Laura Martinez

Glendale, AZ ***** 602-***-**** ad49d1@r.postjobfree.com

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Summary

Result-driven Customer Care Specialist with over 10 years of experience seeking to establish a presence within a company where my strong work ethic, communication skills, and multitasking abilities will be utilized. Proven track record in managing office operations, providing excellent customer service, and handling multiple tasks efficiently. Skilled in oral and written communication, team leadership and relationship-building. Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in remote roles with high-volume customer demands. Skills

Inbound Phone Call Management

Documentation And Reporting

Call control skills

Accounting Skills

Project Management Experience

Office Record Management

Database Management

Effective Communication

Analytical Skills

Very Detail Oriented

MS Office

AS/400

Multi-Line Telephone System Operation

Customer Database Systems

Education and Training

International Business College - Las Cruces, NM Associate of Science Business, 05/1999

Experience

TEMP WORKER 03/2022 - 01/2024

Staffmark Temp Agency - Phoenix, AZ

Completed two assignments with two separate companies through a temporary agency, where my management skills, customer service expertise, and ability to quickly master new tasks were instrumental in my success. Seasonal Inventory Specialist - Geodis

Managed a high volume of inventory during peak season to ensure customer satisfaction. With exceptional attention to detail, organizational skills, and management abilities, I excelled in maintaining accurate inventory records and optimizing inventory levels.

Managed and maintained inventory levels during peak season to meet customer demands and enhance satisfaction.

Reconciled discrepancies to ensure accurate inventory records. Demonstrated exceptional attention to detail in handling inventory transactions and maintaining inventory accuracy.

Utilized management skills to coordinate receiving and shipping activities ensuring timely and efficient handling of inventory.

Department Manager - Shutterfly

Oversaw and managed a team of up to 30 employees to ensure smooth operations and optimal productivity within a fast-paced enviroment.

Developed and implemented operational plans and strategies to meet department goals and targets. Created and managed budgets for travel, training and teambuilding activities. Effectively prioritized workflow and resources to meet strict deadlines consistently achieving project deadlines, meeting targets and customer satisfaction

Implemented process improvements that resulted in an increase in overall efficiency and a reduction in production costs.

Coordinated with internal departments on a regular basis to ensure efficient functioning of day-to-day operations. Prepared reports, presentations, agendas, minutes, and other documents as needed by the executive staff. Analyzed business performance data and forecasted business results for upper management. Organized quarterly meetings with senior management to review departmental goals and objectives. REMOTE CUSTOMER SERVICE AGENT 07/2020 - 01/2022

The Orange Place - Phoenix, AZ

As a Remote Customer Service Agent, I managed a high volume of incoming calls and emails to assist customers. Assisted customers with inquiries regarding products and services through phone, email, and chat. Met or exceeded call speed, accuracy and volume benchmarks on consistent basis. Provided product information to customers in a timely manner. Resolved customer complaints quickly and efficiently. Processed refunds, returns, exchanges, and order cancellations according to policy. Followed up with customers via phone or email after purchase was made to ensure satisfaction. Maintained strong call control and quickly worked through scripts to address problems. Documented customer correspondence in CRM to track requests, problems and solutions. ASSISTANT MANAGER 08/2019 - 07/2020

Amazon - Phoenix, AZ

Assisted in managing the day-to-day operations of a high-volume fulfillment center while overseeing a team of over 30 employees ensuring operational efficiency and driving performance metrics to meet and exceed targets. Managed and utilized software systems such as Inventory Management Systems (IMS) and Fulfillment by Amazon

(FBA), to streamline inventory management and fulfillment operations. Implemented technology-driven solutions to optimize inventory levels and track and assign inventory. Leverage data analytics and reporting tools to monitor key performance indicators, identify trends, and make data-driven decisions to improve inventory efficiency. Managed a team of associates to ensure seamless coordination and execution of inventory and fulfillment duties. Ensure compliance with company policies, procedures, and safety regulations to maintain a safe and productive work environment.

Utilized computer programs such as Microsoft Office Suite to generate reports on a regular basis. EXECUTIVE ASSISTANT 09/2004 - 10/2010

Waterford Press - Phoenix, AZ

I provided executive support to the CEO of a publishing company while collaborating with the marketing and sales teams. I also provided administrative support to the accounting department. Maintained confidential records and files related to executive operations. Prepared financial reports, such as balance sheets, income statements, and statement of cash flows. Prepared reports, presentations, agendas, minutes, and other documents as needed by the executive staff. Provided administrative support in preparing contracts, invoices, purchase orders, and other documentation required for daily business activities.

Processed accounts receivable and payable and handled bank reconciliations. Supervised executive and management calendars while allocating tasks to administrative support team for smooth operational flow.

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