Ricardo Martinez
El Monte,CA
Summary
Proven leader and adept communicator, I significantly enhanced client retention and satisfaction at New York Life Insurance Co by spearheading customer loyalty programs and implementing efficient processes. Skilled in relationship building and problem-solving, I excel in fast-paced environments, demonstrating a goal-oriented mindset and a commitment to continuous improvement.
Overview
21
21
years of professional experience
Work History
Agent
New York Life Insurance Co
12.2021 - 02.2024
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
- Streamlined internal processes for improved efficiency and productivity within the agency.
- Spearheaded team training initiatives, equipping agents with essential skills to excel in their roles.
- Orchestrated client meetings to discuss and refine service delivery, enhancing client retention.
- Analyzed competitive landscape to adjust strategies and stay ahead in market.
- Increased customer satisfaction with personalized follow-up strategies.
- Oversaw compliance with regulatory requirements, maintaining company's reputation.
- Piloted customer loyalty program, resulting in increased repeat business.
- Implemented feedback system to gather client insights, driving continuous improvement.
- Fostered relationships with industry stakeholders to enhance market positioning.
- Boosted team productivity by implementing collaborative communication platform.
- Streamlined documentation process, reducing turnaround time for contract approvals.
- Initiated digital marketing campaign to increase brand visibility.
- Conducted regular performance reviews with team members to identify areas for development.
- Conducted market analysis to pinpoint client needs, leading to tailored service offerings.
- Negotiated favorable terms in client contracts, safeguarding company interests.
- Developed referral program that significantly expanded client base.
- Facilitated training sessions for new agents, elevating overall team performance.
- Worked closely with clients to facilitate appropriate loans, inspections, and credit reports.
- Collaborated with stakeholders to complete property sales and purchases.
- Educated clients looking to sell or buy on current market conditions, legal requirements, pricing, and mortgages.
- Followed-up escrow process, coordinated contingency removal of property inspection and maintained timely closing of escrow.
- Studied property listings, interviewed prospective clients, accompanied clients to properties and discussed condition of sales.
- Performed home evaluations and developed competitive market analysis for individual homes.
- Reviewed property listings, interviewed potential clients, accompanied clients to properties and effectively communicated condition of sales.
- Conducted weekly open houses and provided feedback to sellers on potential buyers.
- Managed scheduled meetings to maintain satisfaction of both buyers and sellers and facilitate smooth purchases.
- Reviewed and executed confidential documents, contracts and disclosures.
- Established positive flow of communication with agents, clients, attorneys and personnel involved in closing transactions.
- Appraised commercial properties, maintaining accuracy and employing knowledge of area markets for accuracy.
- Coordinated appointments to show tenants and buyers prospective homes.
- Leveraged market knowledge and analysis to provide guidance and advice on best options for clients.
- Generated leads for sales and rental properties through cold calls and referrals.
- Developed and implemented marketing strategies to maximize sales and attract new clients.
- Developed new business and managed new and existing clients.
Flight Attendant
Compass
09.2017 - 11.2019
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
- Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
- Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
- Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.
- Contributed to company success by consistently achieving high performance ratings for customer service, teamwork, and punctuality.
- Collaborated with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
- Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
- Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Supported team morale through effective communication skills that fostered cooperation among diverse crew members under various circumstances.
- Answered passenger questions and provided solutions to issues arising during flights.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Provided comfort to anxious travelers through active listening, empathy, and reassurance during turbulence or other flight challenges.
- Resolved passenger conflicts and medical emergencies during flights.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Ensured safety and comfort of customers onboard aircraft.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
- Educated passengers about emergency equipment usage during safety demonstrations, ensuring comprehension of critical procedures.
- Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.
- Assisted unaccompanied minors throughout their journey by providing supervision and engaging them in age-appropriate activities or conversation.
- Coordinated with ground personnel to resolve any issues or discrepancies in a timely manner, maintaining smooth operations.
- Prepared cabin for arrival by cleaning surfaces, restocking supplies, securing loose items, and ensuring overall orderliness.
