paola martinez
@paolamartinez
Bilingual customer support specialist delivering empathetic, efficient service across channels.
United StatesWhat I'm looking for
I am a bilingual (English & Spanish) customer support specialist with 5+ years of experience in high-volume, customer-facing roles across retail, wellness, and service industries. I thrive in remote and in-person environments, resolving issues via phone, email, chat, and in-person interactions.
I have hands-on experience with ticketing and SaaS systems including Zendesk, Microsoft 365, Zenoti, and other customer management platforms, and I consistently apply a customer-first mindset to boost retention and satisfaction.
As a trainer and assistant manager, I mentored new hires, handled escalations professionally, and contributed to improved team efficiency and service quality. My background demonstrates strong multitasking, adaptability, and collaborative skills in fast-paced settings.
I am passionate about supporting customers in tech-driven and fintech environments and bring empathy, clear communication, and problem-solving to every interaction.
Experience
Work history, roles, and key accomplishments
Front Desk Associate
Rumble Boxing
Jan 2024 - Present (1 year 9 months)
Provided customer support via phone, email, and in-person, managed client scheduling with Zenoti, and resolved high-volume customer concerns with empathy and efficiency.
Sales Associate
European Wax Center
Jan 2023 - Present (2 years 9 months)
Delivered tailored client support by educating customers on services and promotions, handled concerns to strengthen retention, and contributed to team service goals in a fast-paced setting.
Sales Associate
Skechers
Jan 2022 - Jan 2024 (2 years)
Supported customers with product inquiries and resolved issues to improve satisfaction, collaborating with team members to meet engagement and service goals.
Assistant Sales Manager
Hand & Stone
Jan 2018 - Jan 2021 (3 years)
Trained and mentored new hires, handled escalated customer complaints professionally, and promoted services to boost customer satisfaction and team efficiency.
Cashier & Trainer
Panera Bread
Jan 2017 - Jan 2018 (1 year)
Provided frontline customer support handling transactions and resolving issues, and trained new employees on service delivery and company standards in a busy environment.
Education
Degrees, certifications, and relevant coursework
HCHudson County Community College
Associate Degree, Psychology
2016 - 2019
Grade: Dean's List
Completed an Associate Degree in Psychology and was named to the Dean's List.
Union City High School
GED Diploma, Secondary Education
2013 - 2016
Activities and societies: ROTC program; Varsity Volleyball
Earned a GED diploma and participated in the ROTC program and varsity volleyball.
Availability
Location
United StatesAuthorized to work in
Job categories
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