YAKIRA MARTINEZ

Rahway

Summary

Strategic leader focused on operational consistency and team development. Expert in auditing safety-critical procedures and leveraging emotional intelligence to drive station performance and service excellence. Committed to organizational success through technical mastery and professional reporting.

Overview

years of professional experience

Work History

Customer Service Agent / Standard Lead

UNITED AIRLINES

Newark, NJ

02.2007 - Current

Operational Standards: Lead by example in maintaining a strong knowledge of airline standard operating procedures, Core4 values, and the impact of procedural variances on station-wide performance.
Mentorship: Actively coach agents focus on SOP, TCI metrics, uniform compliance, document verification and re-accommodation services to reduce passenger friction.
Training: Served as a station Associate Trainer and Jetbridge Instructor, leading the hands-on certification of team members on safe jetbridge operation and gate management.

Administrative Supervisor

COMFIT FIT LABS

Roselle, NJ

03.2000 - 12.2006

Quality Control: Established standardized data entry and shipping procedures for a team of five, reducing billing discrepancies and ensuring 100% order accuracy.
Process Management: Monitored daily workflows to ensure all administrative functions met physician-specified medical standards.

Education

Accredited Coursework - Medical Science

Gibbs College

Montclair

Certificate - Medical Assisting

Sanford-Brown Institute

Iselin, US

Skills

Communication
Accountability
Time Management

Microsoft Office Suite
Team Coordinator

LEADERSHIP COMPETENCIES

Certified Instruction: Jetbridge Instructor and Associate Trainer responsible for certifying personnel on critical safety equipment and United SOPs.
Operational Compliance: Strong knowledge in Core4 values; identifies and corrects procedural variances to optimize station performance.
Honors & Recognition: Featured on Flying Together for service excellence; serves as a benchmark for professional conduct.

Timeline