Amy Martinez
Fayetteville,NC
Summary
Dedicated customer service and operations professional with over 30 years of experience in client communication, problem-solving, and leadership. Proven ability to manage multi-channel communication, build process improvements, and support high-volume service environments. Passionate about delivering affirming, compassionate support and currently pursuing a B.S. in Organizational Leadership with a specialization in Project Management (graduating October 2025).
Overview
17
17
years of professional experience
Work History
Receptionist to Practice Manager
North Star Veterinary Hospital
07.2014 - 03.2024
- Oversaw daily operations, coordinated schedules, and managed high-volume client services. Developed client-facing materials and implemented standard operating procedures to streamline operations.
- Oversaw vendor contracts, improved inventory control systems, and managed cross-functional communication across departments.
- Trained team members and operated Cornerstone software for appointment scheduling, invoicing, medical records, and inventory control.
- Collected Cash and credit payments, processed transactions, and updated relevant records.
- Tracked important information in Excel spreadsheets and ran reports or generated graphs using data.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Interacted with vendors, contractors, and professional services personnel to receive orders, direct activities, and communicate instructions.
Customer Service Representative
SYKES Enterprises
01.2014 - 06.2014
- Managed high-volume inbound calls for AT&T customers, addressing billing inquiries, international plan questions, technical troubleshooting, and new account sign-ups.
- Delivered prompt, courteous service in a fast-paced call center environment.
- Navigated multiple systems to resolve issues and ensure customer satisfaction across phone and digital channels.
- Supported customer loyalty efforts through clear communication and solutions-focused service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
Receptionist
Manchester Animal Hospital
09.2010 - 12.2012
- Delivered compassionate, multi-channel client communication.
- Promoted services and maintained financial/medical records.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Responded to inquiries from callers seeking information.
- Handled cash transactions and maintained sales and payments records accurately.
Customer Service Representative / Front-End Supervisor/ Vendor Coordinator
Kroger
05.2007 - 08.2010
- Promoted multiple times from cashier to front-end supervisor and vendor coordinator, reflecting strong performance and leadership.
- Oversaw daily front-end operations, trained cashiers, and ensured smooth customer interactions.
- Maintained compliance with cash handling, store policies, and operational procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and backed up other customer service managers.
- Managed vendor relations, including invoice processing, delivery scheduling, and stock coordination.
- Examined incoming inventory, merchandised shelves, and prevented shrinkage.
Education
Bachelor of Science - Organizational Leadership, Specialization in Project Management
Colorado State University Global
Denver, CO01.2025
Associate of Fine Arts and Associate of Science -
Fayetteville Technical Community College
North Carolina01.2024
Skills
- Client Communication
- Problem Solving
- Scheduling
- Conflict Resolution
- Microsoft Office
- Process and Performance Improvement
- Team Leadership
- Inventory Management
- Travel coordination
- Time management
- Multitasking and prioritization
- Office management
- Office administration
- Project management
- Staff management
- Schedule management
Websites
Timeline
Receptionist to Practice Manager
North Star Veterinary Hospital
07.2014 - 03.2024
Customer Service Representative
SYKES Enterprises
01.2014 - 06.2014
Receptionist
Manchester Animal Hospital
09.2010 - 12.2012
Customer Service Representative / Front-End Supervisor/ Vendor Coordinator
Kroger
05.2007 - 08.2010
Bachelor of Science - Organizational Leadership, Specialization in Project Management
Colorado State University Global
Associate of Fine Arts and Associate of Science -
Fayetteville Technical Community College
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