Carlos Martinez personal email
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I'd like to give you a brief overview of my skills and experience. I am confident that I could bring value to your company here's how my qualifications meet your requirements: Over 15 years experience working with different outsource companies, starting for agent level with face to face interactions followed by using CRM programs, e mails, web conference, creating WBR, MBR and QBRs until I became a manager due to my hard work and work ethics, excellent communication skills and problem solver with demonstrated ability to promote a positive work environment, recognition of business objectives, foresee the solutions, develop approaches, estimate resource and send projects on a time and within a budgetMy Qualifications: • Partnership and healthy relationship handling • Problem solving • Conflict Management • Competitiveness • Negotiation • Cost – Benefit Mindset • Operational Processes and Standards expertiseMy enclosed resume will give you a better understanding of my background and skills.Sincerely,Carlos Martinez
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Maintenance, Operations ConsultantCafe Olé Feb 2023 - PresentPuerto Escondido, Oaxaca, México• Oversees the daily operations of a busy restaurant and hotel voted among the Top 20 by TripAdvisor in a popular tourist destination.• Ensures company protocols are followed and acts as a liaison between the owners, technicians and suppliers.• Supplier and guest complaint resolution.• Researches and identifies solutions to maintenance issues.• Maintains continuity of operations in the event of power outages/equipment failure.• Risk management. -
Customer Support EngenieerBqe Software Sep 2022 - Feb 2023Estados Unidos• Troubleshoot applications by communicating with customers via phone and email to resolve technical problems or answer software-related questions• Research and identify solutions to software issues• Diagnose and troubleshoot technical issues, including account setup and configuration• Ask customers targeted questions to quickly understand the root of the problem• Track computer system issues through to resolution, within agreed time limits• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)• Provide prompt and accurate feedback to customers• Ensure all issues are properly logged into CRM system • Prioritize and manage multiple tickets at one time• Properly escalate incidents to Level II Support• Document technical knowledge in the form of notes and manuals• Maintain jovial relationships with clients -
Restaurant ManagerCafe Ole Oct 2018 - Aug 2022Brisas De Zicatela, Oaxaca, MexicoOversee the daily operations of a restaurant location. Hiring and training staff, coordinating employee schedules, and ensuring company protocols are being followed, plan menus, order supplies, manage budgets and resolve customer complaints among. Liaison between the restaurant employees and owners. Build and maintain new reports, meet revenue goals and offer advice for how to run the business most effectively.
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OmcDextra Technologies Jan 2018 - Oct 2018Guadalajara Y Alrededores, MéxicoResponsible to manage any faults and troubleshooting, service delivery and provisioning of customer with fixed network data & voice and of major strategic business development projects as well as securing a successful implementation together with other internal departments or contractors and vendors. -
Workforce Team LeadHcl Technologies Jan 2017 - Sep 2017Guadalajara Area, Mexico -
Senior AnalystHcl Technologies Sep 2015 - Sep 2017Guadalajara Area, MexicoWeekly capacity recommendationsOver and under, Shrinkage and PTOLead weekly meeting with forecast revisionsDaily and weekly forecast analyst
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Service DeskDell Sep 2014 - May 2015Guadalajara Area, MexicoHelp desk support for Tenet hospitals Password resets Application troubleshooting Ticket creations through BMC remedy user Unlocking accounts Basic troubleshooting -
Public RelationsGrupo Mandala Jan 2014 - May 2014Cancún Area, MexicoTo promote Mandala group nightlife events to tourists while working on large group accounts in order to ensure all clubs within the nightclub district have high occupancyInside resort promotionActivities as part of the animation staffSales activities to large groupsInformation about Mandala groupTravel logistics from resorts-clubsPublic Relations activities at club area -
Release ManagerTata Consultancy Services Nov 2012 - Dec 2013Guadalajara Area, MexicoCoordinate deployment efforts with different multidisciplinary teams and vendors such as Oracle, IBM and HP working following the sun structure with teams in India, Singapore, United States and Mexico• Request for Change Creation and submission• Oversee approval process• iplan walk thru sessions• Dry Runs• Back out test• Represent changes with voting members• Coordinate implementations during maintenance windows• Status report and post implementation follow up -
