Ydalia Martinez
Waco,TX
Summary
Dynamic manager with proven expertise at Posh Nails & Spa, excelling in team leadership and customer service. Enhanced customer satisfaction through effective conflict resolution and staff mentoring. Skilled in time management and relationship building, fostering a productive environment that improved service delivery and employee engagement.
Overview
6
6
years of professional experience
Work History
Manager
Posh Nails & Spa
Waco, TX
04.2021 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and maintained relationships with customers and suppliers through account development.
- Improved safety procedures to create safe working conditions for workers.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Customer Service Representative
American Income Life Insurance Company
Waco, TX
12.2022 - 08.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Waitress
Mi Jalisco #2
Waco, TX
08.2019 - 05.2020
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Used cash registers and credit card machines to cash out customers.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Managed cash transactions accurately, ensuring proper change was provided to customers as needed.
- Built rapport with regular customers through friendly interactions and attentiveness to their preferences.
Education
Waco High School
Waco, TX2022
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Staff training and development
- Staff management
- Task delegation
- Documentation and reporting
- Relationship building
- Partnership development
Languages
English Spanish
Native or Bilingual
Timeline
Customer Service Representative
American Income Life Insurance Company
12.2022 - 08.2023
Manager
Posh Nails & Spa
04.2021 - Current
Waitress
Mi Jalisco #2
08.2019 - 05.2020
Waco High School