Tonatiuh Ra Martinez Bermudez
Tequixquiac
Summary
Dynamic professional with extensive experience at Maersk GSC, excelling in dispatch and customer service. Proven ability to manage high-stress situations while maintaining superior communication and teamwork. Skilled in conflict resolution and data entry, consistently achieving performance metrics and fostering strong relationships with clients and colleagues. Training experience in general security enviroment.
Overview
9
9
years of professional experience
Work History
Dispatcher
Maersk GSC
07.2024 - Current
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Directed dispatching, routing, and tracking up to 60 vehicles.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Maintained high levels of confidentiality and discretion with sensitive information.
Collections Agent
AT&T Call Center
11.2023 - 01.2024
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Counseled debtors on payment options and arranged installment agreements.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Processed payments and applied to customer balances.
Customer Service Representative
Sitel/Sykes/Foundever
08.2022 - 03.2023
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Reaching goals on metrics stated by the company and customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Documented all interactions on the corresponding system
Sales Representative
Teleperformance
01.2022 - 06.2022
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Increased repeat business by fostering trust-based relationships with key accounts through regular communication.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
- Utilized CRM software to manage client information, track leads, and monitor sales progress.
Security Training Officer/ Instructor
Grupo Multisistemas De Seguridad Industrial
05.2016 - 07.2019
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.
- Applied various teaching aids to minimize learning gaps and instruct and motivate students.
- Optimized learning plans based on student performance and feedback.
- Observed and adopted new techniques from skilled instructors and lecturers.
- Conducted frequent security audits to identify potential problems related to physical security, staff safety, and asset protection.
- Recorded incident reports with detailed accounts of occurrences.
- Analyzed and investigated incidents alongside functional management and security supervisors.
- Managed the emergency coverage team to take over abscesses and vacations.
- Conducted risk assessments for various departments to evaluate potential threats and vulnerabilities, recommending appropriate countermeasures.
- Coordinated emergency response drills to ensure organizational readiness in case of real-life situations.
- Mentored new team members on company policies, procedures, and best practices for maintaining a secure environment.
- Provided specialized training on topics such as workplace violence prevention, active shooter scenarios, and incident management.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Advised security team and conducted investigations of significant threats and loss or misappropriation of assets.
- Kept team compliant with security protocols and appearance standards.
- Oversaw team of security officers and managed scheduling and performance evaluations.
- Supervised the officers at the services to assure the correct application of knowledge.
- Kept all the officers information saved in the corresponding company web.
Education
High School Diploma - High School Administration
COLBACH
Mexico CitySkills
- Active listening
- Data entry
- Customer service
- Database maintenance
- Effective decision making
- Strong communication skills
- Stress tolerance
- Staff training and development
- Patrol operations
- Physical fitness
- Superior customer service
- Access control
- General security
- Report writing
- Staff management
- Dispatch
- Military experience
- Weapons training
- Fluent in English
- Emergency evacuation procedures
- First aid and CPR certified
- Emergency response
- Crime prevention
- Firearms expert
- Incident reporting
- Progress evaluations
- Group and individual instruction
- Classroom management techniques
- Public speaking
- Lesson planning
- Attendance monitoring
- Multitasking
- Teamwork and collaboration
Accomplishments
- Collaborated with team of National Guard in the development of New Hire National Guard officers training.
- ·United Krav Maga Member sins 2019.
Supervised team of 400 staff members.
Hobbies
- Krav Maga Training
- GYM Workout
- Guitar Playing
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Portuguese
Beginner (A1)
Timeline
Dispatcher
Maersk GSC
07.2024 - Current
Collections Agent
AT&T Call Center
11.2023 - 01.2024
Customer Service Representative
Sitel/Sykes/Foundever
08.2022 - 03.2023
Sales Representative
Teleperformance
01.2022 - 06.2022
Security Training Officer/ Instructor
Grupo Multisistemas De Seguridad Industrial
05.2016 - 07.2019
High School Diploma - High School Administration
COLBACH