ROLAND J MARTINEZ
Miami,FL
Summary
Experienced Customer Service with over [20] years of experience in Retail Industry . Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.
Overview
15
15
years of professional experience
Work History
Residential Concierge
Admiral Security
Miami, FL
09.2019 - 12.2019
- Maintained front desk's concierge book to provide visitors with access to relevant local information
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills
- Maintained excellent attendance record, consistently arriving to work on time
Passenger Service Agent
Envoy Air Inc.
Miami, FL
11.2018 - 08.2019
- Established long-term customer relationships through prompt and courteous service
- Tagged baggage and routed to an appropriate location for loading and screening
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries
- Escorted handicapped passengers from terminal to aircraft
- Checked in luggage and confirmed all carry-on items met federal guidelines
Security Officer
Brightline
Miami, FL
07.2019 - 08.2019
- Reported suspicious activities and persons to law enforcement
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds
- Operated detecting devices to screen individuals and prevent passage of prohibited articles into restricted areas
- Operated scanning equipment to view internal structures of luggage, purses and other bags to check for prohibited items
Loss Prevention Officer
Ihg Hotel Group
Miami, FL
03.2017 - 11.2018
- Attentively monitored store and surrounding areas for signs of attempted theft by customers or personnel, intervening when necessary
- Collaborated with law enforcement to report crime and suspicious activity
- Evaluated exhibited behavior and age of suspected perpetrators to calculate appropriate response to suspected theft attempts, erring on side of caution to mitigate liability risk
- Supervised surveillance, detection and criminal processing related to theft and criminal cases
Security Officer
SecurAmerica LLC
Miami, FL
07.2015 - 08.2017
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building
- Reviewed camera and system feeds and alerted proper respondents regarding discrepancies
- Reported suspicious activities and persons to law enforcement
SECURITY OFFICER
CENTURION CARGO
Miami, FL
01.2014 - 07.2015
- Inspected security design features, installations and programs to verify compliance with applicable standards and regulations
- Circulated among visitors, patrons and employees to preserve order and protect property
ASSISTANT MANAGER
WALGREENS
MIAMI, Florida
07.2004 - 12.2013
- Supported staff development and goal attainment by focusing on skill development and job satisfaction
- Coached team on effective upselling and cross-selling methods
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies
- Managed inventory control processes to restore back stock, control costs and maintain sales floor levels to meet customer needs
Education
CERTIFICATE - COMPUTER OPERATIONS
1990
Skills
- Relationship development
- Team management
- Customer service
- Process improvement
Timeline
Residential Concierge - Admiral Security
09.2019 - 12.2019
Security Officer - Brightline
07.2019 - 08.2019
Passenger Service Agent - Envoy Air Inc.
11.2018 - 08.2019
Loss Prevention Officer - Ihg Hotel Group
03.2017 - 11.2018
Security Officer - SecurAmerica LLC
07.2015 - 08.2017
SECURITY OFFICER - CENTURION CARGO
01.2014 - 07.2015
ASSISTANT MANAGER - WALGREENS
07.2004 - 12.2013
COMPUTER LEARNING CENTER - CERTIFICATE , COMPUTER OPERATIONS
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