Jenifer Martinez
Kingston
Summary
Dynamic professional with extensive experience in customer service and conflict resolution. Proven ability to enhance customer satisfaction through active listening and effective decision-making. Recognized for maintaining accurate records and promoting teamwork, contributing to improved operational efficiency and client retention.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Dispatcher
Pellissippi State Community College
05.2025 - 09.2025
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Directed dispatching, routing, and tracking of all officers and security.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
Credit Card Specialist
Foundever
03.2025 - 05.2025
- Built strong relationships with customers to increase retention and loyalty.
- Improved customer satisfaction by efficiently addressing and resolving credit card disputes and inquiries.
- Evaluated customer creditworthiness and financial statements to determine credit limits.
- Provided exceptional customer service, leading to increased client retention rates and positive referrals from satisfied customers.
- Assisted clients in understanding their credit card benefits, resulting in increased usage of available perks.
911 Call Taker
Knox County E911
10.2023 - 12.2024
- Continually upgraded knowledge on local geography and landmarks to provide accurate directions to first responders during high-pressure situations.
- Facilitated positive relationships between the public safety agency and local community members by addressing their concerns professionally.
- Developed strong multitasking abilities while simultaneously fielding phone calls, radio communications, and monitoring video surveillance feeds.
- Improved response times by effectively prioritizing urgent calls and dispatching the appropriate assistance.
- Strengthened communication skills through daily interactions with diverse populations facing various crisis situations.
- Collaborated with first responders to provide timely updates on ongoing incidents, facilitating informed decisionmaking.
- Reduced call hold times by efficiently managing call volumes during peak hours and maintaining focus on task prioritization.
- Assisted in saving lives by providing clear, concise pre-arrival instructions to callers during medical emergencies.
Customer Service Representative
Douglas Cherokee
07.2023 - 10.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Provided assistance to customers with help on their utilities, rent, and food.
Front End Manager
Food City
01.2023 - 07.2023
- Oversaw cash handling procedures, minimizing discrepancies in end-of-day reports through diligent monitoring of transactions.
- Monitored cash drawers in 11 checkout stations to verify adequate cash supply.
- Oversaw cashier operations, bookkeeping, and security.
- Maintained excellent store appearance by enforcing cleanliness standards and delegating tasks to team members effectively.
- Resolved customer complaints promptly, reinforcing the company''s commitment to exceptional service standards.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Parts Advisor
McKeever RV and Marine
07.2022 - 01.2023
- Provided excellent customer service through clear communication, swift issue resolution, and thorough knowledge of products and services offered.
- Enhanced customer satisfaction with prompt and accurate fulfillment of parts orders for various vehicle models.
- Developed comprehensive understanding of proprietary software systems used for cataloging, ordering, invoicing, and record-keeping purposes within the industry.
- Assisted with training new team members, sharing insights and best practices gleaned from years of experience in the field.
- Maintained a clean and organized workspace, promoting an efficient work environment conducive to productivity and accuracy.
- Increased sales revenue through upselling, cross-selling, and recommending suitable alternatives when required items were unavailable or discontinued.
- Collaborated effectively with colleagues in both the parts department and other areas of the business, fostering a supportive team atmosphere focused on achieving common goals.
Front End Manager
Food City
03.2019 - 02.2022
- Monitored cash drawers in 11 checkout stations to verify adequate cash supply.
- Maintained strong customer relations and effective customer service standards.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Promoted from cashier to front end manager within two years, demonstrating rapid growth in leadership abilities and operational knowledge.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
Certified Nursing Assistant
Various Employers
07.2014 - 03.2019
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
Education
No Degree - Nursing
ETSU
Johnson City, TNHigh School Diploma -
University School
Johnson City, TN05-2003
Skills
- Customer service
- Data entry
- Decision-making
- Active listening
- Attention to detail
- Time management
- Schedule coordination
- Customer relationship management
- Conflict resolution
Certification
- BLS - Basic Life Support
- AED Certfied
- APCO Certified
Timeline
Dispatcher
Pellissippi State Community College
05.2025 - 09.2025
Credit Card Specialist
Foundever
03.2025 - 05.2025
911 Call Taker
Knox County E911
10.2023 - 12.2024
Customer Service Representative
Douglas Cherokee
07.2023 - 10.2023
Front End Manager
Food City
01.2023 - 07.2023
Parts Advisor
McKeever RV and Marine
07.2022 - 01.2023
Front End Manager
Food City
03.2019 - 02.2022
Certified Nursing Assistant
Various Employers
07.2014 - 03.2019
No Degree - Nursing
ETSU
High School Diploma -
University School
Similar Profiles
Jake-lee JonesJake-lee Jones
Student Worker at Pellissippi State Community CollegeStudent Worker at Pellissippi State Community College
Amy J MargolisAmy J Margolis
Functional Support Technician - Payroll at Pellissippi State Community CollegeFunctional Support Technician - Payroll at Pellissippi State Community College
Martha MerrillMartha Merrill
Professor at Pellissippi State Community CollegeProfessor at Pellissippi State Community College
PETER NURSEPETER NURSE
Golf Camp Counselor at Glen Eagle Golf CourseGolf Camp Counselor at Glen Eagle Golf Course
Toshora Simpson-GayleToshora Simpson-Gayle
Administrator at Choice Packers Co.LtdAdministrator at Choice Packers Co.Ltd