JESSICA MARTINEZ
scranton,PA
Summary
Highly motivated professional specializing in troubleshooting, problem-solving, and quality assurance.
Experienced with conducting meticulous quality inspections and ensuring compliance with industry standards. Utilizes detailed approach to identify and address defects, enhancing product reliability. Knowledge of collaborating effectively with cross-functional teams to drive continuous improvement initiatives.
Overview
2
2
Languages
1
1
Certification
15
15
years of professional experience
Work History
Quality Control Technician
Greiner Packaging
01.2024 - Current
- Reviewed packaging materials and finished goods for defects to support quality assurance and compliance with standards and specifications.
- Maintained production process alignment by monitoring operations, detecting deviations, and coordinating corrective actions with operators and supervisors.
- Documented inspection results, test data, and nonconformance reports to support traceability and audit readiness.
- Conducted line checks on packaging output, confirming label, seal, and dimensional requirements.
- Calibrated testing equipment and verified measurement accuracy to maintain reliable quality control results.
- Trained new team members on proper quality control techniques, fostering a culture of excellence within the department.
Production Worker/Trainer
Greiner
Pittston, PA
04.2022 - 12.2023
- Observed production processes and quickly identified issues to reduce downtime.
- Monitored production processes, identifying issues to minimize downtime.
- Applied problem-solving skills to resolve production issues promptly.
- Performed quality checks and documented observations to ensure compliance.
Customer Service Representative
Staff Management
Scranton, PA
03.2021 - 02.2022
- Handled telephone inquiries and complaints per standard operating procedures to ensure customer satisfaction.
- Conducted follow-ups with customers on product functionality and satisfaction to enhance user experience.
- Resolved complex customer inquiries across phone, email, and chat with consistent professionalism.
- Trained new representatives on CRM navigation, documentation standards, and service protocols.
- Managed escalated complaints, de-escalating issues and restoring customer confidence.
Customer Service Representative
EOS-USA
Scranton, PA
11.2020 - 03.2021
- Delivered account information and clarified bill service policies and customer rights to enhance customer understanding.
- Maintained detailed logs and documentation of incoming and outgoing calls to support accurate record-keeping.
- Processed routine transactions, including account openings and payments, to ensure timely service for customers.
Customer Service Specialist/ Sales Rep
Florida Insurance Marketers
Weston, FL
03.2018 - 10.2020
- Answer inbound and outbound calls involving auto,home and commercial policies
- Sell Auto, Home,Boat, RV polices in person or by phone
- Resolved policyholder inquiries regarding coverage, billing, and endorsements with accurate, timely support.
- Managed customer communications across phone and email to maintain service consistency and responsiveness.
- Processed policy changes, renewals, and cancellations while ensuring compliance with carrier guidelines.
Assistant Manager
All Uniform Wear
Pembroke Pines, Fl
02.2017 - 05.2018
- Coached and mentored new employees on company policies and procedures to ensure compliance and enhance onboarding experience.
- Managed company orders, expenditures and sales to meet budget and revenue targets.
- Managed company orders, expenditures, and sales to align with budget and drive revenue growth.
Assistant Manager
Love Culture
Coral Springs, Fl
06.2015 - 12.2016
- Recommended and up-sold products and services based on customer needs, enhancing overall sales performance.
- Coordinated employee schedules and processed time-off requests, ensuring optimal staffing levels.
- Resolved client inquiries, contributing to improved customer satisfaction and service standards.
Assistant Manager
Forever 21
Pembroke pines, FL
03.2013 - 06.2015
- Conducted performance feedback and appraisals to support team development.
- Maintained up-to-date knowledge of sales, promotions, and policies to assist customers effectively.
- Supported store manager by ensuring timely opening and closing of the store.
Receptionist
Massage Envy
Weston, FL
09.2011 - 03.2013
- Utilized proper telephone etiquette to answer calls, address inquiries, and transfer to appropriate extensions.
- Facilitated resolution of customer complaints and disputes to enhance satisfaction.
- Coordinated scheduling of meetings and external events according to guidelines to optimize use of time.
Education
Bachelor Of Arts (B.A.) - Forensic Psychology
Florida International University
Miami, FL12-2023
Skills
- Quality Inspections
- Packaging Quality Control
- Production Process Monitoring
- Quality management systems
- Quality auditing
- Calibration standards
- Equipment Calibration
- Testing procedures
- Quality Improvement Initiatives
- Production process alignment
- Project documentation
- Workplace safety
Certification
CPSR
LANGUAGES
Spanish - Fluent
English - Fluent
Timeline
Quality Control Technician
Greiner Packaging
01.2024 - Current
Production Worker/Trainer
Greiner
04.2022 - 12.2023
Customer Service Representative
Staff Management
03.2021 - 02.2022
Customer Service Representative
EOS-USA
11.2020 - 03.2021
Customer Service Specialist/ Sales Rep
Florida Insurance Marketers
03.2018 - 10.2020
Assistant Manager
All Uniform Wear
02.2017 - 05.2018
Assistant Manager
Love Culture
06.2015 - 12.2016
Assistant Manager
Forever 21
03.2013 - 06.2015
Receptionist
Massage Envy
09.2011 - 03.2013
Bachelor Of Arts (B.A.) - Forensic Psychology
Florida International University