William J Martinez
Van Nuys,CA
Summary
Results-driven Two-Way Radio Technician with extensive experience in customer support. Proactively identifies optimal solutions in various scenarios, demonstrating strong organizational skills. Capable of working independently and collaboratively to deliver exceptional service and support.
Overview
2
2
Languages
22
22
years of professional experience
Work History
Two Way Radio Technician- Sales
Airwaves Inc.
Sherman Oaks, CA
08.2011 - 06.2024
- Two Way Radio Tech, Communications rental company that rented Motorola CP200 radios to the entertainment industry.
- Troubleshot and maintained Motorola CP200 radios to ensure optimal performance.
- Serviced 100 radio stations monthly, managing a total of 2000+ radio systems.
- Provided client support through effective sales and marketing strategies.
- Executed soldering and repairs on board components.
- Testing and cleaning accessories for the radios.
- Ensuring rental equipment was shipped.
Customer Service
JBS
Van Nuys
10.2023 - 05.2024
- Completed USCIS forms for clients, including work permits and asylum applications, ensuring accurate submission to enhance approval chances.
- Translated legal documents for clients to ensure accurate communication and writing cover letters.
- Provided exceptional customer service, resolving patient issues promptly and courteously.
- Reduced call handling time while maintaining high-quality customer service standards.
- Delivered exceptional customer service, resulting in increased client satisfaction scores.
Client Advocate
US Journey Immigration Services
South Jordan, UT
09.2022 - 08.2023
- Updated clients on case progress to ensure clear communication and satisfaction.
- Translated documents and wrote cover letters to support client applications and legal processes.
- Assisted attorney in market development by managing social media presence and engagement.
- Facilitated communication by interpreting Spanish and Portuguese for clients and attorneys.
- Trained by attorneys in various immigration processes.
Legal Intake Specialist
O’Brien Immigration
Berkeley, CA
03.2021 - 08.2022
- Facilitated comprehensive intake process to ensure accurate information gathering.
- Reviewed each of the intake cases with attorneys.
- Facilitated communication between clients and attorneys during consultations
- Helped up to 5 lawyers simultaneously.
- Making that clients sign their contract and collect.
- Collected existing open invoices to ensure firm revenue continuity.
- Trained staff on using different systems.
Collection Specialist
Connect International
Nicaragua
09.2020 - 02.2021
- Managed first-party collections for a mid-size auto company in Texas while based at an outsourcing firm in Nicaragua.
- Recovered overdue payments on car loans for clients in Texas., as well as collection on property that has been impounded.
- Managed delinquent accounts, resolved billing disputes, and secured payment commitments through professional customer outreach.
- Reviewed account aging reports to prioritize collection efforts and reduce outstanding balances.
- Documented all collection activity in CRM systems with accurate notes and status updates.
Customer Service
Trisource International
Nicaragua
01.2020 - 03.2020
- Served as customer service agent for advocacy group assisting clients with Social Security benefits.
- Updated clients on case status and documented critical information, including doctor's appointments and new health conditions, to ensure accurate case management.
- Maintained excellent customer service with timely deliveries and professional communication.
- Provided excellent customer service to exceed customer expectations.
- Greeted customers at counter and provided excellent customer service.
Success Manager
Accedo Technologies
Nicaragua
08.2019 - 01.2020
- Collaborated with CareerBuilder recruiters at a leading recruitment firm to optimize usage of their resume database.
- Ensured contract renewals by proactively communicating with clients about their needs and options., upselling or negotiating on a renewal price.
- Led customer success initiatives to improve onboarding, adoption, and retention across strategic client accounts.
- Managed escalations, aligning internal teams to resolve service issues and maintain client satisfaction.
- Developed account plans supporting renewals, expansion opportunities, and long-term partnership growth.
English Instructor
Keiser University Latin American Campus
Nicaragua
06.2019 - 12.2019
- I emphasize in growing the students' writing, oral and analytical skills for them to have a well-rounded immersion in the English language.
