Libby Martinez, Mba Email & Phone Number

-Managed QA, Sales Support, Retention, processing and Customer Service -Designed and managed the retention process which increased retention from 84% up to 92% for 6 consistent months.-Implemented a customer service cross sell process which generated 1.1 million dollars of policy premium annually without marketing expenses. -Implemented post call surveys, which received a 19% response rate and 89% NPS scores.-Designed QA scorecards for objective call grading of customer service.-Implemented CSR24, an online portal giving 24 hour policy access to account holders.

Jacksonville, Florida, United States

-Implemented Post Call Surveys -Implemented Cross-Selling which generates 400 leads a month to agent offices-Implemented Chat as a communication platform with a 98% satisfaction score-Developed Call Maps

Jacksonville, Florida, United States

Florida, United States

Riverview, Florida, United States

Supervised up to 50 call center sales representatives.Responsible for coaching logs, peer development, payroll, revamping the new hire training program, personal improvement plans, disciplinary action, interviews, and quality analysis reports.Ranked as the top service supervisor until promoted to sales. As a sales supervisor, I ranked #1 12/16 months.

Lakeland, Florida, United States

Worked with my 220 Insurance license to supervise a team of 30 licensed 440 call center employees.Received Lean 6 sigma training to make efficient data driven decisions.Responsible for coaching logs, payroll, hiring, personal improvement plans, disciplinary action and quality analysis reports.Trained new hire classes and worked in transition to release new hires to their team.Ranked #1 out of 42 supervisors in 2014.

Bachelor'S Degree, Psychology

Master Of Business Administration - Mba, Business Administration And Management