Merhaya Martinez
Laveen
Summary
Dynamic customer service professional with a proven track record at ACE Home Services, excelling in cross-selling and upselling. Adept at utilizing CRM software to enhance customer relations and consistently exceed sales targets. Known for strong problem-solving abilities and a goal-oriented mindset, fostering long-term client loyalty through exceptional service.
Overview
4
4
years of professional experience
Work History
CSR, Sales
ACE Home Services
05.2025 - 01.2026
- Assisted customers with product inquiries, ensuring prompt and accurate responses to enhance satisfaction.
- Processed sales transactions efficiently, maintaining accuracy in cash handling and record keeping.
- Collaborated with team members to resolve customer issues, improving service delivery and response times.
- Conducted follow-up calls to ensure customer satisfaction and foster long-term relationships.
- Educated customers on service offerings, driving awareness and increasing sales opportunities.
- Managed inventory levels and assisted in stock replenishment, supporting operational efficiency.
- Utilized CRM software to track customer interactions and improve service outcomes consistently.
- Trained new staff on company policies and procedures, enhancing team performance and knowledge retention.
- Built strong relationships with clients, leading to repeat business and referrals.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Educated customers on product features, benefits, pricing options, warranties, promotions, financing structures available during purchase decision-making process.
- Developed an in-depth understanding of product offerings to better assist customers with their purchasing decisions.
- Delivered exceptional service, consistently meeting or exceeding performance metrics.
- Identified potential areas for improvement within the sales process through data analysis and feedback from clients.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Exceeded monthly quotas consistently by effectively managing time and prioritizing tasks aligned with organizational objectives.
- Implemented strategies for upselling and cross-selling, maximizing sales revenue opportunities.
- Provided personalized product recommendations based on customers'' needs and preferences.
- Streamlined the sales process for increased efficiency and improved customer experience.
- Negotiated contracts successfully, securing favorable terms for both parties involved in transactions.
- Collaborated with team members to exceed sales targets and achieve company goals.
- Utilized CRM tools effectively to track customer interactions and maintain accurate records.
- Conducted outreach activities to generate leads and expand the client base.
- Participated in ongoing training programs to stay current on industry trends, products, and best practices.
- Responded to customer requests for products, services, and company information.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Contributed to team objectives in fast-paced environment.
- Negotiated prices, terms of sales and service agreements.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Stayed current on company offerings and industry trends.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Recorded accurate and efficient records in customer database.
- Achieved or exceeded company-defined sales quotas.
- Maintained current knowledge of evolving changes in marketplace.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Built relationships with customers and community to promote long term business growth.
- Developed, maintained and utilized diverse client base.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Set and achieved company defined sales goals.
- Trained new employees on customer service, money handling and organizing strategies.
- Kept detailed records of daily activities through online customer database.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Attended monthly sales meetings and quarterly sales trainings.
- Presented professional image consistent with company's brand values.
- Contributed to event marketing, sales and brand promotion.
- Informed customers of promotions to increase sales productivity and volume.
- Consulted with businesses to supply accurate product and service information.
- Generated advertising brochure for vendor use.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Built diverse and consistent sales portfolio.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Met existing customers to review current services and expand sales opportunities.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
Car Detailer
701 Auto Sales
08.2024 - 04.2025
- Cleaned and polished vehicles to enhance appearance and customer satisfaction.
- Applied protective coatings and waxes to preserve vehicle surfaces.
- Operated steam cleaners, buffers, and vacuums for thorough detailing processes.
- Inspected vehicles for damage and cleanliness prior to delivery.
- Collaborated with team members to streamline detailing workflow and improve efficiency.
- Educated new staff on proper cleaning techniques and equipment usage.
- Implemented best practices for waste disposal and chemical handling during detailing tasks.
- Maintained inventory of cleaning supplies and tools to ensure operational readiness.
- Completed full-service washes that included vacuuming interiors, shampooing carpets, degreasing engines, polishing chrome accents, applying wax coatings to exteriors.
- Maintained a clean and organized workspace, ensuring efficient completion of tasks and high-quality workmanship.
- Enhanced customer satisfaction by thoroughly cleaning and detailing vehicles, both interior and exterior.
- Delivered consistent results while working independently on various makes/models/styles of cars within tight deadlines.
