Arthur Martinez

Arthur Martinez Email and Phone Number

Solutions Consultant at Five9 @ Five9
san ramon, california, united states
Arthur Martinez's Location
Austin, Texas Metropolitan Area, United States
Arthur Martinez's Contact Details
About Arthur Martinez

Over 30 years call center experience in various roles (phone representative, group supervisor, team manager, payroll manager, workforce project manager, short and long range forecasting and budgeting, workforce director, workforce vice president and contact center consultant)Specialties: Forecasting and staffing analysis. Long and short range call center budgeting. Speech analysis and agent call quality analysis and process.

Arthur Martinez's Current Company Details
Five9

Five9

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Solutions Consultant at Five9
san ramon, california, united states
Website:
five9.com
Employees:
1256
Arthur Martinez Work Experience Details
  • Five9
    Solutions Consultant
    Five9 Apr 2020 - Present
    United States
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  • Verint
    Application Learning Consultant
    Verint Nov 2016 - Apr 2020
    Dallas/Fort Worth Area
    Contact center consulting and training in Workforce Management and Call Quality. Expert level consulting in workforce management practices and call center quality in Verint Workforce Solution.
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  • Nice_Ltd.
    Business Development Consultant
    Nice_Ltd. Jun 2016 - Nov 2016
    Dallas/Fort Worth Area
    Provide consultation to management teams regarding contact center business processes and strategy.
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  • Adtech Global
    Application Learning Consultant
    Adtech Global Jun 2015 - Jun 2016
    Dallas/Fort Worth Area
    Consultation provided to contact centers utilizing Verint application. Consultation regarding contact center best practices and training on use of WFM and Quality monitoring solutions.
  • Csi Tech
    Workforce Consultant
    Csi Tech Jan 2014 - Jun 2015
    Dallas/Fort Worth Area
    Provide consultation for call center workforce management process and procedures. Use experience as a seasoned workforce professional to guide centers on best practices and current technologies.
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  • Monitronics International
    Director, Workforce Management
    Monitronics International Apr 2009 - Nov 2013
    Lead Workforce Management team.
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  • Jpmorgan Chase
    Vice President Workforce Optimization
    Jpmorgan Chase Jul 2004 - Apr 2009
    Directly manage a group consisting of a workforce manager, MIS manager and two financial analysts for customer service operations. Responsibilities include scheduling for 500 internal phone agents and 700 contract phone agents. Team also forecasts enterprise call volume annually, monthly, daily and by 15 minute interval. Have maintained call volume forecasts within 5% of monthly and annual actual results since 2004. Team responsible for generating and tracking a 42 million dollar customer service budget. Team generates numerous MIS reports for tracking call center performance as well as agent specific performance metrics.
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  • Washington Mutual
    Vp Workforce Optimization
    Washington Mutual 2004 - 2008
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  • Caremark
    Manager Workforce Management
    Caremark Oct 2002 - Jul 2004
    Managed group of schedulers, forecasters, MIS, and special projects personel for call center operations.
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  • Sprint
    Workforce Manager
    Sprint Aug 1996 - Oct 2002
    Managed a team of 10 analysts responsible for maintaining agent database information in eWFM, Witness Monitoring, Aspect ACD and productivity hierarchy. Managed a team of three payroll analysts responsible for entry of payroll exception processing and resolution of payroll discrepancies. Administered the hiring, mentoring, performance coaching and reviews, corrective actions and terminations as appropriate for my group.
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Arthur Martinez Skills

Call Centers Workforce Management Forecasting Management Vendor Management Process Improvement Budgets Customer Service Operations Management Process Scheduler Call Center Customer Satisfaction Outsourcing Recruiting Business Process Improvement Enterprise Software Customer Experience Team Building

Arthur Martinez Education Details

Frequently Asked Questions about Arthur Martinez

What company does Arthur Martinez work for?

Arthur Martinez works for Five9

What is Arthur Martinez's role at the current company?

Arthur Martinez's current role is Solutions Consultant at Five9.

What is Arthur Martinez's email address?

Arthur Martinez's email address is am****@****bal.com

What is Arthur Martinez's direct phone number?

Arthur Martinez's direct phone number is +167867*****

What schools did Arthur Martinez attend?

Arthur Martinez attended The University Of Texas At Arlington.

What skills is Arthur Martinez known for?

Arthur Martinez has skills like Call Centers, Workforce Management, Forecasting, Management, Vendor Management, Process Improvement, Budgets, Customer Service, Operations Management, Process Scheduler, Call Center, Customer Satisfaction.

Who are Arthur Martinez's colleagues?

Arthur Martinez's colleagues are Brad Latour, Janfrey Camua, Francisco Loreto, Hazeel Carcellar, Angelbert Cafino, John Christopher Cabalteja, Patrick Earl James Punzalan.

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