Rehjii Martin
Silverton,OR
Summary
Reliable Operations Manager with over 2 years of experience in bookkeeping, payroll and financial management. Motivational and inspiring team leader with expertise in scheduling, customer relationship management and inventory control. Resourceful and methodical self-starter. Also, a detail-oriented IT Professional with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
2
2
Certifications
Work History
Operations Manager
Public
Portland, OR
02.2022 - Current
- Recruit, select, hire, and train new call center personnel and prepare them to respond to customer questions and concerns
- Prepare call center performance reports by collecting and analyzing call agents’ data
- Evaluates individual performance reviews and overall team effectiveness with upper management
- Help call agents with challenging customer service issues
- Monitor team performance and provide tools if necessary
- Determine call center operational strategies by evaluating team results and objectives
- Maintain and improve call center operations by monitoring system performance and identifying and resolving problems
- Meet financial targets by estimating performance requirements and preparing annual and monthly budgets
- Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations
- Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses
- Summarize, collect and analyze call center trends and data for regular performance reports
- Oversee system maintenance and upgrade implementation
- Call for repairs and trouble shooting as needed
- Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Partnered with vendors and suppliers to effectively manage and budget.
- Developed systems to track and log work issues.
- Introduced new methods, practices and systems to reduce turnaround time.
Lead Sales Representative
HubbaBox Vapes
Atlanta, GA
03.2020 - 05.2021
- Complete customer transactions using POS register system
- Demonstrate communication and interpersonal skills as a key element to superior customer satisfaction and feedback for the company
- Monitor inventory accountability by physically checking inventory, running inventory reports, receiving shipments, and completing transfers in the POS
- Facilitate inter-departmental communication to effectively provide customer support
- Implement Sales Tactics to support customer decisions.
- Reported sales data to upper management for review.
- Led sales team to exceed quarterly sales goals.
- Monitored sales team performance and provided constructive feedback.
- Worked closely with other departments to understand full scope of available offerings and provide top-notch salesmanship to customers.
Help Desk Technician I
University Dr
Orange, CA
01.2016 - 05.2020
- Responded to queries via chat, email, or phone
- Trained other staff/students on troubleshooting and diagnosing problems
- Wrote, edited, and revised Knowledge Base for new and updated software, hardware, and networking equipment
- Resolved problems with networks and Linux based systems
- Followed up with staff/students to ensure full resolution of issues
- Installed or changed software to fix issues
- Remotely accessed hardware or software
- Responsible for supervising and monitoring all on-campus and field printer repair and maintenance
- Updated all on-campus and off-campus RFID readers via PDA
- Manually input security permissions for RFID doors via Active Directory
- Responsible for card programming and re-administration
- Repaired and diagnosed card printing system
- Scheduled repair and advanced diagnosis of larger scaled office printers
- Responsible for programming and identifying faulty RFID readers
- Updated new dormitory building with i Class R40 HID Elite readers and accompanying locks, manually programmed each
- Updated user permissions via master spreadsheet for on-campus door access
- Active Directory
- Create, edit and delete user Disable user accounts Reset passwords Upload user pictures Rename user Change phone numbers Create, edit and delete groups
Front Desk Associate
Alcovy Fitness & Wellness
Covington, GA
03.2017 - 06.2019
- Answer Phone Calls and Greet Customers
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Used internal software to process reservations, check-ins and check-outs.
- Took room reservations over phone, in person and via computer for guests and provided confirmation information.
- Maintained cleanliness and organization of front desk area.
- Introduced customers to amenities with pleasant and helpful demeanor.
- Manage Gym Equipment and Organization
- Warm up new members to Sales Staff to lead to a more successful sale
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained transaction security by verifying payment cards against identification.
- Sell vitamin and nutrition equipment
Lead Graphic
Southern Plantation
Loganville, GA
07.2015 - 12.2015
- Basic Organization, Washing Dishes, Replacing Dishes,
- Speaking/Serving Etiquette, Basic Cleaning (Mopping, Sweeping), and General Knowledge of Electrical Appliances.
- Maintained adequate levels of condiments and well-stocked drink stations to keep service flowing smoothly.
- Kept close eye on customers to quickly spot leaving guests and clear tables for future patrons.
- Transported dirty utensils, dishes and trays to kitchen to help team stay on top of cleaning.
- Checked dining area supplies of linens, wrapped silverware and replenished low stock.
- Set up advertising signs and displays on shelves, counters and tables.
- Monitored dining room inventory and replenished as necessary.
- Bussed tables between courses and load and unloaded trays to expedite tasks.
Lead Graphic Designer
Method Wrap
Covington, GA
03.2015 - 06.2015
- 3-D Visual Effects Artist, Camera Grip.
- Developed creative design for print materials, banners and signs.
- Worked with clients to gather and define requirements, establish scopes and manage project milestones.
- Completed in-depth product design tests using updated software tools.
- Completed final touches for projects before rollout.
- Created broad range of work using various design techniques.
Education
Bachelor of Arts - Philosophy
Chapman University, 1 University Dr
Orange, CA 09.2015 - 05.2020
High School Diploma -
Eastside High School
Covington, GA 08.2012 - 05.2015
Skills
Tech SupportDesktop SupportHelp DeskService DeskHelpdesk SupportMicrosoft Office (5 years)Google Suite (4 years)ExcelMicrosoft WordVideo EditingVideo ProductionAdobe Creative SuiteIT SupportActive DirectoryComputer NetworkingMicrosoft ExcelWord processingData entryEnglishSalesOperating systemsNetwork supportContent creationWindowsLANMac OSLinuxSoftware Troubleshooting
JavaScript (1 year)
HTML5 (1 year)AndroidCSS (1 year)Scheduling — ProficientSales skills — Highly ProficientCost reduction strategies
Risk analysis and management
Budgeting and forecasting
Natural leader
Contract Negotiation
Unsurpassed work ethic
Certification
Javascript Algorithms and Data Structures
Timeline
Javascript Algorithms and Data Structures
08-2022
Responsive Web Design
05-2022
Operations Manager
Public
02.2022 - Current
Lead Sales Representative
HubbaBox Vapes
03.2020 - 05.2021
Front Desk Associate
Alcovy Fitness & Wellness
03.2017 - 06.2019
Help Desk Technician I
University Dr
01.2016 - 05.2020
Bachelor of Arts - Philosophy
Chapman University, 1 University Dr
09.2015 - 05.2020
Lead Graphic
Southern Plantation
07.2015 - 12.2015
Lead Graphic Designer
Method Wrap
03.2015 - 06.2015
High School Diploma -
Eastside High School
08.2012 - 05.2015