Operations ManagerTeleperformance Aug 2009 - Oct 2012Zapopan Area, MexicoManaging large groups from 50 – 240 FTEs with 6 – 9 Project leads assigned to the project.Responsible for the development of the LOB end to end.• Ensure the Quality of the deliverables according to the SLA that we have from clients• Worked closely with HR to select high-qualified personnel for the account.• Strong liaison with client, ensuring the health status of the LOB• Development and execution of Quarterly action plans using SMART Goals• Managing 1 – 1.2 US Million dollar Budget• Managed teams in a multicultural Environment• Involved in major Ramp ups from 20 – 100 FTEs• Involved in Personnel Selection with HR• Observation Module for new Hires -
Operations SupervisorTeleperformance Jul 2006 - Aug 2009Zapopan Area, MexicoManage a team of 16 call center agents.Be available to affect the entirety of the team's operations.• Manage by walking around. Be visible to answer questions.• Take calls that your agents can't handle and be available when an agent appears to need assistance.• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.• Motivate and encourage agents through positive communication and feedback• Being available to affect the entirety of the team's operations responsible for "on-the-floor" activities• Escalated calls• KT in Israel for CS LOBs and VIP Business Partners
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TrainerTeleperformance May 2006 - Jul 2006Zapopan Area, MexicoFacilitate training to ensure consistent and complete understanding of program while adapting instruction of material to meet the diverse needs of the adult learner.• Plan, coordinate and conduct training for new personnel.• Securing training space, classroom step-up, securing training resources, determining resource readiness for course (including materials, training room, technology, and collection and entry of training data.• Provide coaching on job performance and quality assurance to employees after training.• Assist in the evaluation of the effectiveness of training based upon formal and informal feedback from customers and end users.• Ensure that all training documentation program guidelines and data is completed and that materials are delivered according to established company, project and report on CSR observations.• Identify trends and make recommendations for changes in scripting and training.• Occasional travel for training implementation at new contact center sites.
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Interview SpecialistHispanic Teleservices Corporation Dec 2005 - Mar 2006Guadalajara Area, Mexico• Contact sources provided to verify employment with assigned employers and conduct interviews pertaining to job performance• Deliver exceptional customer service and follow up with clients as necessary• Create and maintain database, paying close attention to detail• Communicate with other departments• Adhere to confidentiality guidelines and legal compliance regulations as required
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Sales & Sales Support AgentHispanic Teleservices Corporation Aug 2005 - Dec 2005Zapopan Area, MexicoManages assigned accounts and plans sales calls, utilizing reporting resources, company databases.• Provides new business development via lead qualification, profiling and prospecting efforts.• Meets the call volume requirements as determined by the company.• Builds and utilizes customer relationships to proactively sell and generate revenue.• Up-sells and cross-sells products successfully to customers during sales calls.
Carlos Martinez Skills
Carlos Martinez Education Details
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Human Resources Management/Personnel Administration, General
Frequently Asked Questions about Carlos Martinez
What company does Carlos Martinez work for?
Carlos Martinez works for Cafe Olé
What is Carlos Martinez's role at the current company?
Carlos Martinez's current role is Project manager.
What is Carlos Martinez's email address?
Carlos Martinez's email address is su****@****ail.com
What schools did Carlos Martinez attend?
Carlos Martinez attended Universidad De Guadalajara.
What are some of Carlos Martinez's interests?
Carlos Martinez has interest in Culture, Management, Civil Rights And Social Action, Science, Education, Environment, Training, Basketball, New Technologies, Science And Technology.
What skills is Carlos Martinez known for?
Carlos Martinez has skills like Team Leadership, Management, Customer Service, Training, Call Centers, Human Resources, Customer Satisfaction, Team Management, Project Management, Operations Management, Microsoft Office, Strategic Planning.
Not the Carlos Martinez you were looking for?
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Carlos Martínez
Toluca, Mex -
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Carlos Martinez
Cuajimalpa De Morelos, Cmx1bain.com -
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