Kevin Martinez Email & Phone Number

San Francisco, California, United States

San Francisco, California, United States

• Resolved customer collections by examining payment plans, payment history; coordinating contact with customer Accounts Payables and posting payments by recording cash, checks, bank deposits, and credit card.
• Produced, managed and maintained the company's first AR aging weekly report, identifying bad debt accounts and retained records of outstanding customer invoices, debits, and credits
• Processed customer invoices and contractor payments weekly via internal systems and weekly bank deposits via a mobile banking system
• Assisted with the Monthly close process by categorizing credit card transactions, entering journal entries, & reconciling bank accounts
• Reconciled customer accounts by providing manual billing and account statements

San Francisco, California, United States

• Responded to all incoming communications from potential users, customers and contractors in both English and Spanish via phone, text, email and instant messaging in Zendesk
• Troubleshoot and navigate real-time issues while providing excellent customer service with over 85% satisfaction (tracked via CSAT)
• Communicated restaurant operator/worker requests and needs to Engineering & Product teams to help develop new product features

San Francisco, California, United States

• Supervised and coordinated scheduled appointments and day to day operations in English and Spanish with a contractor fleet of 30+ housekeepers
• Collaborated with the Product Engineering team to identify bugs with internal scheduling systems that require immediate attention
• Advocated for users and housekeepers by identifying trends in issues and suggesting improvements to processes, policies, and products

San Francisco, California, United States

• Actively managed multiple roadside cases across the United States using Swoops internal platform and engaged with insurance holders to provide high levels of customer satisfaction
• Communicated with local & our roadside service provider network to ensure information is correct to provide a timely and effective service
• Helped develop Swoops expanding roadside service partner network

San Francisco, California, United States

• Dispatched an increasing fleet of 100+ valets strategically to ensure proper coverage and the best user experience
• Advised on product improvements to improve a scalable workflow as user volumes increased

San Francisco, California, United States

• Trained new Team Members on job policies, customer satisfaction, and workflow
• Managed a high-volume location balancing shifts and delegating tasks to team members in real-time, meeting company-wide goals in service, delivery, and revenue volume.