Antonio Martin
Alexandria
Summary
With over a decade of experience in retail and sales environments, this dedicated customer service professional is committed to delivering exceptional client experiences. Expertise lies in resolving customer inquiries, handling escalations, and building strong relationships to drive satisfaction and loyalty. Throughout the career, a proven ability to lead and train teams, ensuring top-tier service and seamless store operations. Problem-solving skills, effective communication, and focus on creating positive shopping experiences consistently contribute to the success of the businesses worked with. Passionate about putting customers first and continuously enhancing service standards to support overall business success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Sales Lead/Management
Bonobos
10.2024 - Current
- Training new members of the sales team
- Setting sales quotas
- Answering questions from the sales staff
- Monitoring sales performance and addressing issues when necessary
- Completing sales reports and other administrative work
- Addressing customer service issues that need to be escalated
- Supporting the sales management team as needed
- Selling products or helping sales staff negotiate and close deals
Customer Service Senior Representative
Penske Truck Leasing
06.2022 - 09.2024
- Compute charges for merchandise or services and receive payments
- Prepare merchandise for display, or for purchase or rental
- Recommend and provide advice on a wide variety of products and services
- Answer telephones to provide information and receive orders
- Greet customers and discuss the type, quality and quantity of merchandise sought for rental
- Keep records of transactions, and of the number of customers entering an establishment
- Prepare rental forms, obtaining customer signature and other information, such as required licenses
- Inspect and adjust rental items to meet needs of customer
- Explain rental fees, policies and procedures
- Confer with customers by telephone or in person in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
- Resolve customers billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills
- Check to ensure that appropriate changes were made to resolve customers problems
- Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments
- Refer unresolved customer grievances to designated departments for further investigation
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers
Assistant Manager
G Star Raw
04.2021 - 06.2022
- Assist store manager in planning and implementing strategies to attract customers
- Coordinate daily customer service operations
- Track the progress of weekly, monthly, quarterly and annual objectives
- Monitor and maintain store inventory
- Evaluate employee performance and identify hiring and training needs
- Supervise and motivate staff to perform their best
- Coach and support new and existing Sales Associates
- Monitor retail operating costs, budgets and resources
- Suggest sales training programs and techniques
- Communicate with clients and evaluate their needs
- Analyze consumer behavior and adjust product positioning
- Handle complaints from customers
- Research emerging products and use information to update the store's merchandise
- Create reports, analyze and interpret retail data, like revenues, expenses and competition
- Conduct regular audits to ensure the store is functionable and presentable
- Make sure all employees adhere to company's policies and guidelines
- Act as our store's representative and set an example for our staff
Fit Expert
Road Runner Sports
05.2019 - 04.2021
- Manage retail staff, including cashiers and people working on the floor
- Multitask with multiple customers
- Ask and listen to the problems or concerns they have
- Conduct series of test to assets what exactly is the problem
- Make suggestions for possible solutions to their problems
- Promote and sale customers on store memberships
- Ensure promotions are accurate and merchandised to the company's standards
- Coach, counsel, recruit, train, and discipline employees
Floor Supervisor
adidas Group
08.2016 - 05.2019
- Complete daily retail administrative tasks, initiate personnel actions, prepare payroll, and conduct training and disciplinary tasks
- Maintain standards of operation for total store including visual presentation, security/shortage control, and paperwork including payroll control
- Assists Store Management with generating sales potential, recruiting and developmental staff, maintaining store appearance, controlling expenses and shortages
- Keeping records of expenditure, sales figures, and employee performance
- Addressing customers requests, comments, and complaints
- Motivating employees to achieve targets
- Training new staff members and scheduling shifts
Education
High school diploma -
Wakefield High School
Arlington, VASkills
- Customer Support & Conflict Resolution
- CRM & Data Entry
- Sales & Upselling
- Billing & Account Management
- Multitasking in High-Volume Environments
- Communication & Active Listening
- Problem-Solving & De-Escalation Techniques
- Technical Support & Troubleshooting
- Time Management & Team Collaboration
- Inbound and outbound call handling
Certification
Driver's License
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Sales Lead/Management
Bonobos
10.2024 - Current
Customer Service Senior Representative
Penske Truck Leasing
06.2022 - 09.2024
Assistant Manager
G Star Raw
04.2021 - 06.2022
Fit Expert
Road Runner Sports
05.2019 - 04.2021
Floor Supervisor
adidas Group
08.2016 - 05.2019
High school diploma -
Wakefield High School
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