SABEL MARTIN
San Antonio,TX
Summary
Goal-Oriented Customer Service Leader with 7+ years of experience in high-paced, client-focused environments. Advanced through multiple promotions at Marriott, showcasing proven leadership abilities in customer service, team development, and performance improvement. Adept at mentoring teams to exceed performance metrics and driving customer satisfaction. While transitioning from IT roles, I’m eager to apply my skills in coaching, team optimization, and problem-solving to contribute to the growth and success of an Assistant Manager role. Ready to lead with a focus on continuous improvement, collaboration, and achieving key business goals.
Overview
12
12
years of professional experience
Work History
Personal Ambassador
Marriott International, Inc
03.2024 - Current
- Led a team of customer service associates, driving a significant increase in customer satisfaction through personalized service
- Utilized Microsoft Office Suite to streamline customer data tracking, improving team workflow and reducing errors
- Managed high-profile client relationships, enhancing guest loyalty and maintaining exceptional satisfaction scores
- Coached new team members on Marriott’s policies and service standards, accelerating onboarding and increasing team efficiency
- Resolved complex customer issues, consistently reducing escalation rates and ensuring a seamless guest experience
- Initiated data-driven process improvements, reducing response time and boosting operational efficiency across the team
Anytime Ambassador
Marriott International, Inc.
06.2022 - 03.2024
- Deliver personalized service to loyal guests by responding to inquiries via phone and email.
- Manage a global phone line and email queue, addressing immediate needs when a guest’s Personal Ambassador is unavailable.
- Actively listen and provide timely solutions to resolve guest issues efficiently.
- Evaluate each guest’s needs and recommend customized travel solutions to enhance their experience and deepen loyalty to Marriott.
- Follow up on immediate guest needs with a sense of urgency and escalate complex requests to the guest’s Personal Ambassador for further resolution.
- Adhere to company policies and procedures, maintaining a professional appearance and confidentiality of proprietary information.
- Protect company assets and report accidents, injuries, or unsafe conditions to the manager.
- Greet and acknowledge guests in a friendly, professional manner, anticipating and addressing their service needs.
- Thank guests with genuine appreciation for their loyalty.
- Communicate clearly and professionally with others, using appropriate phone etiquette.
Sales and Service Representative
Marriott International, Inc.
01.2022 - 06.2022
- Proactively identify sales opportunities, including promoting Marriott services, amenities, and special offers to enhance the guest experience and increase revenue.
- Demonstrate comprehensive knowledge of Marriott’s products and services, including room types, packages, and promotions, to guide guests in making informed decisions.
- Promote Marriott’s loyalty program, encouraging guests to join and explaining benefits to increase customer retention.
- Assist guests with booking inquiries, adjustments, and cancellations, ensuring a seamless reservation process from start to finish.
- Handle guest complaints and issues with empathy, offering quick, effective solutions to ensure guest satisfaction and loyalty.
- Meet or exceed established sales and service targets, contributing to the hotel’s revenue growth while maintaining a high level of customer satisfaction.
Rural Carrier Associate
United States Postal Service
01.2020 - 01.2021
- Delivered mail and parcels accurately within rural areas, ensuring on-time service despite challenging weather conditions
- Managed multiple mail routes efficiently, reducing delivery time by 15% through effective planning and route optimization
- Maintained consistent client relationships, addressing customer inquiries and improving satisfaction levels across service areas
- Developed personal organizational systems for sorting packages, improving delivery accuracy and speed by 10%
- Collaborated with full-time carriers to cover scheduled absences, ensuring uninterrupted mail service and meeting all deadlines
- Managed complex delivery issues, including last-minute changes, meeting operational standards and customer expectations
Marriott Regional Associate
Marriott International, Inc.
04.2016 - 11.2018
- Efficiently managed and responded to up to 100 inbound calls per 8-hour shift, consistently providing exceptional customer service and resolving inquiries related to reservations, destination information, and special requests.
- Modified and booked reservations for customers, ensuring accuracy and adhering to Marriott's policies and procedures, leading to a high rate of customer satisfaction and repeat bookings.
- Provided personalized assistance to guests by recommending destinations, offering insight into Marriott’s portfolio of properties, and facilitating the seamless planning of their stays.
- Actively participated in disaster call support during hurricane seasons, offering critical assistance to guests affected by natural disasters. Handled cancellations, rebookings, and emergency reservations, ensuring the safety and satisfaction of all clients.
- Demonstrated the ability to handle high-volume call traffic, while maintaining a calm and professional demeanor under pressure, especially during peak seasons or crisis situations.
- Worked closely with cross-functional teams, including operations and customer service, to ensure efficient resolution of guest issues and streamline the reservation process.
- Volunteered/Selected to mentor new hires, providing guidance and training on Marriott's systems, customer service standards, and reservation processes. Led shadowing sessions to ensure a smooth onboarding experience and fostered the development of new team members.
