Leo Martinez Email & Phone Number

Florida, United States

Atlanta, Georgia, US

Lead a dynamic team of business product managers and operations analysts to optimize business processes and enhance operational efficiency. My role focuses on streamlining workflows, identifying areas for improvement, and serving as a liaison between business stakeholders and IT teams to ensure successful implementation of process enhancements..

Atlanta, Georgia, US

• Responsible for leading and overseeing all aspects of the customer service and claims departments. Delivered exceptional customer experiences by implementing effective customer service strategies, leveraging technology.
• Developed and implemented customer service policies and procedures to enhance overall customer satisfaction.
• Lead and mentored a team of customer service representatives and claims adjusters to ensure high- quality service delivery.
• Monitor customer service metrics and KPIs to identify areas for improvement and implement corrective actions as needed.
• Oversee the claims process from initial report to resolution, ensuring timely and accurate claims handling.
• Collaborated with other departments, such as operations and product development, to address customer issues and improve service offerings.

Houston, Texas, US

• Defined the strategy for evolving the billing function for more accurate, automated, and cost-effective outcomes.
• Lead cross-functional strategic initiatives to improve billing processes, including dispute resolution, cash application, collections, new product pricing, price changes and price increases

Fort Mill, SC, US

Advocate between CompuCom and our customers by managing the relationship and expectations to ensure alignment of business expectations and delivery from operational teams. My key focus as a SDE is governance across all areas of the service delivery process, continual service improvement and customer satisfaction. Single point of contact on delivering.

Fort Mill, SC, US

Lead the delivery of technical support services from Network Operating Centers in Mexico and India. Single point of contact for all client on-site services provided. Build and maintain a positive relationship with our clients and ensure operations run as planned and budgeted.

Utilizing Business Process Optimization and outsourcing experience to develop best in class customer contact center operations. Specializing in strategy and organization, lean management, change management, process optimization. Adept at identifying opportunities to leverage customer support tools, technologies and methods that focus on solutions to.

London, GB

• Led RFI and RFP process for vendor selection to support customers in Asia, Africa and Europe. Created new vendor management team and setup two new sites in Philippines and Egypt while restructuring existing vendor.
• Led the RFI and RFP vendor selection process
• Negotiated MSA and SOW terms and conditions
• Provided direction and input into weekly, monthly and quarterly business reviews
• Identified, measured and maintained KPI's and SLA's in collaboration with business units
• Established direction for overall contact center support technology strategy supporting the Customer Experience team contact center hubs

London, GB

• Strategically focused on process improvement initiatives that decreased customer support effort while increasing customer satisfaction.
• Measured and monitored KPI’s that impact the overall customer service experience and quickly established a vision aligned with company values and needs
• Utilizes data analytics and Six Sigma Lean best practices to optimize customer satisfaction rate and results in quantifiable performance outcomes
• Successfully refocused contact center objectives and processes through training, process review and application of Workforce Optimization resulting in significantly improved KPI’s

London, GB

• Successfully lead business processes by cross-managing the oversight of development, implementation and deployment of global process improvement initiatives.
• Ensured compliance standards were followed
• Enhanced business productivity by streamlining work flows and leveraging technology
• Designed, developed and championed the roll out and utilization of customer operations tools and technologies including CRM, Data Analytics, Knowledgebase, B2B eCommerce and business intelligence
• Utilized speech analytics to measure the customer experience and conduct root cause analysis

London, GB

• Reporting directly to the SVP and COO, responsibilities included:Forging short and long term global relationships and strategies that focused on operational efficiencies. Successfully focused maintaining the utmost.
• Led realignment and reorganization efforts of customer services new ways of working
• Transformed multiple geographically dispersed support teams by standardizing processes and practices
• Increased revenue by $1.6M in sales by 13% vs budget and 35% reduction in P&L 2011 vs 2010
• Reduced costs by 12% vs budget in Spanish market with a reduction of 39% in P&L 2011 vs 2010

London, GB

• Adaptive professional who successfully served as the single point-of-contact management liaison between IT, product management, relationship management, business units and clients.
• Facilitated collaboration and communication between departments and settled complex situations by adhering to best practices and troubleshooting problem areas
• Over-saw US international customer base of $600M and Spanish operation of €33M per annum
• Responsible for 54% reduction in FTE’s, representing a 30% overall reduction in costs 2009 vs 2010
• Re-focused efforts on measuring the right KPI"s to improve efficiency and customer satisfaction

London, GB

• Successful record of excellence mentoring and training employees in twelve overseas Pearson units located in North America, Europe, Latin America, Asia and Oceania.
• Attained revenue growth, cost reduction and efficiency improvements by designing and championing effective changes across the organization
• Cost savings of approximately $140K per year, decreased DSO and increased daily cash flow by $1.1M by leveraging EDI capabilities
• Saved $186K per year at Pearson UK by implementing transportation carrier changes

London, GB

Lead international customer service initiatives and daily operations by collaborating with management on all project-related issues. Responsible for directing, training and mentoring staff across 3 divisions to ensure the best customer service.

New York, New York, US