedures in compliance with company policies and procedures.
- Managed store inventories with periodic audits to verify correct counts and adherence to stock management protocols.
- Implemented cost-saving measures to reduce waste and optimize profitability.
- Inspected work areas to keep free of hazards and maintain proper function of safety equipment.
- Trained new team members on proper and safe use of tools and equipment.
- Handled day-to-day shipping and receiving overseeing more than 25 to 40 packages per day.
- Resolved conflicts between team members and addressed complaints or grievances.
- Scheduled shifts and shift changes to accommodate workload and customer needs.
- Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
Owner and Operator
Self Employed
01.2011 - 04.2018
- Managed day-to-day business operations.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Established foundational processes for business operations.
- Founded and managed cleaning business, growing revenue to $69,000 in first year.
- Prepared bank deposits and handled business sales, returns and transaction reports.
- Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
- Adhered to regulatory and policy changes and made necessary adjustments to maintain overall success.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
Education
Accounting - Basics
Odessa High School
Odessa, TX06.1996
Skills
- Budget Administration
- Labor Relations
- Administrative Oversight
- Regulatory Compliance
- Sales Leadership
- Business Development
- Business Planning
- Team Oversight
- Staff Hiring
- Human Resource Management
- Client Service
- Verbal and Written Communication
- Staff Management
Languages
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Owner and Operator
Self Employed
01.2011 - 04.2018
Janitorial Supervisor
Regency Apts
01.2008 - 12.2009
Childrends Advocate
Safe Place & Rape Crisis Center
12.2006 - 07.2007
Floor Supervisor
Catherines
06.2005 - 11.2005
Customer Service Manager
Wal Mart"s
11.2000 - 05.2005
Accounting - Basics
Odessa High School
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