Marlene Martinez Email & Phone Number

United States

• Overseeing daily operation of inbound/outbound freight.
• Ensure high levels of engagement between our Office, Dispatchers, Distribution Center, and Stores.
• Responsible for daily reporting.
• Excel in a busy environment, multi-tasking, and prioritizing, while taking care of our Associates and customers.
• Identify associate, customer, and supplier concerns by listening, and consulting with others when needed to determine corrective action to take or make recommendations to resolve.
• Oversee and develop associates by assigning responsibilities and coordinating workloads, monitoring performance, and providing feedback; teaching, supporting, and modeling Logistics and company procedures, and.

Cedar Hill, Texas, United States

• Developed, communicate, and implemented processes and practices to meet business needs by collaborating with managers, co-workers, customers, and other business partners; analyzed and applied information from multiple.
• Lead and participated in teams by using and sharing resources, information, and tools; determined customer needs and business priorities; coordinated and executed work assignments; provided advice, feedback, and.
• Supported the achievement of financial goals by communicating and collaborating with other team leads and store management on business objectives; delivered daily operational guidance to teams; and monitored inventory.
• Lead team associates effectively by operating as the manager on duty; prioritized and delegated daily workloads; monitored and communicated team staffing needs; ensured area processes are executed effectively; set.
• Managed all departments throughout the evening, which consisted of a gas station, online grocery, frontend, deli, and maintenance, and manage a team of 18 stockers.

Garland, Texas, United States

• Held bi-weekly quality calibration sessions to go over quality monitor scores for voice, email, and chat.
• Worked with our third-party vendor team to refine-tune CRM. programming/capabilities and processes to better support our agents and enhance overall service.
• Developed monthly reports to share with the brand team, R&D, quality, and other key stakeholders within the organization showing contact reasons, claims, trends, product issues, and any potential risks.
• Conducted monthly/quarterly meetings to review monthly reports such as ( i.e. fragrance consumer complaints/monthly consumer complaints).
• Enhanced claims reporting/historical data to identify trends with similar claims.
• Processed escalation claims for all claims across the organization.

Irving, TX

• Managed and executed customer service operations to support 7-eleven’s business objectives, enhance the company’s reputation, and foster relationships with customers and stakeholders.
• Managed a team of leads and customer service fulfillment specialists.Defined & delivered on 7 Now servicing targets. (asa, case resolution, issue age, case volume improvements, quality, etc.)
• Created a process to track and report on root cause drivers.
• Partnered with the 7 Now team to reduce customer pain points and reduced the intake of 7 Now cases.
• Continuously evaluated the process, from the customer’s point of view, to ensure their experience was low effort, seamless, and fast.
• Took ownership of highly escalated & complex customer issues, that are unable to find resolution through normal channels & processes and drive continuous improvement.

Irving, Texas

• Analyzed intraday calls forecast and provided commentary to the managers; maintaining 80-85% occupancy rate to minimize staffing downtime and allow training: improving FTE’s average handle time (AHT),
• Maintained an 85-90% availability rate to prevent future shrinkage, low morale, and attrition
• Performed short-term analysis and forecasting of customer volume, AHT, shrinkage, and unpredicted risks to ensure proper staffing to help meet SLAs.
• Provided strategic recommendations to leadership by performing monthly predictable risks and opportunities assessments to ensure monthly contractual obligations were met.
• Partnered with IT, Incident Management, and Operations to resolve unpredictable risks (i.e. system outages, network connectivity loss, routing failure) and developed a real-time strategy to prevent risk to service goals.
• Developed talent through revamping on boarding programs; welcomed new hires to Citi culture prior to their assumed operational roles; shortened GWFO indoctrination process by 40% and increased command center operations.

Irving, Texas

• Analyzed and interpreted data to make recommendations for adjustments to staffing levels to ensure service level requirements and financial efficiency measurements.
• Escalated business computer system impact to leadership team and business.
• Developed strong working relationships with other groups within organization to ensure efficient and effective problem solving and issue resolution.
• Performed on-going analysis including tracking and analyzing performance by individual and by team and reporting actual performance to standards; analyze performance trends and impact on goal achievements.
• Front line system issue support and coordination with help desk and technology support.
• Front line system issue support and coordination with help desk and technology support. Achievement: Nominated for 4​th​Quarter 2011 Quality Excellence Award​Ensures a detailed misses report is sent out to the.

Irving, TX

• Contacted delinquent customers in repayment of their loans; facilitated payment agreements or establishes a repayment plan in a manner beneficial to both the client and company.
• Ensured set policies and procedures guidance when determining suitable collection solution.
• Experienced with rules, regulations, laws (Including FDCPA) and methods of collection, skip tracing and due diligence.
• Performed other duties and special projects as assigned by management.

Irving, TX

• Resolved clients’ delinquent accounts across various product lines of business within Citi.
• Set payment arrangements.
• Subject matter expert with experience in job coaching.

Irving, TX

• Provided excellent quality customer service.
• Worked with customers in a temporary hardship
• Collect payments and set up arrangements
• Assisted customers with statement questions/concerns
• Solicited products to customers