Summary
Overview
Work History
Education
Skills
Languages
Timeline
CustomerServiceRepresentative

Selena Martinez

Orlando,FL

Summary

Dynamic customer service professional with a proven track record at Community Bank NA, excelling in relationship building and problem resolution. Achieved significant reductions in staff turnover through effective team development and implemented a rewards program that boosted repeat business. Proficient in Microsoft Excel and dedicated to enhancing customer satisfaction.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Community Bank NA
01.2022 - 12.2024
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Approved regular payroll submissions for employees.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
  • Developed a successful employee retention plan, reducing staff turnover rates significantly.
  • Developed rewards program that significantly increased repeat business by rewarding loyal customers.
  • Managed inventory levels to minimize waste and ensure product availability, supporting customer satisfaction and sales efficiency.
  • Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
  • Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.

Assistant Manager

Lowes Home Improvment
08.2020 - 06.2022
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Completed point of sale opening and closing procedures.
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
  • Rotated merchandise and displays to feature new products and promotions.
  • Maximized sales by creating innovative visual merchandising displays and store layouts.
  • Supervised guests at front counter, answering questions regarding products.
  • Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
  • Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
  • Improved store layout for better customer flow and product visibility, leading to increase in average purchase size.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.

Store Manager

Metro by T-Mobile
01.2016 - 08.2019
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Assisted with hiring, training and mentoring new staff members.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.

Education

Senior -

Perth Amboy High School
Perth Amboy, NJ
05.2009

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Microsoft Excel
  • Customer satisfaction measurement
  • Microsoft outlook
  • Call management
  • Product knowledge
  • Paperwork processing
  • Team development
  • Administrative support
  • Microsoft PowerPoint
  • Customer relationship management (CRM)
  • Quality control
  • Live chat support
  • Product sales
  • Coordination
  • Retail store support
  • Document control

Languages

Spanish
Elementary
English
Elementary

Timeline

Customer Service Representative

Community Bank NA
01.2022 - 12.2024

Assistant Manager

Lowes Home Improvment
08.2020 - 06.2022

Store Manager

Metro by T-Mobile
01.2016 - 08.2019

Senior -

Perth Amboy High School

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Selena Martinez