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VALUE PROPOSITION► I am highly effective in operations management and strategic planning, with experience delivering results in management roles overseeing call center operations across multiple industries.► My success is driven by my ability to lead strategies that effectively improve productivity while meeting operating and fiscal targets.SUMMARY► Engaging contact center operations leader possessing a winning blend of management expertise, skill in the oversight of teams, and practical experience improving customer service.► Leverages a unique mix of strategic and analytical expertise, consistently exceeding performance goals by aligning the effort of strong teams with organizational objectives. LEADERSHIP HIGHLIGHTS★ With Sunrun, substantially reduced wait times, abandonment rates, and call handling times across the Sales and Customer Care departments.★ Supervised as many as seven workforce planning managers supporting the Customer Care and Customer Journey departments through short and long-term staffing forecasts, capacity planning, budgeting, and real-time analytics.★ Contributed to $150,000 in savings by substantially lowering call handling times.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲Specialties: Operations Management, Strategic Leadership, Improving NPS, Advisor to Leadership, Regulatory Compliance, Contact Center Operations, Team Leadership, Workforce Management Systems, Call Monitoring
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Manager, Workforce ManagementAsembia Jun 2024 - PresentFlorham Park, Nj, Us -
Sr It Analyst, Finance & PlanningSunnova Energy Feb 2023 - Jun 2024Houston, Texas, Us★ Responsible for the budget and forecasts for the 330-person IT department plus ~120 vendors.★ Formulates financial models to support contract negotiations, invoice processing, and the completion of monthly and weekly controls for asset reporting, accruals, contract obligations, and time controls.★ Overhauled the procurement process for software and professional services.★ Contributes to negotiations on Master Service Agreements, NDAs, and Statements of Work between vendors, legal, tax, security and risk departments.★ Lowered the department budget by $63M.★ Established job aids to document all processes and made available on the Intranet.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT SUNNOVA ENERGY CORPORATIONSunnova Energy Corporation is a solar energy company that serves commercial and residential customers. -
Head Of Workforce ManagementSunrun Feb 2019 - Oct 2022San Francisco, Ca, Us★ Managed as many as seven workforce planning managers supporting the Customer Care and Customer Journey departments.★ Oversaw the development of short and long-term staffing forecasts, capacity planning, budgeting, and real-time analytics, influencing decisions regarding staffing of employees and agreements with BPO partners.★ For Sales, reduced the wait time to reach an agent from 20 minutes to 60 seconds, which lowered the call abandonment rate from 25% to 3%. Within Customer Care, lowered wait times from three minutes to one minute. Reduced call handling times to save $150,000.★ Achieved metrics and NPS goals while bringing on the BPO partners. Led the company through the acquisition of Vivint Solar.★ Following the acquisition, oversaw the internal team, Vivint Solar employees, and three BPO partners to ensure consistency and quality across all processes while managing a $30M budget.★ Credited with defining a formal policy for attendance that improved agent attendance by 13% among 340 individuals in Customer Care and 150 in Sales.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT SUNRUNSunrun is a leading home solar panel and battery storage company. -
Workforce ManagerDish Network May 2012 - Feb 2019Englewood, Co, Us★ Managed call center operations, overseeing scheduling and assignments. Supervised as many as 23 direct report Business Operations Specialists and up to 500 agents.★ Routed calls and examined workload requirements in real time to meet SLA commitments.★ Responsible for leading employee and new hire training, including cross-training to increase flexibility to meet the needs of the business.★ Reviewed reports to capitalize on opportunities for improvement, including reducing call handling time by two minutes..★ Migrated Workforce Management Systems from Aspect to Teleopti, impacting approximately 25,000 employees company-wide. As a Teleopti administrator, taught the team and then trained all other resource centers in the company.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT DISH NETWORKDish Network provides multichannel television and satellite television services. -
Operations ManagerDish Network Oct 2009 - May 2012Englewood, Co, Us★ Promoted from a Supervisor role to direct 24/7 contact center operations.★ Led the interview, hire, and training of supervisors.★ Responsible for investigating and resolving operational issues and escalated customer concerns.
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Operations SupervisorDish Network Oct 2005 - Oct 2009Englewood, Co, Us
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Operations Analyst / Corporate Adjustment Project TeamDish Network Sep 2007 - Aug 2008Englewood, Co, Us
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Customer Service RepresentativeDish Network Jan 2004 - Oct 2005Englewood, Co, Us
Cathy Martinez Skills
Cathy Martinez Education Details
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Colorado State UniversityAnd Related Support Services -
Missouri Southern State UniversityMedical Radiologic Technology/Science - Radiation Therapist
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Joplin High School, Joplin, MoHigh School Diploma
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Missouri Southern State University
Frequently Asked Questions about Cathy Martinez
What company does Cathy Martinez work for?
Cathy Martinez works for Asembia
What is Cathy Martinez's role at the current company?
Cathy Martinez's current role is Experienced Contact Center Operations Leader.
What is Cathy Martinez's email address?
Cathy Martinez's email address is cm****@****run.com
What is Cathy Martinez's direct phone number?
Cathy Martinez's direct phone number is +172023*****
What schools did Cathy Martinez attend?
Cathy Martinez attended Colorado State University, Missouri Southern State University, Joplin High School, Joplin, Mo, Missouri Southern State University.
What skills is Cathy Martinez known for?
Cathy Martinez has skills like Team Leadership, Process Improvement, Call Centers, Customer Service, Customer Satisfaction, Leadership, Team Building, Management, Operations Management, Training, Microsoft Office, Customer Retention.
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