- Developed lesson plans and rubrics in an engaging class setting to enhance student participation.
- Focused on cultivating students' writing, oral, and analytical skills for comprehensive immersion in English.
Tech Support Level 1
Trisource International
Nicaragua
05.2018 - 02.2019
- Diagnosed hardware failures using diagnostic tools and replaced non-functional components for digital tags/IMAGOTAG to ensure operational efficiency.
- Connected computers to office network and peripheral devices to ensure seamless communication.
- Clarified technical information for non-technical individuals, enhancing their understanding and problem-solving capabilities.
- Addressed support requests from end users, guiding them through basic troubleshooting tasks to resolve issues effectively.
Customer Service Representative
Cardtronics USA
Houston, TX
12.2010 - 07.2011
- Monitored and updated work orders for ATMs nationwide under repair, ensuring timely resolutions
- Initiated service calls for merchants experiencing ATM issues per merchants and card users that are experiencing issues with the ATM's
- Resolved cardholder inquiries, ATM issues, and transaction disputes with accurate, timely support.
- Documented service requests and escalations in CRM systems, ensuring clear case tracking.
- Guided customers through cash withdrawal errors, deposit concerns, and account access problems.
Product Support Representative
Entertainment Partners
Burbank, CA
04.2006 - 07.2010
- Provided technical support to internal staff and external customers via web interface, email, and phone, enhancing user experience.
- Documented client interactions in issue tracking system and CRM module, facilitating effective issue resolution.
- Guided team members in researching technical issues, improving overall problem-solving capabilities.
Various Positions
Exact Staff
Woodland Hills, CA
01.2004 - 01.2006
- Assisted Director of Americas at Los Angeles Convention and Visitors Bureau with administrative tasks to support operations
- Assisted customers with troubleshooting DSL modem issues
- Opened and tracked tickets through customer relationship management (CRM) system to ensure timely resolution of service requests
- Opened tickets through Customer relationship management (CRM) for tracking
Dispatcher
Time Warner Cable
Chatsworth, CA
06.2002 - 03.2004
- Directed dispatching, routing, and tracking for 100+ vehicles to ensure timely delivery and service efficiency.
- Maintained detailed records of calls in physical and electronic databases to support operational continuity and decision-making.
- Coordinated schedules to optimize coverage of daily workload, swiftly adapting to changing demands to maintain service levels.
Education
High School -
Parkridge Private School
Long BeachSkills
- Spanish Native or Bilingual, Portuguese advanced
- Spanish Native or Bilingual
- Portuguese Advance
- CRM management
- Problem solving
- CareerBuilder database
- Screening specialist
- Recruiting
- Problem Solving, Instructor
- Analysis skills
- Inventory Management
- Radio Equipment Troubleshooting
- Technical Documentation
- Product Knowledge Research
- Time management
- Radio Testing Procedures
- Troubleshooting
- Follow-up
Languages
Spanish
Native or Bilingual
Portuguese
Limited Working
Timeline
Customer Service
JBS
10.2023 - 05.2024
Client Advocate
US Journey Immigration Services
09.2022 - 08.2023
Legal Intake Specialist
O’Brien Immigration
03.2021 - 08.2022
Collection Specialist
Connect International
09.2020 - 02.2021
Customer Service
Trisource International
01.2020 - 03.2020
Success Manager
Accedo Technologies
08.2019 - 01.2020
English Instructor
Keiser University Latin American Campus
06.2019 - 12.2019
Tech Support Level 1
Trisource International
05.2018 - 02.2019
Two Way Radio Technician- Sales
Airwaves Inc.
08.2011 - 06.2024
Customer Service Representative
Cardtronics USA
12.2010 - 07.2011
Product Support Representative
Entertainment Partners
04.2006 - 07.2010
Various Positions
Exact Staff
01.2004 - 01.2006
Dispatcher
Time Warner Cable
06.2002 - 03.2004
High School -
Parkridge Private School