Marco Martinez Email & Phone Number

Kissimmee, Florida, United States

• Identified opportunities for sales growth and improved store operations
• Ensured standards of customer service by greeting and providing exceptional service to all guests
• Assists in successful operations of inventory control, loss prevention, replenishment, and merchandising
• Developed product knowledge on all retail products: wine, spirits, gourmet foods, and humidor products
• Fostered a culture of learning and sharing product knowledge with guests and team members
• Assist in the recruitment process of new team members, including screen calling and participating in interviews

Orlando, Florida, United States

• Trained 15+ new hires monthly to reduce the learning curve and optimize productivity
• Coached bottom performers by providing one-on-one training to improve performance and quality
• Audited and documented all training and coaching to confirm proper training of employees and track progress
• Developed personal performance targets to perform at the highest possible level; ensuring accuracy, quality, and timely delivery of products to guarantee customer satisfaction and exceed KPIs standards

Orlando, Florida, United States

• Supervised the day-to-day workflow for the production department of an airport rental car operation with up to 25,000 units at peak to achieve safety, quality, cost, and efficiency
• Led a production team of 10+ direct employees & vendor managers; Lot Attendants, Quality, Drivers, Return Agents
• Championed improvements in productivity via employee development and accountability
• Communicated proactively with all departments, operations managers, team members, maintenance, and vendors to coordinate production and fleet needs
• Planned daily operational needs by the use of extensive Excel implementation to analyze historical data and demand
• Partnered with third-party vendors, including transportation (ABM) & vehicle cleaning services (Opmax), to plan staffing needs for 200+ service agents and drivers to satisfy operational needs

Orlando, & Melbourne, Florida, United States

• Managed and grew the Melbourne Airport branch with a fleet of 250-300 units and 10+ employees including Sales, Customer Service, Drivers, and Vehicle Service Agents
• Managed the Melbourne Home City branch with an average fleet of 223 units and 7+ Management Trainees & VSA’s
• Pro-actively drove team sales and customer service goals via sales training and accountability
• Ensured customer satisfaction by handling and resolving all customer concerns or disputes promptly
• Conducted daily inventory reconciliations to secure and maintain appropriate inventory levels to meet business needs
• Utilized financial reports to understand key impacts on business, opportunities for growth, and to develop sales goals

Orlando, Florida, United States

• Provide customer service for consumer and small business accounts in a fast-paced call center environment
• Research and resolve billing disputes; negotiate to collect on delinquent accounts
• Consistently met productivity, KPIs, Average Handle Times, and Quality standards with timely resolutions while documenting every interaction in our CRM system