REFUGIA "SHASTA" MARTINEZ
Wylie,TX
Summary
Bilingual Operations and Office Management professional with 10+ years of experience supporting business operations, leading teams, improving processes, and coordinating administrative functions. Experienced in supervising multi-site operations, managing schedules, supporting payroll and HR processes, developing SOPs, improving workflows, and operational efficiency. Recognized for identifying process improvements, increasing productivity, and helping businesses operate more effectively.
Overview
9
9
years of professional experience
Work History
Office Manager
Charity Supply
Carrollton, USA
07.2023 - Current
- Direct daily office operations while overseeing 13 donation drop-off locations and supervising 23 site attendants and an Assistant Office Manager.
- Develop weekly employee schedules and staffing plans, balancing coverage across multiple locations while adapting to changing operational needs.
- Coordinate donation pickup scheduling for four charitable organizations, determining the most efficient weekly service schedule by evaluating service areas, existing routes, and operational priorities.
- Schedule donor pickups using Microsoft Access and Scheduler, ensuring appointments align with service areas and collection schedules.
- Enter and maintain weekly donation poundage data using Microsoft Access and Scheduler, ensuring operational records remain accurate.
- Adjust driver assignments and pickup schedules in WorkWave Route Manager when operational changes arise or additional pickups are required.
- Make operational decisions regarding return pickups when transportation leadership is unavailable, consulting management on complex situations when appropriate.
- Review payroll for accuracy using Paycor before final management approval.
- Approve employee time-off requests while maintaining staffing coverage across all donation locations.
- Participate in interviewing, hiring recommendations, onboarding, coaching, disciplinary actions, and employee performance reviews.
- Create and implement Standard Operating Procedures (SOPs) that standardized office processes and improved employee training.
- Streamline office workflows and train the Assistant Office Manager, enabling the position to transition from full-time to part-time while maintaining productivity and service levels.
- Partner closely with the Production Manager to identify paperwork discrepancies, scheduling concerns, and operational issues before they affect productivity.
- Manage the production, quality control, and distribution of 50,000+ donor postcards weekly, ensuring mailing accuracy, print quality, and timely delivery to support fundraising efforts.
- Manage approximately 50 inbound calls daily across five charitable organizations and the main business line, scheduling donor pickups, resolving service concerns, coordinating future collections, and providing professional customer support.
- Maintain confidential personnel records and provide administrative support to leadership.
- Consistently step outside assigned responsibilities to support office, warehouse, and operational needs while maintaining a clean, organized, and professional work environment.
Production & Fulfillment Associate
Botanical Green Care
McKinney, USA
12.2021 - 06.2023
- Independently manufactured and mixed the company's complete product line while maintaining consistent quality and product standards.
- Improved production processes, transforming a two-person operation into an efficient one-person workflow.
- Produced large inventory batches to maintain product availability and meet customer demand.
- Managed inventory, organized production materials, and maintained an efficient, well-organized workspace.
- Supported daily production operations, allowing the owner to focus on order processing, shipping, and business administration.
- Maintained quality control while ensuring production goals and customer expectations were consistently met.
Customer Service Representative | Administrative Assistant
3JG Printing LLC
Garland, USA
05.2017 - 11.2020
- Managed customer orders from initial quote through production and final delivery, ensuring excellent customer satisfaction.
- Oversaw embroidery order workflow, ensuring orders were completed accurately and on schedule.
- Created and implemented a new box-labeling system that improved organization, inventory management, and order fulfillment.
- Assisted with supervising production employees while promoting teamwork, accountability, and efficient workflow.
- Motivated employees to improve productivity while maintaining high-quality standards.
- Served as the primary point of contact for customers, providing updates, resolving concerns, and coordinating production schedules.
- Prepared estimates, processed work orders, maintained customer records, and supported daily administrative operations.
- Coordinated outsourced embroidery projects by communicating with vendors, tracking deadlines, and ensuring quality standards were met.
- Worked closely with production staff to prioritize orders, resolve production issues, and meet customer deadlines.
- Assisted with filing, order tracking, data entry, invoicing support, and office organization.
- Operated screen-printing equipment and supported production during high-volume periods.
- Built strong customer relationships through responsive communication, attention to detail, and dependable service.
Education
GED
Plano, TXSome College (No Degree) - Medical Billing And Coding
Westwood College
Dallas , TxSkills
- Leadership
- Office & Operations Management
- Multi-Site Operations
- Workforce Planning & Scheduling
- HR Support
- Employee Relations
- Recruiting & Interviewing
- Onboarding & Training
- Employee Coaching
- Performance Reviews
- Progressive Discipline
- Payroll Preparation & Verification
- SOP Development
- Process Improvement
- Customer and Donor Relations
- Microsoft Outlook
- Microsoft Word
- Microsoft Excel (Basic)
- Microsoft PowerPoint
- Microsoft Access
- Microsoft Scheduler
- WorkWave Route Manager
- Shipstation (Previous Experience)
- Shopworks (Previous Experience)
- Adobe Photoshop (Previous Experience)
Volunteer Experience
- Feed My Starving Children, Volunteer 01/01/25- Present, Volunteer regularly in a high-volume food production environment assembling and packaging meals for children and families in developing countries., Collaborate with volunteer teams to meet production goals while maintaining quality and food safety standards.
- Community Volunteer - Present Participate in community clean-up initiatives that promote safe, clean, and welcoming public spaces.
Languages
- English- Fluent
- Spanish- Fluent
Timeline
Office Manager
Charity Supply
07.2023 - Current
Production & Fulfillment Associate
Botanical Green Care
12.2021 - 06.2023
Customer Service Representative | Administrative Assistant
3JG Printing LLC
05.2017 - 11.2020
GED
Some College (No Degree) - Medical Billing And Coding
Westwood College