- Utilized effective time management skills to balance multiple projects simultaneously without sacrificing quality or efficiency.
- Washed, waxed, and buffed vehicle bodies for professional shine.
- Completed timely and thorough car details for increased customer satisfaction and repeat business.
- Provided exceptional customer service and addressed customer inquiries.
- Collected and disposed of trash in vehicle console spaces and under seats.
- Maintained car detailing equipment and supplies in optimal condition for daily demands.
- Maintained clean, tidy and safe work environment.
- Vacuumed interiors of vehicles to remove dirt and debris.
- Improved overall vehicle appearance with the use of professional-grade equipment and products.
- Achieved superior results through meticulous attention to detail in all aspects of car detailing.
- Provided exceptional customer service by addressing specific concerns or requests during the detailing process.
- Inspected interior and exterior of vehicles for cleanliness and accurately identified imperfections outside vehicle standards.
- Adhered to safety protocols while using chemicals and equipment to protect both employees and customers'' property.
- Shined vehicle windows and windshields to remove water spots.
- Applied protective agents, including sealants, to protect surfaces.
- Ensured proper care for luxury and classic vehicles, utilizing specialized techniques and products designed specifically for these automobiles.
- Developed strong relationships with clients, fostering trust in the quality of work provided by our auto detailing services.
- Contributed to a positive work environment by fostering teamwork and maintaining open lines of communication with colleagues.
- Continually expanded knowledge of industry best practices through ongoing professional development opportunities.
- Restored luster to vehicle interiors, including upholstery and vinyl.
- Collaborated with team members to complete large-scale projects, including fleet vehicles, efficiently and effectively.
- Washed cars and trucks daily for auto dealership.
- Assisted with inventory control measures, ensuring adequate stock levels of necessary supplies at all times.
- Streamlined workflow processes by keeping tools and supplies well-organized for easy access throughout each task.
- Refilled gas tanks and documented fluid levels.
- Increased company revenue through upselling additional services such as paint protection, fabric guard, or glass treatment.
- Boosted interior cleanliness, shampooing carpets and treating leather seats.
- Improved client satisfaction with thorough detailing and polishing, resulting in repeat business.
- Applied sealants and ceramic coatings to prolong exterior protection and maintain high customer satisfaction.
- Restored headlights to improve night vision and vehicle aesthetics with specialized cleaning techniques.
- Implemented water-saving techniques during washing, contributing to sustainability efforts and reducing utility bills.
- Increased positive feedback, applying high-quality wax to protect paint and ensure lasting shine.
- Negotiated with suppliers for better pricing on detailing products, reducing operational costs.
- Achieved spotless engine bay appearance, degreasing and detailing for enhanced vehicle value.
- Developed checklist for quality control, ensuring every vehicle met high standards before delivery.
- Ensured environmental compliance by properly disposing of chemical cleaners and waste.
- Promoted additional services to customers, such as paint touch-ups, contributing to increased sales.
- Maintained safe and organized workspace to prevent accidents and improve workflow.
- Managed inventory of cleaning supplies and tools, ensuring availability and cost-effectiveness.
- Adapted quickly to new detailing technologies and tools, keeping service offering competitive.
- Enhanced customer loyalty by providing personalized detailing advice and follow-up care instructions.
- Streamlined detailing process for efficiency, reducing average completion time without compromising on quality.
- Fostered team environment, training new detailers in techniques and customer service skills.
- Enhanced vehicle appearance by meticulously washing exteriors and vacuuming interiors.
- Demonstrated attention to detail in removing tough stains and odors, restoring vehicle interior ambiance.
- Customized cleaning solutions for different vehicle types, ensuring optimal results and client satisfaction.
- Performed detailed vacuuming of interior and exterior of vehicles and equipment.
- Wiped down and polished interior and exterior surfaces.
- Utilized high-pressure washers to clean vehicles and equipment.
- Removed dirt and debris from vehicle and equipment interiors.
- Used cleaning, protective, and restorative agents to maintain and enhance appearance of vehicles.
- Cleaned upholstery, rugs and other surfaces by using cleaning agents, applicators and cleaning devices.
- Operated buffers, steamers, hoses, vacuums and other equipment to meet service expectations.
- Organized vehicle and equipment storage spaces, removing trash and wiping down surfaces.
