UMe Federal Credit Union

• Welcomed on-site visitors with a warm and professional demeanor, effectively guiding them to the appropriate personnel and ensuring a positive first impression.
• Efficiently managed a multi-line phone system, demonstrating exceptional telephone etiquette and promptly transferring calls to the relevant staff members. Greeted customers courteously and provided prompt assistance with inquiries, skillfully directing them to the appropriate department.
• Provided comprehensive and dedicated support to members throughout the process of completing fraud and dispute forms, addressing their questions and concerns regarding fraudulent activities and disputes with utmost care and professionalism.
• Streamlined and expedited the issuance of debit and credit cards for all members, enhancing convenience for card-based transactions. Proactively updated travel notifications in systems to ensure seamless card usage during international travel, emphasizing a commitment to customer satisfaction and security.
• Demonstrated exceptional problem-solving abilities and a customer-centric approach in skillfully handling and resolving customer complaints and public grievances. Maintained a high level of customer satisfaction through effective communication and proactive resolution.
• Maintained an outstanding track record of processing over 50 daily customer transactions, including debit card requests, assisting with fraud paperwork, and providing mobile banking support, all accomplished with 100% accuracy, reflecting strong attention to detail and efficiency.

Front Desk Clerk

#ICANHELP

-Draft quarterly newsletters and prepare member stories for print
-Draft content and design for mass emails
-Update website content
-Coordinate outreach to our partners for blog content
-Update and maintain Facebook, Twitter, Instagram and other online resources
-Create content for online distribution, contests, and events
-Maintain clear communication with team members on the status of assigned project(s) through weekly meetings with the team and supervisor.

Marketing Intern

Hyatt Hotels Corporation

• Delivered exceptional customer service to guests, exhibiting promptness and efficiency in assisting with check-ins, addressing account inquiries,
and fulfilling additional service requests.
• Demonstrated professionalism and efficiency in handling incoming guest inquiries via telephone, email, and in-person interactions, ensuring
prompt resolution of their needs and concerns.
• Served as a knowledgeable resource, effectively recommending and promoting hotel services and amenities to elevate the guest experience and
surpass their expectations.
• Fostered a welcoming environment that consistently garnered positive customer feedback and contributed to high levels of guest satisfaction.
• Developed and honed strong communication and interpersonal skills to effectively engage with guests from diverse backgrounds, adeptly managing
various customer service situations with tact, diplomacy, and a commitment to guest happiness. Streamlined customer service processes, reducing
wait times by 13% and doubling repeat customer visits.

Front Desk

Verity Wireless, T-Mobile Preferred Retailer

• Provided direct supervision to retail store employees, overseeing scheduling, training, and performance evaluation processes.
• Conducted interviews and actively participated in the hiring process to select and onboard new employees for the store.
• Trained and mentored a team of four employees in their roles as team leads, equipping them with the necessary skills and knowledge to effectively
lead their respective teams.
• Demonstrated exceptional leadership skills as a sales lead, driving team performance and achieving sales targets.
• Modeled effective leadership strategies to inspire team members and foster a strong commitment to store goals, resulting in improved performance
and customer satisfaction.
• Proactively monitored store activities to identify areas of improvement, implementing innovative solutions to address losses, inconsistencies, and
operational challenges. Increased sales by 21% and outperformed weekly sales goals

Retail Associate Manager

Results-driven professional with a Bachelor's hospitality , excelling in office administration, marketing, and customer service. Proficient in Microsoft Office Suite, dedicated to customer satisfaction, and skilled in efficient administrative support.

 Actively pursuing entry-level opportunities in HR to contribute knowledge and skills to a dynamic team. A proactive learner with a collaborative mindset, I'm eager to connect with employers or recruiters to make a meaningful impact on organizational success.

Lets connect!

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Emma Martinez

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