Yoshio Marti

Customer Support Specialist – TurboTax (Remote)


Provided expert customer support for TurboTax users, assisting with technical navigation, tax-related inquiries, and software troubleshooting. Delivered clear guidance and empathetic service to ensure a seamless and positive user experience during peak tax season

• Commitment to Excellence: Maintained high standards in customer service, with a dedication to quality and continuous improvement
• Independent Work Ethic: Worked effectively in a remote setting, consistently meeting performance metrics and deadlines
• Technology Proficiency: Efficiently navigated software, databases, and communication tools in a fast-paced digital environment
• Critical Thinking & Multitasking: Managed multiple conversations and tasks simultaneously while maintaining quality service
• Technical Solutions: Identified and implemented solutions to common technical issues, improving overall user satisfaction
• Customer Service Skills: Demonstrated empathy, patience, and professionalism in every interaction
• Problem-Solving: Diagnosed and resolved user issues, escalating complex cases when necessary to ensure resolution
• Professional Communication: Delivered clear, courteous, and professional communication across phone, chat, and email channels
• Documentation: Accurately recorded customer interactions and case resolutions in internal systems
• Timely Assistance: Responded promptly to customer inquiries, maintaining a high standard of service and efficiency
• Expert Guidance: Explained tax concepts clearly and confidently to help customers complete their returns accurately
• Customer Support: Assisted customers in navigating TurboTax software, locating previous returns, and answering general product-related inquiries.

Language Line Solutions provides real-time interpretation services, aiding communication between Limited English Proficient (LEP) individuals and clients across various industries.

• Provided real-time interpretation services across phone and video platforms, ensuring clear communication for clients in diverse industries.
• Adhered strictly to established interpretation protocols and client-specific guidelines, ensuring accurate and comprehensive communication.
• Maintained professionalism and composure during high-stress situations, including 911 emergency calls, to deliver critical language access.
• Demonstrated strong language proficiency and cultural sensitivity, facilitating accurate and contextually appropriate interpretations.
• Collaborated with clients to understand their specific interpreting needs, delivering high-quality service and enhancing client satisfaction.

Receiving Supervisor

Oversaw receiving and backroom operations to ensure smooth merchandise flow, safe procedures, and effective team performance. Maintained high standards of organization and compliance in a fast-paced retail environment.

Consumables Associate

Provided exceptional service in the fresh foods and consumables department, ensuring quality, freshness, and visual appeal of merchandise while supporting store operations and team collaboration.

• Led team to meet strict unloading timelines and quality checks, enhancing department performance and accuracy in inventory management, contributing to a 20% increase in stocking efficiency.
• Supervised receiving processes, including unloading, sorting, and staging of new merchandise
• Managed and organized the backroom to maintain a clean, safe, and efficient work environment
• Led team members in adhering to company protocols related to safety, cleanliness, and stocking
• Identified and resolved operational issues involving receiving, stocking, and backroom logistics
• Monitored team performance, provided feedback, and supported continuous improvement initiatives
• Assisted with in-store display setups and ensured modular accuracy and compliance
• Took preventative measures to reduce theft and inventory loss during receiving and stocking activities
• Ensured adherence to company policies, OSHA standards, and other operational regulations
• Compensated through an hourly wage structure with opportunities for performance-based incentives
• Stocked and rotated fresh food products to maintain optimal quality and presentation
• Unloaded deliveries and efficiently restocked coolers, shelves, and display areas
• Maintained accurate product assortment and consistent merchandising standards
• Prepared and served ready-to-eat food items; fulfilled deli orders with accuracy and speed
• Ensured adherence to cleaning, food safety, and sanitation standards in all work areas
• Collaborated with cross-functional teams and participated in training and onboarding of new associates
• Leveraged digital tools to enhance the customer experience and improve team engagement
• Gained experience in both part-time and full-time capacities within fresh food and grocery operations

Closing Supervisor

Led the closing operations of a high-traffic retail environment, ensuring smooth end-of-day procedures, customer satisfaction, and team performance. Played a key role in loss prevention, team development, and cross-department collaboration to maintain a safe, clean, and organized store.

• Streamlined Closing Procedures: Reduced end-of-day processing time and minimized errors through efficient workflows
• Cash Handling Oversight: Managed cash drawers and prepared daily deposits, ensuring financial accuracy and accountability
• Team Coordination: Assigned closing roles and prepared registers while upholding guest service standards
• Client Communication: Facilitated smooth customer transitions during closing with clear and courteous communication
• Customer Satisfaction: Maintained high service levels during late hours, contributing to increased end-of-day satisfaction
• Issue Resolution: Addressed and resolved customer or operational issues promptly and professionally
• Team Training: Conducted training sessions on closing procedures for new hires to ensure consistency and excellence
• Team Morale & Productivity: Held weekly check-ins to celebrate wins and resolve challenges, improving morale and output
• Shift Handoffs: Ensured seamless transitions between closing and opening teams via thorough documentation and communication
• Cleanliness & Organization: Maintained store standards through end-of-day cleaning and organizing tasks
• Cross-Department Collaboration: Partnered with other department leads to troubleshoot and resolve operational bottlenecks
• Hiring & Onboarding: Supported recruitment and onboarding efforts to strengthen team cohesion and meet staffing needs
• Reporting: Documented and reported operational incidents, cash discrepancies, and other relevant issues to management
• Loss Prevention Monitoring: Monitored and reported shrinkage, drive-offs, and other red flags to assist in theft prevention
• Merchandising: Maintained visual standards by organizing and restocking merchandise during closing
• Customer Loyalty: Built lasting customer relationships through consistent service and personalized interactions