- Applied chemicals and used high-pressure wash and scrubbers to clean rims.
- Inspected vehicles and equipment for visible damage.
- Polished windows and mirrors of vehicles and equipment.
- Used specialized cleaning products to remove stains from interior and exterior surfaces.
- Followed safety guidelines for cleaning vehicles and equipment.
- Checked quality of work by thoroughly inspecting interior and exterior for additional cleaning requirements.
- Maintained records of cleaning activities.
- Mixed cleaning solutions, abrasive compositions and other compounds to clean interior and exterior of vehicle.
- Cleaned engine and engine compartment with steam cleaning equipment and various cleaning agents to remove grease and grime.
- Applied wax and sealants to exterior of vehicles and equipment.
- Checked and replaced windshield wipers on vehicles and equipment.
- Painted engine components and related parts by using spray gun or aerosol can and masking material.
Mechanic Technician
Arnies Powersports
01.2024 - 08.2024
- Conducted routine maintenance and repairs on various powersport vehicles.
- Diagnosed mechanical issues using advanced diagnostic tools and systems.
- Assisted in training junior technicians on repair best practices and safety protocols.
- Performed inspections to ensure compliance with safety standards and regulations.
- Collaborated with team members to streamline repair processes and improve turnaround times.
- Managed parts inventory effectively to reduce delays in service delivery.
- Implemented quality control measures to enhance customer satisfaction with services provided.
- Led workshops on new technologies and repair techniques for staff development initiatives.
- Supported a positive customer experience by providing follow-up services such as test drives and post-repair consultations when necessary.
- Collaborated with parts department personnel to ensure timely delivery of necessary components for efficient completion of repairs.
- Demonstrated versatility by successfully completing a variety of automotive repairs, including engine overhauls, transmission replacements, and suspension work.
- Increased efficiency by proficiently managing multiple repair projects simultaneously, effectively prioritizing tasks based on urgency and complexity.
- Enhanced customer satisfaction by providing timely and accurate repairs on a wide range of vehicles.
- Improved vehicle performance by conducting thorough inspections and diagnostic tests on various systems.
- Streamlined work processes through effective communication with team members, leading to increased productivity in the workshop.
- Maintained a clean and organized work environment, adhering to industry best practices for safe operation of equipment and tools.
- Assisted management in maintaining inventory levels of commonly used parts, contributing to smooth daily operations in the workshop.
- Prevented costly accidents through diligent adherence to safety protocols while working with potentially hazardous materials or tools.
- Reduced repair times by efficiently using specialized tools and equipment for each task, ensuring minimal downtime for customers.
- Stayed current with industry advancements through regular participation in training programs and workshops, applying new techniques to improve job performance.
- Contributed to business growth by consistently delivering high-quality services that attracted repeat customers and positive referrals.
- Minimized warranty claims by executing proper installation procedures for all replacement parts according to manufacturer specifications.
- Continually sought opportunities for professional growth by staying up-to-date on industry trends, attending conferences, and seeking certifications that expanded skill set.
- Boosted shop revenue by upselling additional services when appropriate based on customer needs and vehicle conditions observed during inspections.
- Optimized workflow within the shop by coordinating effectively with other technicians, sharing knowledge about specific vehicles or complex repairs as needed.
- Contributed to the development of junior technicians by providing guidance and mentorship in proper repair techniques and best practices.
Warehouse Worker
PepsiCo
02.2022 - 10.2023
- Operated forklifts and pallet jacks to transport goods efficiently.
- Loaded and unloaded shipments, ensuring product integrity during handling.
- Maintained accurate inventory records using warehouse management systems.
- Conducted quality checks on incoming and outgoing products to ensure compliance.
- Collaborated with team members to optimize workflow and improve productivity.
- Assisted in training new staff on safety protocols and operational procedures.
- Implemented best practices for cleanliness and organization within the warehouse.
- Monitored equipment performance, reporting issues to ensure operational continuity.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Consistently lifted materials weighing as much as Number pounds.
- Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
- Reduced order processing times with streamlined picking, packing, and shipping procedures.
- Contributed to achieving team goals with consistent punctuality, reliability, and adherence to established performance standards.
- Helped maintain an organized stockroom by labeling shelves clearly, designating specific areas for different products, and rotating stock regularly as required.
- Operated various types of warehouse machinery safely, adhering to all relevant guidelines and protocols.
