Veronica Martinez
Wilkes-Barre,PA
Summary
Skilled Scheduler familiar with compliance and documentation requirements. Hardworking professional with an organized approach. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
7
7
years of professional experience
Work History
Scheduler
American Steel Carports
Wilkes-Barre, PA
09.2021 - Current
- Scheduled and confirmed appointments.
- Communicated schedule changes effectively throughout the organization when necessary.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Processed payments and updated accounts to reflect balance changes.
- Entered information into system to update status reports.
- Submitted new system orders and completed related paperwork.
- Developed and maintained scheduling procedures to ensure timely completion of projects.
- Worked closely with project managers to prioritize tasks according to importance and urgency levels.
- Updated reports and daily logs for management use and permanent files.
- Maintained accurate records of all tasks completed by the team.
- Ensured compliance with established policies and procedures related to scheduling activities.
- Provided delay updates and information regarding special circumstances.
- Coordinated with other departments regarding resources needed for specific projects.
- Determined the most efficient timeline for completing a given assignment while ensuring optimal resource utilization.
- Analyzed resource requirements for each project and identified potential conflicts or delays.
- Maintained positive working relationship with fellow staff and management.
- Handled incoming calls and directed callers to appropriate department or employee.
- Assisted organizational efforts by filing, entering data and answering phones.
- Maintained front desk to provide positive first impression.
- Answered phones and routed voicemails to respective employees.
- Coordinated support to facilitate general office operations.
- Greeted guests and vendors to assist in navigating space.
- Scheduled service and changed and ordered toner to keep printers and copiers functioning.
- Participated in credit and collections activities.
Team Leader
Dollar General Store
Wilkes Barre, PA
06.2021 - 08.2021
- Maintained a positive work environment that promoted collaboration between team members.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Delegated daily tasks to team members to optimize group productivity.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Completed daily quality assurance duties to provide feedback for improvements.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Maintained daily inventory to facilitate successful material distribution.
- Maintained positive working relationship with fellow staff and management.
- Assessed company operations for compliance with safety standards.
Vendor Liaison
B&H Photo & Electronics Corp.
New York, NY
12.2020 - 05.2021
- Coordinated logistics requirements between vendors and internal departments.
- Compiled detailed reports on the status of ongoing projects with vendors.
- Evaluated purchase orders from vendors to ensure accuracy of pricing information.
- Developed and maintained effective working relationships with vendors.
- Resolved vendor disputes in a timely manner.
- Maintained an up-to-date database of all active contracts with vendors.
- Negotiated terms and conditions for vendor contracts.
- Coached team on company policies, procedures and best practices to enhance operational efficiency and employee productivity.
- Collected, evaluated and stored documents securely in permanent records.
- Maintained positive working relationship with fellow staff and management.
- Answered questions and fulfilled requests with friendly and knowledgeable service.
- Provided hands-on training and coaching for junior staff on office policies and regulations.
Customer Service Representative
B&H Photo & Electronics Corp.
New York, NY
08.2017 - 12.2020
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong relationships with customers by providing personalized assistance and support.
- Developed strong customer relationships to encourage repeat business.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Consulted with customers to resolve service and billing issues.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Improved customer service wait times to mitigate complaints.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Mentored new employees on procedures and policies to maximize team performance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collected deposits or payments and arranged for billing.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Education
High School Diploma -
High School For Health Professions & Human Services
New York, NY06-2013
Some College (No Degree) - Psychology
York College of The City University of New York
Jamaica, NYSkills
- Attention to Detail
- CRM Software
- Schedule Management
- Critical Thinking
- Document Management
- Call Schedule Distribution
- Computer Skills
- Telephone Etiquette
- Problem-Solving
- Strong Work Ethic
- Inventory Tracking
- Production Schedules
- Teamwork and Collaboration
- Patient Scheduling
- Materials Management
- Schedule Coordination
- Recordkeeping Expertise
- Effective Multitasking
- Documentation Proficiency
- Order Processing
- Customer Service
- Data Entry
- Recordkeeping proficiency
- Cold Calling
- Setting appointments
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Happiness is when what you think, what you say, and what you do are in harmony.
Mohandas Gandhi
Timeline
Scheduler
American Steel Carports
09.2021 - Current
Team Leader
Dollar General Store
06.2021 - 08.2021
Vendor Liaison
B&H Photo & Electronics Corp.
12.2020 - 05.2021
Customer Service Representative
B&H Photo & Electronics Corp.
08.2017 - 12.2020
High School Diploma -
High School For Health Professions & Human Services
Some College (No Degree) - Psychology
York College of The City University of New York