Bilingual Concierge & Customer Service Representative

ARNULFO” ERNIE” MARTINEZ JR.

323-***-**** **************@*****.***

Objective:

Strive to exceed customer/employer expectations by delivering second-to-none service. Maintain customer-centricity in all initiatives and interactions, always putting the customer first. Always consider all options/resources before deciding. Going above and beyond for the Customer without breaking any policies or procedures. Skills:

Bilingual: English/Spanish =Read, Write, Speak Fluently. Call center experience: handle, troubleshoot, and build strong customer relationships Excellent interpersonal, verbal, and written communications Ability to support/work in a team environment, interpersonal and organizational skills Systems:

MS Word, Excel, Outlook, AS400, Oracle, CCMS, Facets, Info net, Provider Search tool, Aeves, ImageNet, Argus, Ebc, Cisco, N-Commerce, Relate System, MAXX, Ring Central, Glip, N Contact, Live Ops, UPS, Zendesk, Shopify, EECP, CIS,

Professional Experience:

The Emerson DTLA Luxury Home Apartments

Concierge Rep/CSR rep.

DTLA, CA

August 2024-June 2026

• Establish relationships with service organizations in your community and connect them to resident needs

• Educate residents and staff on available community resources such as case management, meals-on-wheels, transportation, etc.

• Provide assistance and advisement to residents on available services that promote wellness and self-reliance.

• Monitor delivery of resident services to ensure they are appropriate and timely.

• Establish relationships with and provide reporting to service providers as needed.

• Assist residents in creating informal support networks among themselves with family and friends.

• Coordinate educational events for resident benefit and engagement, as appropriate.

• Create volunteer support programs with service organizations in the community.

• Welcoming Ambassador: Greet residents and visitors with a friendly smile and genuine warmth.positive energy and exceptional customer service skills will set the tone for a welcoming atmosphere within the community.

• Problem-Solving: Be the go-to person for residents when they need assistance or have requests. From coordinating maintenance and repairs to assisting with reservations and deliveries, your resourcefulness and ability to handle challenges will be invaluable.

• Safety: Monitor security systems, conduct regular patrols, and promptly respond to any emergencies or concerns. Your watchful eye will keep our residents safe and sound, ensuring their peace of mind.

• Relationship Building: Foster a sense of community by creating opportunities for residents to connect and engage with one another.

• Teamwork: Maintain accurate and complete shift notes and “pass-on” logs to ensure successful communication through shift changes

UCLA Health

Administrative Assistant III/ Front Desk JCCC & Events Westwood, CA

May 2020-Nov 2025

• Main duties include, but are not limited to, answering and re-directing, on a yearly average, over 1 million incoming telephone calls to the Ronald Reagan UCLA Medical Center, providing Patient Information, Department Information, and On-Call Schedule information requested by callers.

• Assist facilities manager with other facilities related tasks such as maintaining and auditing key/access logs, facilitating facilities orders, and tasks related to emergency/safety preparedness

• Provide comprehensive general administrative, clerical, and reception support to the Cancer Center

• Assist with and complete other tasks as assigned by supervisor in support of the Center's administrative needs. As part of the Cancer Center team, help colleagues as needed and as possible while ensuring that own work is completed and prioritize.

• Handle calls for Faculty Answering Service clients; handle overflow call support for the ISS Customer Careline.

• As the first point of contact for incoming calls to the medical center, it is expected that all Customer Service Initiatives are always followed and adhered to.

• Maintain office materials and supplies, kitchen supplies, and general equipment, to ensure that the Cancer Center headquarters functions in an efficient and organized manner.

• Assist members and guests with meeting coordination by overseeing booking of the Factor conference rooms, providing AV equipment (JCCC-owned laptops, etc.), etc.

• It is also expected that all departmental and hospital policies, which include Operational, Technical, and Emergency protocols, are followed.

• Manage advertising of events by creating and distributing flyers, sending emails to distribution lists, etc

• Coordinate logistics for Cancer Center events as assigned including room reservations, set-up/break-down, catering, agendas/programs, AV, escorting external speakers, creating and maintaining sign-in sheets, etc.

• Function as facilities assistant to triage requests for trouble tickets, Facilities Service Requests (FSRs), and key/access requests and distribution and liaise with central facilities to ensure requests are completed.