- Managed incoming shipments effectively by inspecting goods for quality control purposes before storing them appropriately.
- Ensured accurate order fulfillment by diligently cross-checking pick lists against packed items for consistency.
- Promoted a positive work environment by actively participating in team-building activities and taking initiative in group projects.
- Achieved timely dispatch of orders using effective time management strategies during the picking process.
- Improved workplace safety by conducting regular inspections and addressing potential hazards promptly.
- Enhanced warehouse efficiency by implementing effective inventory management and organization systems.
- Maximized available storage space by utilizing vertical stacking techniques when arranging inventory items.
- Performed routine maintenance checks on warehouse equipment to ensure optimal functionality at all times.
- Increased accuracy of inventory records through meticulous documentation and regular audits.
- Participated in continuous improvement initiatives to streamline workflows and optimize productivity levels.
- Supported customer satisfaction efforts through prompt resolution of delivery issues.
- Assisted in the training and onboarding of new employees, contributing to a cohesive and efficient workforce.
- Maintained cleanliness and order in warehouse, adhering to rigorous housekeeping standards.
- Reduced waste, implementing recycling procedures for packaging materials.
- Ensured compliance with health and safety regulations, conducting regular training sessions for new and existing staff.
- Increased customer satisfaction by ensuring accurate and timely dispatch of orders.
- Boosted team morale and productivity by leading morning briefings and setting clear daily objectives.
- Improved record-keeping accuracy, diligently updating warehouse management system with transaction details.
- Improved safety standards, conducted regular checks and maintenance of warehouse equipment.
- Optimized storage space, rearranging items to better utilize available square footage.
- Strengthened team collaboration, working closely with peers to tackle large projects and tight deadlines.
- Enhanced physical inventory counts, participating in semi-annual audits to verify stock levels.
- Achieved near-perfect inventory accuracy through diligent cycle counting and discrepancy resolution.
- Facilitated smooth operation of loading dock, coordinating efficient loading and unloading of trucks.
- Reduced order processing times with meticulous attention to order picking and packaging.
- Minimized downtime, proactively identifying and reporting equipment malfunctions for prompt repair.
- Fostered culture of continuous improvement, suggesting process enhancements that were subsequently implemented.
- Streamlined inventory management, updating records to reflect real-time stock levels.
- Bolstered security measures, monitoring surveillance equipment and conducting routine checks to prevent theft.
- Enhanced order fulfillment accuracy, double-checking each order against its picking list.
- Enhanced warehouse efficiency by organizing inventory in logical manner, facilitating quicker retrieval times.
- Streamlined receiving process to minimize idle time, carefully inspecting and sorting incoming shipments.
- Loaded and unloaded materials onto and off of trucks for fast shipment.
- Maintained clean, orderly work environment free of hazards.
- Assisted in receiving, stocking and distribution of merchandise.
- Unpacked and repacked items in different quantities and configurations for shipment.
- Assembled pallets and crates for secure transportation of materials.
- Shipped material and performed boxing, packing, labeling, and preparation of related documents.
- Used machinery and equipment such as box cutters, shrink-wrap guns and electric pallet jacks.
- Drove forklifts, pallet jacks and other equipment to move materials.
- Operated equipment while observing standard safety procedures.
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
- Verified quantity and description of materials received by checking merchandise against packing list.
- Helped train new employees in safe practices and warehouse procedures.
- Managed warehouse operations and verified proper shipment procedures.
- Successfully navigated large shipments of materials through tight spaces and busy facilities.
- Moved furniture and boxes using utility dolly and truck ramp.
- Surrounded items in cling film, padded blankets, and tape to protect from damage.
- Strapped items down over protective padding to secure throughout transportation.
- Verified documentation and condition of freight to assure quality standards were achieved.
- Streamlined material delivery processes which increased efficiency and reduced downtime.
- Operated moving truck safely to deliver items to destination without nicks or scratches.
