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 identifying training needs.

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 sources; monitored progress and results; and identified and addressed improvement opportunities.• 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 support to ensure timelines and work quality are achieved; and modeled and helping others with how to adapt to change or new challenges.• 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 flow processes and service standards.• 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 clear expectations; communicated goals; maintained an open dialogue with team associates; provided consistent follow up to verify workload completion; ensuring compliance with company policies and procedures; and participating in the hiring, promotion, coaching, training, and evaluation of associates.• 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. • Advise on customer-obsessed tactics and approaches to improve our overall servicing of customer issues.• Create and publish weekly reports to measure trends, improvement initiatives, and progress toward goals. • Supported servicing new strategies and projects that continuously improved the overall experience.Admin of clarity phone infrastructure routing and technology (IVR).• Establish business cases, measuring the impact of customer friction and the impact on customers & business results.

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 by 50%• Viewed as a leader in role amongst peers and senior leadership across entire Global Workforce Optimization (GWFO) and Cards Customer Service Operations groups.• Dealt with most problems independently, and has latitude to solve complex issues. Provides guidance as a business consultant in partnership with senior management with strategy development and decision making.• Detail oriented when making judgments based on the analysis of factual information while applying professional judgment when interpreting data and results • Coordinated prompt resolution of all call routing/host related issues with appropriate systems or network personnel. In addition, coordinated and directed integration of new lines of business. Utilized subject matter expertise to deliver process and performance improvements, drove towards increased productivity and efficiencies while working within expense requirements.

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. • 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. Achievement: Nominated for 4​th​Quarter 2011 Quality Excellence Award​Ensures a detailed misses report is sent out to the leadership team.

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