Customer Service Manager

AMY MARTINEZ

***** ****** ******, **** **** Terrace, Ca 91342

Cell: 818-***-**** Email: accb4c@r.postjobfree.com

Experience

Target Corporation

May 2011 -

Present

District Assets Protection Business Partner

.Manage the asset protection function including security, safety, theft,

shortage, and community partnerships in 10 stores with over $250 million in

sales

.Drive collaboration between store leadership, assets protection teams, and

investigations teams to analyze and problem-solve theft, fraud, and

shortage trends to develop and implement business solutions that resolve

theft and fraud and prevent shortage

.Mentor to 5 Executive Team Leaders leading to 4 promotions

.Recognized as Quarter 4 2012 Top Performer

Target Corporation

September 2009 - May 2011

Executive Team Leader - Operations

.Drove gross margin profitability through effective payroll management and

scheduling of over 250+ team members, driving sales, and minimizing team

member safety incidents in a high volume, high-risk store

.Reduced shortage by .07 compared to LY through best practice execution,

peer partnership and influence, and consistent follow-up in a $70+ million

store

.Led entire store operations and teams multiple times per week as Leader on

Duty of 60+ team members

.Trained 2 new in role Executive Team Leader - Operations and assisted

in onboarding all new Executive Team Leaders to the building

Virgin Charter

August 2007 -

July 2009

Senior Manager of Operator Relations

.Account Manager to more than 60 accounts in the West Coast Region

.Provided business development support to technology, marketing, sales, and

executive teams by leveraging industry relationships and knowledge in a

start-up environment

.Exceeded operator development goals with successful release of custom

integrations with CTA-FOS and BART flight management systems for operator

network

.Improved customer experience and efficiency 50% by standardizing trip

management policies, procedures, and implementing trip coordination

standards

TWC Aviation

June 2005 - August

2007

Lead Flight Coordinator

.Led flight coordination department and ensured quality and timely

execution of trip dispatch and flight following with strict adherence to

FAA regulations through developing a dynamic team

.Improved productivity 40% by creating and implementing forms, databases,

and a successful training program

.Reduced fuel cost 20% through negotiations with private terminals (FBOs)

and fuel dealers

.Managed 24hr flight coordination team of 8

Safety Compliance Services

November 2004 - June 2005

Production Manager

.Ensured quality and efficiency through workflow restructuring and

systemizing of scheduling to reduce Inspectors' expenses by 20% and improve

employee productivity

.Evaluated and resolved customer issues through research and effective

communication

.Managed production team of 7

Skytrails Aviation

January 2003 - November

2004

Customer Service/Accounts Receivable

.Responsible for all aspects of customer service management including

interacting with crew and passengers of private aircraft, staff recruiting,

training and development, budgeting, cost control, FAA compliance, and

business planning

.Successfully handled sales accounting, inventories, accounts receivable,

accounts payable, and maintained the client database

Washington Mutual Bank (currently JP Morgan Chase)

November 1999 - August 2002

Operations Supervisor

.Managed and supervised daily operations of financial center through

staffing, training, and team development to ensure accuracy and superior

customer service

.Administered branch operations including overseeing teller functions,

executed self audits, and balancing logs to maintain branch integrity

.Managed team of 8 tellers

Education

University of Redlands

June 2009

Master of Business Administration

California State University, Northridge

May

2004

Bachelor of Science, Business Management

References

References are available upon request.

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