- Managed inventory effectively, ensuring that all necessary supplies were available for each flight, while minimizing waste and costs.
- Collected trash, tidied up aisles and wiped down surfaces during and in between flights to keep cabin clean.
- Ensured timely departures by assisting with boarding procedures and efficiently stowing luggage.
- Streamlined the boarding process by assisting passengers with seat assignments and providing clear directions during busy flights.
- Relayed updates and information to passengers after confirming key details with pilot.
- Facilitated efficient meal services by accurately taking orders, serving food quickly, and managing dietary restrictions or special requests.
- Elevated onboard sales revenue by effectively promoting duty-free products and conveying the benefits of loyalty programs.
- Enhanced onboard sales of duty-free products by providing knowledgeable recommendations and efficient service.
- Conducted safety demonstrations before each flight, enhancing passengers' understanding of emergency procedures.
- Improved flight attendants' response times to passenger calls by implementing more efficient workflow.
- Collected and reported feedback from passengers to airline management, contributing to continuous service improvement.
- Boosted passenger loyalty through personalized service and attention to detail.
- Trained new flight attendants, equipping them with skills needed to maintain high service standards.
- Enhanced passenger safety and comfort by conducting thorough pre-flight checks and cabin preparations.
- Ensured compliance with federal aviation regulations during all flights, contributing to airline's outstanding safety record.
- Collaborated with airport personnel to resolve boarding and disembarking delays, minimizing inconvenience to passengers.
- Increased customer satisfaction by providing high-quality service and attending to passengers' needs with empathy and professionalism.
- Facilitated smooth communication between cockpit crew and passengers, ensuring all instructions were clearly conveyed and understood.
- Maintained clean and orderly cabin environment throughout flights, enhancing overall passenger experience.
- Assured timely departures by efficiently completing all pre-boarding tasks.
- Solved in-flight emergencies calmly and effectively, minimizing passenger distress and ensuring safety.
- Improved team morale and efficiency with proactive communication and coordination during in-flight service.
- Assisted in managing passenger conflicts with diplomacy and professionalism, maintaining peaceful cabin environment.
- Cultivated positive and welcoming atmosphere, making flights more enjoyable for passengers.
- Reduced anxiety for passengers during turbulence by providing reassurance and clear instructions.
- Promoted airline's loyalty program to passengers, increasing enrollment numbers.
- Assisted passengers in finding their seats and storing carry-on luggage, ensuring swift and organized boarding process.
- Used excellent customer service skills in addressing passengers' needs.
- Demonstrated knowledge of aircraft safety features and emergency equipment.
- Completed pre-flight safety checks to reinforce passenger safety.
- Assisted passengers in boarding and deplaning aircraft.
- Monitored cabin during flights and responded to passenger inquiries or issues.
- Collaborated with flight crew to maximize smooth and safe flights.
- Responded to passenger emergencies to provide first aid.
- Advised passengers of flight regulations to maximize safety and security.
- Answered passengers' questions about flight, aircraft and destination.
- Welcomed passengers aboard and provided overview of safety procedures.
- Performed pre-flight cabin checks to maintain operational safety equipment.
- Supported passengers with special needs and provided assistance to wheelchair passengers.
- Offered personalized assistance to children, elderly and passengers with special needs.
- Delivered food and beverage service, reading material and other in-flight services.
Special Orders Lead
Home Depot
01.2003 - 01.2012
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
Education
N/a - Flight Training
Atp
Long Beach, CASkills
- Problem-solving skills
- Positive attitude
- Customer service and care
- Problem-solving
- Relationship building
- Organizational skills
- Goal-oriented mindset
- Clear communication
- Customer complaint resolution
- Customer needs determination
- Ensuring customer satisfaction
- Critical thinking
- Flexible schedule
Timeline
Agent
New York Life Insurance Co
12.2021 - 02.2024
Flight Attendant
Compass
09.2017 - 11.2019
Special Orders Lead
Home Depot
01.2003 - 01.2012
N/a - Flight Training
Atp
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