Luis Martins Email & Phone Number

Dublin, County Dublin, Ireland

• Handling strategic partner accounts ensuring they're enabled to sell as much as possible • Championing partner feedback internally to ensure GoTo is partner and customer focused • Acting as a facilitator and coordinator in between departments to ensure any partner pain points are addressed • Developing strong work relationships with Care, Finance, Product Management, Marketing, Sales, Development and Customer Success • Developing and maintaining global team SF dashboards as well as individual SF reports • Working across all EMEA with focus on UKI, DACH, Nordics and Italy

Dublin

Managed multi-level (L1, L2, VIP) and multi-lingual Support services team through departmental re-organizations, acquisitions and a company mergerEstablished my EMEA team as a high performing and highly engaged part of the Global Support OrgManaged KPI delivery, using both qualitative (based on actionable customer insights) and quantitative measures.Drove staff engagement and development, increasing morale and creating career paths.Partnered cross-functionally with Sales, Marketing, HR, Finance to increase visibility, interaction, and the use of Support in Sales discussions.Value Award 2019 - Be Accountable

Dublin

Monitored and optimized team’s performance, ensured that team was meeting all established metricsSupervised and directed the daily activities of representatives, including schedule adherenceAssigned tasks, gave instructions, and followed up with team membersMentored and coached representatives with focus on improving sales and product/technical knowledge to improve overall effectivenessActed as subject matter expert and answered rep questionsActed as an escalation point for customer concerns and issuesCommunicated changes in processes and products to team membersCommunicated solutions, successes, and opportunities to upper management teamProvided direct input into performance evaluations delivered by management teamInstrumental in the interview and on-boarding process of new representativesCollaborated with other internal departments to produce content and messaging in order to facilitate more comfortable and effective support/sales interactionsKey Accomplishments/Attributes:Leadership Award 2015Provided initial training for a class of new hiresProvided leadership and guidance to representatives located both nationally and internationallyDeveloped a report that greatly optimized the internal sales processesProvided content for Knowledge Base Articles

Dublin

• Generate new and renewal sales and recommended appropriate SaaS solutions.• Providing technical support (Level 1)• Respond to issues and questions from end users via phone and online channels• Effectively interact with users of all technical skill levels to assess research, and resolve issues• Provide timely updates to users, colleagues, and management on outstanding issues• Maintain status of issues in a call-tracking system and follow-up on escalated issues• Convey user feedback to appropriate business areas such as Marketing, Product Management • Educating users to improve product/feature usage and customer satisfactionKey Accomplishments/Attributes:• Unsung Hero Award 2014• Assisted in preparing new hires for success by serving as a mentor• Contributed to the process of hiring new representatives• Maintained a high level of productivity• Self Starter• High CSAT/Call Monitoring Scores• improved my Spanish level by attending a Spanish Language Course at the Cervantes Institute

Swords

Technical Support Agent at Stream, acquiring technical skills in a multi-language and demanding work environment

Porto

Customer Support Assistant at ZON (major telecommunications company in Portugal), acquiring knowledge in negotiation

Porto

Customer Support Assistant at PT (major telecommunications company in Portugal), acquiring knowledge in managing conflicts

Porto

Acquiring knowledge in sales and commercial approach

Master'S Degree, Ecology

Gathering knowledge in the following areas: Acquisition and Data Analysis in Ecology and the Environment, Environmental Biotechnology.

Licentiate Degree, Environmental Science

Bringing together expertise in the following areas: Assessment and Pollution Control; Botany; Environmental Characterization, Monitoring.