Open to opportunities

paola martinez

@paolamartinez

Message

Bilingual customer support specialist delivering empathetic, efficient service across channels.

United States

Message

What I'm looking for

I seek a customer-focused role where I can use bilingual support, SaaS tools, and training experience to improve satisfaction and retention in a collaborative, remote-friendly team.

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

Current

Front Desk Associate

Current

Rumble Boxing

Jan 2024 - Present (2 years 6 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.

Customer Support Zenoti Phone Support Email Support Scheduling Ticketing Multitasking

Current

Sales Associate

Current

European Wax Center

Jan 2023 - Present (3 years 6 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.

Customer Service Sales Support Customer Retention Promotion Point of Sale Communication Team Collaboration

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.

Retail Sales Customer Support Product Knowledge Teamwork POS Multitasking Communication

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.

Promoting Services Leadership Scheduling Problem Solving Client Relations

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.

Cash Handling Training Customer Service POS Conflict Resolution Time Management Multitasking Communication