• Ensure member, director, and staff needs are anticipated, as well as provided for. Maintain a professional manner at all times in person and via telephone/email while proving reception services, ensuring that conduct best reflects Cancer Center values

City of South Gate (City Manager’s Office) South Gate, CA Administrative Assistant/Receptionist/CSR rep. April 2022-July 2022

• Greet and direct visitors

• Complete word processing, filing, and faxing

• Data entry, filing, Database maintenance and archiving reports

• Mail, fax, email and courier documents

• Respond to phone inquiries

• Back-up support for Reception coverage

• Data management (maintain and manage filing system)

• Excellent customer service focus

• Refer housing inquiry calls and emails from interested parties to correct housing department.

• Perform general administrative tasks, including answering email correspondence, faxing, filing, and mailings

• Oversee and order marketing material supplies, anticipating requirements, and stocking supply drawers

• Assists in processing and preparing proclamations regularly for city Council meetings.

• Assist department with preparation of routine compliance reports, surveys, and mailings

• Excellent communication skills – written, oral and interpersonal, Multilingual a plus

• Pleasant and articulate telephone manner

• Proficient use of computer software, including MS Office platform

• Must have excellent organizational and time management skills

• Must have strong problem-solving skills and provided great attention to detail

• Assists in processing and preparing Agenda Bills regularly for city council meetings. City of West Hollywood (Public Works) West Hollywood, CA Administrative Assistant 1-Call Center Rep-Reception-Clerical September 2019-May 2020

• Serves as department/organization receptionist; answers incoming telephone calls and greets visitors and the general public; provides customer service and support; and responds to inquiries and/or directs individuals to the appropriate area or assists them with information.

• Excellent customer service focus

• Must have strong problem-solving skills and provided great attention to detail

• Scan and image documents into document retrieval system

• Must have excellent organizational and time management skills

• Back-up support for Reception coverage

• Proficient use of computer software, including MS Office platform

• Answers phone; takes messages; screens call; determines nature and priority of calls; provides information to callers; receives citizen complaints and directs calls and messages to an appropriate staff member.

• Processes all City mail, including sorting and preparing mail for postage and pick up; metering mail; picking up, sorting, and delivering mail to City departments; notifying staff of postage needs; receiving UPS, FedEx, Airborne, etc., packages and notifying staff of deliveries; providing information to staff regarding services; and arranging messenger service.

• Retrieves, opens, stamps, sorts, and distributes incoming, interoffice, and outgoing mail; receives and distributes faxes and email; checks voice mail.

• Excellent communication skills – written, oral and interpersonal, Multilingual a plus

• Maintains information, mailing lists, directories, calendars, etc., related to department/organization events and schedules; distributes applications, forms, correspondence, etc.

• Types letters, memos, labels, reports, purchase orders, requisitions, forms, or other correspondence on a computer and routes information to appropriate parties.

• Pleasant and articulate telephone manner

• Sets up file systems; files and retrieves documents in an orderly fashion so that materials can be easily located; locates missing information.

• Composes correspondence by standard policies; answers various inquiries; explains policies and procedures and arranges appointments.

• Logs in, issues, and distributes permits.

• Orders office supplies to maintain sufficient inventory for office use.

• Photocopies reports, memos, and other various documents for requesting parties; develops various forms.

• May serve as backup for other positions within the department.

• Performs other related duties as assigned.

SOCALGAS Co. Los Angeles, CA

SEMPRA-Energy Program Representative/Receptionist September 2018-September 2019

• Inbound and Outbound calls from SoCal Gas customers regarding the Residential Rebate program.

• Request home Audits for Quality Assurance on applications.

• Assist Customers with the different Energy Efficient Programs available offered by SCG orally and in written form.

• Provide guidance and online support on how to fill out online applications.

• Process Mobile, Online, and Mailed applications.

• Process up to 75 applications per day.

• Mail out applications per Cs request.

• Provide rebate specification information for Tstat, CW, CD, TWH, Wall/Attic Insulation, Pool Heater, Furnace. GUESS Inc. Los Angeles, CA

Customer Care Rep/Receptionist. Sept 2016-March 2018

• Inbound Call Center and place orders over the phone.

• Request Driver follow-up, Damaged claims, and Tracers until completion.

• Assist US and Canada customers over the phone, Via chat, and online Emails.

• Process emails and responses following quality assurance metrics.

• Process Billing Requests, up to 40% adjustment cases including Free Shipping and Courtesy discounts.

• Submit special requests for product/item lookup, website issues, Gift card requests, Point Recovery, Loyalty Awards reinstatements, and Lost GUESS list card.

• Assist Customers with the website: GUESS, Marciano, G by GUESS, Guess Factory. Navigation, Tools, and faqs.

• Warehouse assistance and pull orderd. pick and pack.

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