Sandra Martinez
Los Angeles,CA
Summary
Cheerful customer service representative with 20 years of experience tackling a wide range of clerical office and retail duties with a focus on customer service and 18 years of experience as part of management. Detail-oriented, organized, and problem solving with strong communication and people skills. Technical Support Representative keen to help customers maximize product usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction and supporting return patronage across all supported products.
Forward-thinking Call Center team lead dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business revenue. Skilled at training, monitoring and handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction.
Overview
17
17
years of professional experience
Work History
Call Center Supervisor
National Notary Association.
Chatsworth, CA
10.2020 - Current
- Developed and implemented customer service policies and procedures to enhance service quality and consistency.
- Provided guidance, training, coaching and mentoring to call center team members while monitoring calls for quality assurance purposes.
- Analyzed customer feedback data to identify trends in service issues and implemented targeted strategies that improved customer satisfaction.
- Ensured that agents complied with applicable laws regarding privacy protection.
- Investigated difficult or complex inquiries from customers and facilitated communication between departments to resolve problems quickly.
- Collaborated with other departments like applications, insurance, IT, digital marketing to develop solutions for customer needs.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Handled escalated customer service concerns, resolving issues promptly to maintain customer satisfaction and foster long-term relationships.
- Provided technical support to clients via phone, email, and remote access.
- Created user accounts and configured settings in Active Directory.
- Trained new employees on the use of computer systems and programs.
- Conducted research into software solutions to meet customer needs.
Store Manager
Torrid LLC
Northridge, CA
04.2009 - 01.2018
- Hired, trained and managed team of 16+ associates, including evaluating performance and enforcing disciplinary actions. Created store schedule weekly to meet coverage needs and service levels, and on occasion managed 2 stores at a time.
- Managed sales, store business performance reports, and made bank deposits daily during store opening and closing procedures.
- Oversaw inventory tracking, management and physical inventory counts.
- Made sure all calls were answered in a timely fashion and all telephone orders were completed efficiently. Also responsible for all staff and team messages and made sure that they were delivered and communicated to the appropriate employee.
- Led weekly district conference calls and organized in-store manager and staff meetings quarterly to enhance communication and collaboration.
- Oversaw inventory tracking and management, ensuring accuracy during physical inventory counts to maintain stock levels.
- Enforced all policies, standards, and security protocols. Monitored staff compliance with the dress code.
- Received shipment Monday thru Friday and restocked inventory upon arrival, checked special merchandise into our system and notified all customers who had phone order deliveries to schedule convenient pick up times in store.
- Managed sales reports and store business performance, conducted daily bank deposits during opening and closing procedures to ensure financial accuracy.
- I was also part of the company visual team and relayed all visual changes weekly and monthly to the entire district and kept our online calendar up to date.
Education
Bachelor of Arts - Liberal Arts And General Studies
California State University - Northridge
Northridge, CASkills
- Quality assurance management
- Customer issue resolution
- Account management
- Team leadership
- Business operations understanding
- Organizational efficiency
- Multitasking and prioritization
- Data entry
- Reporting Skills
- GUI, CAS, CORE, Jira, Confluence, Workplace, Teams, OneTouch, Expertise
- Multi-line phone management
- Bilingual in English and Spanish
- Correspondence handling
- Service-oriented mindset
References
References available upon request.
Languages
Spanish
Timeline
Call Center Supervisor
National Notary Association.
10.2020 - Current
Store Manager
Torrid LLC
04.2009 - 01.2018
Bachelor of Arts - Liberal Arts And General Studies
California State University - Northridge