Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Languages
Timeline
Generic

MARIELA MIRANDA MARTINEZ

Bethlehem

Summary

Knowledgeable and dedicated customer service professional with extensive experience in food industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

13
13
years of professional experience
1
1
Certification

Work History

National Operations Manager, Customer Service

Quality Food Company/Robinson School
San Juan
08.2013 - 09.2022
  • Responded to customer requests for products, services and company information.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Operated within budgetary constraints, participated in development of annual budget forecasts, and reconciled operating budget.
  • Complied with policies and quality standards to maintain consistency in quality of services.
  • Identified staff requirements and worked with human resource department to initiate recruitment and training processes.
  • Recommended products to customers, thoroughly explaining details.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Cook

Hogar El Flamboyan/ Nursing Home
Caguas
09.2020 - 03.2021
  • Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
  • Changed and sanitized cutting boards, benches and surfaces between tasks to avoid cross-contamination.
  • Prepared multiple menu simultaneously during peak periods with high accuracy rate, maximizing patients satisfaction.
  • Instructed new staff in proper food preparation, storage, use of kitchen equipment and sanitation.
  • Transitioned between breakfast and lunch service.
  • Inspected appliances, commercial fryers, and ovens to verify proper working order.
  • Ordered and received products and supplies to stock kitchen areas.
  • Managed kitchen staff, supervised preparation of foods ,and explained steps for readying specialty items.
  • Maintained central standardized recipe and ingredient repository with nutritional and cost information.
  • Reduced Nursing Home annual food and labor costs through proper budgeting, scheduling and management of inventory.
  • Communicated closely with supervisors to fully understand special menu for patients.

Assistant Store Manager

KB Toys
Bayamon
08.2005 - 02.2009
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
  • Rotated merchandise and displays to feature new products and promotions.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
  • Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
  • Walked through store areas hourly to identify and proactively resolve issues negatively impacting operations.
  • Reviewed sales and gross profit reports to determine options for increasing market growth.
  • Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
  • Analyzed and interpreted store trends to facilitate planning.

Education

Certification in Nutrition -

Holistic Health Institute of Integrated Nutrition
12.2021

Certification As Specialist in Culinary Arts -

Escuela Hotelera De San Juan
04.2014

Skills

  • Customer Accounts Management
  • Stock Control
  • Administrative Management and Sales tracking
  • Employee Coaching and Motivation
  • Service Quality and Customer Experience
  • Managing Operations and Efficiency

Additional Information

  • Willing to relocate: Anywhere, Authorized to work in the US for any employer

Certification

  • ServSafe - April 2019 to April 2024
  • ServeSafe Food Handler - May 2020 to May 2023
  • Employee Food Safety Online Course Customer Focus & Orientation - October 2019

Languages

Spanish
Native language
English
Intermediate
B1

Timeline

Cook

Hogar El Flamboyan/ Nursing Home
09.2020 - 03.2021

National Operations Manager, Customer Service

Quality Food Company/Robinson School
08.2013 - 09.2022

Assistant Store Manager

KB Toys
08.2005 - 02.2009

Certification in Nutrition -

Holistic Health Institute of Integrated Nutrition

Certification As Specialist in Culinary Arts -

Escuela Hotelera De San Juan

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MARIELA MIRANDA MARTINEZ