Education
Highschool GED - Highschool
Acellus
11020 N Ambassador Dr, Kansas City, MO 6415312.2023
Skills
- Reliability & Work Ethic: Honesty, Dependability, Strong Work Ethic
- Efficiency: Accuracy, Speed, Problem-Solving
- Teamwork: Communication, Collaboration, Active Listening
- Adaptability: Adaptability, Willingness to Learn, Flexibility
- Physical: Physical Endurance, Strength (lifting, standing)
- Engine Diagnostics & Repair (Fuel Injection, Carburetors)
- Electrical System Troubleshooting
- Brake System Maintenance & Repair
- Suspension & Steering Services
- Equipment Operation: Forklifts, pallet jacks, pallet wrappers, RF scanners, conveyor belts
- Warehouse Software: Warehouse Management Systems (WMS), inventory control software, data entry
- Core Processes: Shipping & Receiving, Order Picking & Packing, Inventory Control, Stock Replenishment, Cross-Docking
- Safety: Following OSHA, Safety Regulations, Hazard Identification Computer Literacy
- Safety Compliance & Protocols Adaptability & Continuous Learning
- Teamwork & Collaboration
- Manual Dexterity & Hands-On Ability Problem-Solving & Troubleshooting
- Attention to Detail
- Communication (with customers & team)
- Customer Service & SatisfactionPreventative Maintenance & Tune-Ups
- Welding & Fabrication
- Motorcycle Assembly & Disassembly
- Use of Diagnostic Tools & Software
- Technical Documentation Reading (Manuals) Attention to Detail: Crucial for thoroughness in every task
- Customer Service: Communicating with clients, understanding needs, building rapport
- Time Management: Efficiently completing jobs on schedule
- Work Ethic: Strong, reliable, and productive
- Dexterity & Patience: Skillful, gentle handling of tools and surfaces
- Problem-Solving: Addressing specific vehicle issues
- Physical Stamina: Ability to work long hours, often in demanding conditions
- Adaptability: Adjusting to different vehicles and tasks Exterior Care: Hand washing, buffing, polishing, waxing, paint sealant, wheel/tire cleaning, engine bay cleaning, headlight restoration
- Interior Care: Vacuuming, shampooing, leather conditioning, stain removal, interior steam cleaningCross-selling and upselling
- Data entry proficiency
- Empathy and patience
- Performance tracking
- Goal-oriented mindset
- Product knowledge expertise
- Persuasion techniques
- CRM software proficiency
- Sales techniques mastery
- Customer relations
- Sales closing
- Spreadsheets
- Product knowledge
- Microsoft Excel
- Problem resolution
- Multi-line phone talent
- Order processing
- Service upselling
- Brand representation
- Sales expertise
- Administrative support
- Call center operations
- Customer relationship management (CRM)
- Product sales
- Key holder experience
- Clerical support
- Complaint handling
- Scheduling
- Product promotion
- Store maintenance
- Minute taking
- Product and service solutions
- Coordination
- Follow-up skills
- Information security
- Microsoft Office Suite
- Service standard compliance
- Stock management
- Data entry
- Microsoft PowerPoint
- Conflict resolution
- Report preparation
- Conflict mediation
- Building rapport
- Complaint resolution
- Team development
- Report transcription
- Training development aptitude
- Live chat support
- Data collection
- Professional telephone demeanor
- Staff training
- Customer RMA management
- POS systems expert
- Prioritization
- Credit adjustments
- Warehousing functions
- Order fulfillment
- Call management
- International sales support
- Materials transport
- Process optimization
- Documentation
- Account management
- Call center experience
- Warranty service
- Report creation
- De-escalation techniques
- Active listening
- Customer service
- Problem-solving
- Time management
- Multitasking and organization
- Critical thinking
- Team collaboration
- Shipping and receiving
- Adaptability and flexibility
- Verbal and written communication
- Creative problem solving
- Money handling
- Decision-making
- Relationship building
- Computer proficiency
- Task prioritization
- Medical terminology
- Technical troubleshooting
- Client relations
- Appointment scheduling
- Shipping procedures
- Microsoft outlook
- Quality control
- Payment processing
- Paperwork processing
- Project management
- Filing
- Cultural awareness
- Dispute resolution
- Stress management
- Customer education
Languages
Spanish
Native or Bilingual
Timeline
CSR, Sales
ACE Home Services
05.2025 - 01.2026
Car Detailer
701 Auto Sales
08.2024 - 04.2025
Mechanic Technician
Arnies Powersports
01.2024 - 08.2024
Warehouse Worker
PepsiCo
02.2022 - 10.2023
Highschool GED - Highschool
Acellus