Maria C Martinez Email & Phone Number

Fort Lauderdale, Fl, Us

Madrid, Es

Atlanta, Georgia, Us

Manage various service contracts which include software/technical help desk, internal employee help desk, field service maintenance and installation, deployment and project activities. Single point of contact for service accountability with the authority and empowerment to manage all aspects of the contract and effect changes as required. Responsible for the delivery of NCR services to the customer in a professional manner, creating positive customer satisfaction and representing NCR's senior management to the customer. Success measured by meeting or exceeding goals established in the contract, growing the file value of the customer and monitoring overall results against the plan.

Madrid, Es

Effectively planned and directed all activities within the Customer Care department, which consisted of the Service Recovery, Customer Relations, Vendor Support and Implementation Services units. These units are responsible for the day-to-day operational activities related to services provided by the out-source vendor relative to technical help desk, installation services and break/fix services and successfully monitored service levels and recovery when service levels fell below contractual obligations. Successfully instituted business process improvements targeting proactive service recovery methodologies and quality control processes that enhanced service quality.Successfully introduced technical knowledge transfer program that increased the support professional knowledge level and quality of service increasing customer satisfaction.Oversaw the quality of service that Amadeus received from its vendors, ensuring the full value was received for this significant expense.

Madrid, Es

Effectively planned and directed all activities for the Small Business Development unit in the areas of contract pricing, financial inducements, service levels, billing options, contract terms and conditions, billing inquiries, collections processing and contract termination.Developed and initiated objectives, strategies and action plan to improve the business processes and improve the profitability of the Small Business Development customers.Created and implemented plans to decentralize the support functions of contracting, billing and collections into newly established business units. Assigned to the "Year 2000" project team member as subject matter expert in the area of support processes. Responsible for reviewing existing processes and procedures and make recommendations on how these processes can be implemented within the new enterprise software application (SAP).