ADELINO (ALAN) MARTINS

Cell: 847-***-**** • ad1g1n@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Customer Service oriented professional with strong background in Customer Service and Sales.

• Exhibits leadership skills in small to large teams with experience supervising employees in fast-paced and time- sensitive environments

• Motivates employees to have ownership for quality to benefit company and bottom line PROFESSIONAL EXPERIENCE

ALKERMES Waltham, Massachusetts 2019-2023

Customer Service Associate

Provide Customer Service support for 3 brands

• Provided inbound call support for doctors’ offices calling to assess status of enrollments received

• Assessed patient eligibility for Patient Assistance Program and provided applications to physician offices

• Supplied inbound call support to patients and physicians regarding enrollment processing, missing information requirements or copay assistance eligibility

• Completed data entry of patient enrollment forms received from physician offices into Salesforce system GRAYSLAKE GOLF COURSE Grayslake, Illinois 2016-2018 Pro Shop & Golf Instruction

• Provided instruction for kid camps

• Managed daily operations for Pro Shop

MANPOWER (ABBOTT) Abbott Park, Illinois 2010-2012

Help Desk Analyst

Provide daily help desk support for Abbott’s worldwide desk. Possess strong working knowledge of up to 100 software applications including: Lotus Notes 7.0, HP Open View, Novell, TSO Mainframe, VPN Anyplace Web, and BPCS

• Troubleshoot and escalate PC hardware issues

• Reset LAN and mainframe passwords

• Support on-line tickets

POMEROY SOLUTIONS Waukegan Illinois 2008-2009

Help Desk Analyst

Provide daily help desk support for Blue Cross Blue Shield employees in multiple states. Possess strong working knowledge of up to 100 software applications including: Lotus Notes 7.0, HP Open View, Novell, TSO Mainframe, VPN and Anyplace Web

• Troubleshoot and escalate PC hardware issues

• Reset LAN and mainframe passwords

• Support on-line tickets

Accomplishments

• 3 time award winner for excellent Customer Service based on customer satisfaction surveys MANPOWER (ABBOTT) Abbott Park, Illinois 2004-2007

Mainframe Operator 2006-2007

Screen daily batch schedules through various software products such as ZEKE, SPF, SDSF, SPARKS, and Remedy. Monitor zOS mainframe platform.

• Identified and isolated hardware malfunctions, and escalated problems where appropriate

• Performed system backup and restore processes

• Implemented preventative maintenance procedures for existing equipment

• Ensured daily schedules were met through the use of monitoring tools and system schedules

• Coordinated department cycle counts to maintain accurate records and track any discrepancies Print Room Operator 2004-2006

Worked to support all Abbott network print requirements and ensure quality controlled, on-time delivery of reports and payroll checks.

• Provided operational support for printers, tape drives and silos ADELINO (ALAN) MARTINS

Cell: 847-***-**** • ad1g1n@r.postjobfree.com

• Supported Abbott IT customers with requests for tape handling, report printing and delivery

• Identified and corrected hardware malfunctions and escalated where appropriate BEST BUY, Cambridge, Massachusetts 1999-2004

Manager, Appliance Sales 2002-2004

Led sales team of five associates to meet sales goals and business plan for department; managed labor budget and return and exchange percentages; and oversaw outsourced delivery partner.

• Interviewed, motivated, and supervised staff of five and educated employees on selling techniques, increasing product knowledge, and delivering quality customer service

• Communicated with product representatives regarding inventory needs, customer product response, competitive advantages, or related issues

• Coordinated department cycle counts to maintain accurate records and track any discrepancies Accomplishments

• Achieved #1 rank in company out of more than 600 stores for selling installations to customers

• Improved store’s national ranking of appliances department for Performance Sales Plan (PSP) from #423 to #1

• Increased status from #500 to #54 for accessories sold Manager, Loss Prevention/Inventory 1999-2002

Supervised staff of 15 employees in a store generating $50 million annually.

• Monitored internal and external theft and held accountability for shrinkage, asset protection guideline adherence, departmental budget, P&L, and inventory management

• Maintained detailed reporting records for all loss prevention incidents to support events that escalated to court-related situations and made contact with law enforcement for on-site incidents

• Verified incoming receipts for stock during receiving functions, served as facility point person for all cycle counts, and ensured all videotapes were updated on timely basis Accomplishments

• Counseled other stores on loss prevention strategies used and how to implement

• Fostered sense of ownership among all store employees, not just in loss prevention department, to improve accountability and reduce losses

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