Martina Park Email & Phone Number

Calgary, Ab, Ca

Houston, Texas, Us

• Manage, hire, and train a team of 7 Customer Experience Analysts responsible for handling third-party escalations, approving credits for escalated cases from the call centers, conducting follow-up calls for Voice of Customer surveys, retaining escalated customers, engaging with customers through social media, and more• Provide consistent coaching and training to Customer Experience Analysts on timely handling of escalations, balancing customer and business needs, identifying areas of opportunity for the company, and collaborating with internal and external stakeholders to achieve successful customer outcomes• Act as one of the keyholders for the Canadian Customer Care Department, facilitating integration with NRG US, and sharing Direct Energy Canada's policies, rules, procedures, and system functionality as part of a project to migrate Direct Energy's accounts to the NRG US System• Build and maintain strong relationships with the Alberta Utilities Commission, the Utilities Consumer Advocate, the Better Business Bureau, and the Business Process Outsourcer (BPO) to enhance Direct Energy’s positive brand within the Alberta market, and effectively manage customer escalations• Collaborate with the marketing and sales team by sharing customer pain points and market trends to improve sales and retention• Leverage data insights to drive improvements in NPS, CSAT, online ratings and reviews, and other key performance metrics through updates to processes, policies, and procedures• Utilize various programs, including Salesforce, Social Studios, Genesys, Uperform, Verient, inMoment, and more, to proficiently assist customers, submit coaching feedback, and drive continuous procedure improvements

Houston, Texas, Us

• Cultivated cohesive relationships with Direct Energy's vendors, management, and QA team to foster a unified culture focused on delivering an exceptional customer experience• Trained Customer Experience Analysts and Front Office Analysts on company’s policy, procedure, different platforms, and their tasks upon hiring• Conducted bi-weekly QA sessions to coach Alberta Customer Experience Team on soft skills, procedure and compliance using the QA form that I have developed• Analyzed Voice of Customer data and develop strategies to improve ASAT, CSAT, and NPS scores• Reviewed, edited, and create training and procedural documentation• Facilitated agent coaching programs through call listening with HCL/Telus, auditing completed QA evaluations and reviewing customer escalations received through various channelsACCOMPLISHMENTS• Created comprehensive schedule, videos and activities for future Customer Experience Analysts and Front Office Analysts• Introduced new coaching platforms, including the Error Management Report platform • Managed the voicemail project in March 2020 when the call centers were closed• Named one of four finalists for NRG’s Cx Awards (Most Collaborative) in 2021

Houston, Texas, Us

• Served as a representative of the “Office of the president”, developed and communicated formal responses to customer and/or regulatory entities such as the Utilities Consumer Advocate, Better Business Bureau, Media inquiries and Alberta Utilities Commission• Ensured all communication and decisions made by other team members are in accordance with regulatory guidelines, and in the best interest of the client by analyzing and auditing complaint cases in an efficient manner• Engaged with customers through social media platforms, including Facebook and Instagram, promptly addressing inquiries and effectively resolving customer escalations• Acted as an account manager for high value customers such as government, property managements, and small businesses, and provide personable and professional customer service to retain and grow their accounts• Assisted credit & collection teams by processing bankruptcy and consumer proposal documents, contacting high-risk of default commercial clients to collect large outstanding balances• Reviewed recorded calls and contracts to provide coaching to call center and sales agent regarding customer experience, proper procedure and complianceACCOMPLISHMENTS• Assisted the highest number of customers every month within the team, with the highest number of submitted coaching forms• Collected $183,000 for the collections team as a side project• Trained four Customer Experience Analysts before transitioning to Front Office Analyst

Toronto, Ontario, Ca

• Maintained branch’s Champions ranking for F'2016 and achieved Champions in F’2017 – consistently ranked as one of top 3 branches in Calgary for sales and customer service • Implemented corporate policies, procedures and services standard in conjunction with management, including coaching, and motivating direct report• Developed skills on how to manage a large team successfully, with other two MCS, with clear communication system, setting up daily/weekly routines, and creating always-up-to-date and clear procedures for the team• Provided consistent daily, weekly and monthly coaching and QA evaluations to Customer Service Representatives on their sales, service and compliance performance to ensure everyone is exceeding their quarterly goals• Created an integrated scheduling system to efficiently meet staffing requirements among four different teams in the branch• Performed Human Resource management, including interviews, hiring, training, promoting and terminating Customer Service Representatives and junior Managers of Customer Service

Toronto, Ontario, Ca

• Received a letter of recommendation from the Schizophrenia Society of Alberta for providing an excellent service to low-income, disabled families