Katherine Martinez Email & Phone Number

• Managed a portfolio of 150+ accounts across the East Coast United States, Puerto Rico, and Bermuda.• Developed and maintained strong client relationships, resulting in increased customer satisfaction and loyalty.•Led successful provider onboarding processes, ensuring smooth post-purchase experiences andongoing client success.• Implemented strategies that reduced churn and drove new business growth through strategic guidance and high customer engagement.• Proactively collected feedback to drive organizational improvements and effectively address customer needs. • Resolved client issues promptly through collaborative problem-solving and targeted solutions.• Managed and maintained accurate account data in HubSpot CRM, Microsoft Suite, and during Zoom meetings, providing regular updates to stakeholders on performance and account status.• Delivered sales coaching calls for staff, offered marketing optimization recommendations, and shared best practices to achieve ROI goals.

• Successfully integrated newly acquired optical practices and teammates into Keplr Vision by coaching teammates to develop a deeper understanding of various platforms and standard operating procedures used companywide.• Implemented changes by consensus to drive incremental revenue improvements and control expenses. • Collaborated with district and regional leadership teams relaying concerns within the office for additional training opportunities or office needs.• Developed and established strategies to improve operational efficiencies by identifying process and procedure opportunities within our team and other departments.• Provided coaching, counseling, and training which led to an established performance management rhythm for the on-site general manager.• Supported the Director of Field Integration including administrative duties and input on various projects outside of the department.• Created corporate training videos on several standard operating procedures.• Managed travel costs including meals, hotel, flight, and rental car.

Atlanta, Georgia

• Managed the overall operations of the office with staff of six along with two practice providers.• Developed and executed a cross-training plan for each teammate leading to a well-rounded team.• Evaluated and coached the staff’s performance by providing weekly one on one communication andconstant feedback.• Accountable for driving positive outcomes of key performance indicators in support of revenue goals in a top performing location according to owner’s goals and standards.• Accountable for all facets of operations including marketing, optical lab, customer service, inventory, full- cycle recruitment, operations, credit card reconciliation, employee scheduling and financial operation.

New York, New York

• Aligned client’s visual image by editing their wardrobe to elevate their overall look and confidence.• Expert in color, texture, size and fit of frames for styling different face shapes.• Knowledgeable in optical prescription to achieve the best aesthetic and visual acuity in frame style selected.• Demonstrated strong product knowledge while keeping updated on new products, craftsmanship of frames and unique styles. • Involved in all aspects of prescription eyeglass and laboratory operations.

Greater New York City Area

• Supervised the activities of assigned sales territories.• Met and exceeded daily, weekly, monthly, and annual personal and team goals.• Oversaw efforts to establish and maintain clientele.• Developed and executed action plans for team members.• Managed all special events inclusive of collection preview, client events, and promotional events.• Handled customer complaints with a level-head.• Human resources tasks include determining needs of store, hiring employees, overseeing assignment of employees.

Miami/Fort Lauderdale Area

• Provided effective communication for implementation of client retention and sales goal.• Trained staff on accurate product knowledge to enhance customer experience.• Engaged with team to surpass sales goals and improve client satisfaction.