Ylana Martinez
Summary
Communicative customer service Lead professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound/outbound calls, multiple chats and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Demonstrated success in training staff on customer service standards and procedures.
Overview
13
13
years of professional experience
Work History
PROPERTY MANAGER
Superior Place, LLC
11.2019 - Current
- Assist with Section 8 Vouchers
- Assessed rental applications, conducted background checks, and approved or denied prospective tenants based on established criteria.
- Managed and oversaw operations, maintenance and administration of properties.
- Handled resident complaints and expedited maintenance requests.
- Conducted periodic inspections of properties to ensure compliance with safety regulations and tenant requirements.
- Conducted business per company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and other regulations governing multi-family housing operations.
DISPENSERY ASSOCIATE BUDTENDER SUPERVISOR
AYR Cannabis
12.2021 - 06.2023
- Assist Managers and Shift Supervisors with returns in accordance with company policy
- Prepare and process patient orders in a timely and efficient manner
- Assist customers with any product or device issues
- Document customer issues and concerns on the customer's profile
- Maintain a clean and well-stocked workstation throughout the shift
- Driving sales and using the point-of-sale system to track merchandise and verify purchases
- Oversee store showroom operations, monitoring consultant interactions with patients, and ensuring proper verbiage is being used
- Train and develop Dispensary Associates, ensuring all Dispensary Associates are knowledgeable on all company products
- Oversee the daily operations of the store, including opening and closing procedures, meeting company standards, and ensuring all SOPs are being followed
RECRUITER
Tews Company
09.2019 - 01.2022
- Coordinated on-site interviews for candidates by assessing the availability of the hiring team leaders and cross-checking that against the availability of the candidates, interviewed candidates with leadership team to determine behavioral and cultural fits, reviewing resumes to determine candidates' credentials
- Prepared compensation packages for prospective hires and explained health care plans and packages
- Collected job requirements and posted job descriptions on internal site and job boards such as Indeed, leading to full-time hires
- Wrote job descriptions and worked with media team to create ads for social media, increasing talent pool
- Led hiring and onboarding for clients across several roles
- Developed relationships with local colleges/universities and community organizations, scheduling events to be present at career fairs, community outreaches, etc
- Communicated with candidates through application process, and updated candidates' status in Database
- Conducted new hire training, provided office tours and introductions for new hires, and gathered completed employment paperwork for processing.
LEAD INBOUND/OUTBOUND/CHAT TRAVEL AGENT
Wyndham Vacation Ownership
01.2015 - 10.2019
- Contributed to overperformance of sales targets by establishing knowledge of protocols, answering customer inquiries, maintaining policy and website understanding and using knowledge to answer more calls per hour reducing wait times
- Maintained a professional, friendly demeanor with customers
- Communication, and problem- solving skills Developed and implemented a resolution list and suggestions for call agents, decreasing customer call times
- Handled a high volume of inbound customer service calls, and answered multiple chats making travel arrangements, providing support for inquiries and service issues
- Provided follow-up calls to verify customer satisfaction and conducted survey questionnaires
- Conducted training sessions for junior agents leading to an increase in team productivity
- Provided information about hotel amenities, room types, rates, and availability
- Ranked top agent several times for sales.
PASSENGER SERVICE SUPERVISOR
Menzies Aviation
06.2011 - 02.2015
- Assisted with training and development, enhancing team performance and customer satisfaction
- Communicated and managed interactions with distraught customers, resolving concerns and questions, providing excellent customer service, and decreasing negative customer reviews
- Completed all check-in procedures including the handling of reservations, ticketing, seat assignments, and airport announcements and checking for proper international documentation
- Ensured accuracy of all reports, read and interpreted aircraft weight and balance loading instructions, hazardous material identification labels, aircraft loading manifests, and baggage and cargo routing tags
- Weight and balance requirements
- Responsible for staff scheduling, leadership development and employee accountability.
Education
Accounting
VALENCIA COLLEGE
01.2021
Real Estate Sales Associate
GOLD COAST REAL ESTATE
01.2021
Skills
- Typing 50 WPM
- Detail-oriented
- Google Workspace, MS Teams, Amazon Workspace, Zoom, Webex, Cisco
- MS Office
- Call Center Operations
- Information Security
- Conflict Management
- Training and coaching
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
DISPENSERY ASSOCIATE BUDTENDER SUPERVISOR
AYR Cannabis
12.2021 - 06.2023
PROPERTY MANAGER
Superior Place, LLC
11.2019 - Current
RECRUITER
Tews Company
09.2019 - 01.2022
LEAD INBOUND/OUTBOUND/CHAT TRAVEL AGENT
Wyndham Vacation Ownership
01.2015 - 10.2019
PASSENGER SERVICE SUPERVISOR
Menzies Aviation
06.2011 - 02.2015
Accounting
VALENCIA COLLEGE
Real Estate Sales Associate
GOLD COAST REAL ESTATE
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