Martha Toledo
7500 W Encanto Blvd #10-203
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Gg&d Motor Vehicle Services
06.2024 - 03.2025
- 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 coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
Assistant Property Manager
Pro Residential
05.2022 - 06.2024
- Followed up on delinquent tenants and coordinated collection procedures.
- Coordinated move-ins and move-outs, ensuring smooth transitions for both tenants and property management team.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Increased tenant satisfaction by promptly addressing maintenance requests and resolving issues efficiently.
- Provided excellent customer service by promptly responding to inquiries and addressing grievances; resulting in increased tenant retention rates.
Account Manager
Healthcare Services Group
08.2020 - 05.2022
- Worked with front desk to respond promptly to all guest requests.
- Managed inventory levels effectively, ensuring adequate supplies for daily operations while minimizing waste and costs.
- Conducted regular performance evaluations for housekeeping staff, identifying areas for improvement and providing constructive feedback for professional development.
- Managed staff of 9 housekeepers.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Completed schedules, shift reports, and other business documentation.
- Improved overall cleanliness scores with thorough inspections and prompt corrective actions as needed.
- Managed laundry sorting, washing, and drying.
Education
High School Diploma -
Buckeye Union High School
Buckeye, AZ08-2007
Skills
- Fluent bilingualism
- Customer service
- Strong communication skills
- Telephone and email etiquette
- Critical thinking
Timeline
Customer Service Representative
Gg&d Motor Vehicle Services
06.2024 - 03.2025
Assistant Property Manager
Pro Residential
05.2022 - 06.2024
Account Manager
Healthcare Services Group
08.2020 - 05.2022
High School Diploma -
Buckeye Union High School
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