- Maintained an in-depth understanding of Marriott’s hotel offerings, promotional programs, and loyalty benefits, enhancing the customer experience by aligning guests with tailored solutions.
Tier 2 Technical Support
Ibex Global
01.2015 - 02.2016
- Resolved complex technical issues, increasing first-call resolution rates by 25% and enhancing customer satisfaction
- Troubleshot hardware, software, and network problems, achieving a 95% first-call resolution rate
- Collaborated with cross-functional teams to accelerate issue escalation, reducing resolution time by 15%
- Provided advanced technical support, improving client retention through timely and accurate problem resolutions
- Mentored junior team members, improving troubleshooting efficiency and enhancing team performance by 20%
IT Help Desk
Conduit Global
01.2014 - 01.2016
- Diagnosed and resolved hardware and software issues, improving system uptime and reducing disruptions
- Provided remote support for 100+ clients daily, increasing customer satisfaction by effectively addressing inquiries
- Assisted in network configuration and system setup, enhancing network performance for end-users
- Escalated unresolved issues to senior technicians, ensuring timely resolution and minimal client impact
- Documented technical solutions in knowledge base, reducing troubleshooting time and improving team efficiency
Technical Support
Transcom
01.2013 - 01.2014
- Provided troubleshooting assistance for internet, cable, and phone services, improving customer satisfaction by 15%
- Resolved technical issues across multiple platforms, ensuring 95% issue resolution on first contact
- Managed customer service tickets, reducing response time by 20% through effective case prioritization
- Assisted customers with account management, guiding them through system setups and service optimizations
- Documented troubleshooting steps, enhancing team knowledge base and improving future issue resolution speed
Education
No Degree - Data Analytics
Google Data Analytics
San Antonio, TX07-2025
Associate of Applied Science - Cyber Security
St. Philip's College
San Antonio, TX04-2027
Associate of Applied Science - Nursing
St. Philip's College
San Antonio, TX12-2022
General Educational Development (GED) - undefined
Savannah Technical College
Savannah, GA01.2012
Skills
- Team Performance Optimization
- Customer Satisfaction Leadership
- Operational Efficiency Enhancement
- Performance Monitoring and Evaluation
- Coaching for Excellence
- Leadership and Development
- Goal-Oriented Team Collaboration
- Process Optimization Leadership
- Adaptability to Change
- Strategic Problem-Solving
- Conflict Resolution Expertise
- Customer Engagement Leadership
- Product recommendations
Accomplishments
- Leadership Development: Promoted within Marriott for consistently exceeding customer satisfaction targets, mentoring team members, and improving team performance using leadership strategies and Microsoft Office tools.
- Customer Engagement Success: Utilized data-driven approaches to enhance customer service delivery, achieving a 15% increase in customer satisfaction scores through tailored solutions and proactive problem resolution.
- Operational Efficiency: Streamlined process workflows, reducing response time by 20% and improving service delivery with Microsoft Office Suite, resulting in a significant boost in overall team productivity.
- Performance Optimization: Led training initiatives, fostering a collaborative environment to improve performance metrics by 25%, leveraging CRM tools and troubleshooting techniques to elevate team efficiency.
Timeline
Personal Ambassador
Marriott International, Inc
03.2024 - Current
Anytime Ambassador
Marriott International, Inc.
06.2022 - 03.2024
Sales and Service Representative
Marriott International, Inc.
01.2022 - 06.2022
Rural Carrier Associate
United States Postal Service
01.2020 - 01.2021
Marriott Regional Associate
Marriott International, Inc.
04.2016 - 11.2018
Tier 2 Technical Support
Ibex Global
01.2015 - 02.2016
IT Help Desk
Conduit Global
01.2014 - 01.2016
Technical Support
Transcom
01.2013 - 01.2014
General Educational Development (GED) - undefined
Savannah Technical College
No Degree - Data Analytics
Google Data Analytics
Associate of Applied Science - Cyber Security
St. Philip's College
Associate of Applied Science - Nursing
St. Philip's College
Similar Profiles
MABLE NGUYENMABLE NGUYEN
Front Desk Agent at MARRIOTT INTERNATIONAL, INCFront Desk Agent at MARRIOTT INTERNATIONAL, INC
Jenina DayaoJenina Dayao
Hotel Night Auditor at Marriott International, Inc. Courtyard by MarriottHotel Night Auditor at Marriott International, Inc. Courtyard by Marriott
Chandan SharmaChandan Sharma
Director of Sales at JW Marriott, Marriott InternationalDirector of Sales at JW Marriott, Marriott International
Collin DoanCollin Doan
Sales Associate at Sams Club DistributionSales Associate at Sams Club Distribution
Karen VasquezKaren Vasquez
Registrar at Urban Champions AcademyRegistrar at Urban Champions Academy