Martin Falada Email & Phone Number

Product Manager for Dealer and Customer facing Insurance Business systemsManaging multiple Agile teams and Product owners for several systems and web properties for both US and Canada Operations including, but not limited to:1. Dealer facing F&I Portals and Integrations2. Dealer facing Property and Casualty Portal.3. Customer Coverage Portals4. Product and.

Agile Product Owner for the industry leading Ally Insurance - Vehicle Protection Center suite of applications operating in both USA and Canada.Responsible for the oversight, development, and prioritization of enhancements to steer the delivery of the applications of the Vehicle Protection Center.Managing a team of Dealer Experience and System Analysts who.

Handled escalated issue resolution for the cutting edge Ally Insurance - Vehicle Protection Center. Served as Product Owner for the Vehicle Protection Center Claims application to facilitate delivery of enhancements and resolution of defects to the application. Worked with a team of local and offshore developers, business leads, and testing experts in an.

Ally Premier Protection Claims Workstream/Project lead for cross functional project to develop and deliver the Vehicle Protection Center Claims Application that allows Ally dealers to process Vehicle Service Contract claims online for approval. Ensured development and approval of business and system requirements and served as subject matter expert for.

Managing a contact center for a world class Vehicle Service Contract product in the U.S. and Canada. Responsible for day to day operational activities including managing and routing incoming call volume, contact agent availability and scheduling as well as incoming customer and dealer correspondence. Directly responsible for 20+ employees performance, and.

Team Leader - General Motors Protection Plan - GMAC Risk Services. Managed Team of 21 employees on day to day activities. Provided coaching and performance evaluations, as well as employee devlopment.

Facilitated standup new employee training, as well as systems, products, soft skill, and individual development training. Developed materials and curriculum for training classes.

Provided Team daily support and responded to escalated calls from staff. Resolved unusual and complex customer issues. Organized employee metrics to provide on demand coaching and feedback on employee performance.

Answered incoming customer and dealer calls relating to a world class OEM backed General Motors Protection Plan (GMPP) Vehicle Service Contract. Worked to resolve issues and respond to dealer and customer needs on a daily basis.Continuously exceeded transaction quotas by 25-50%.Achieved Quarterly Quality Scores of 98% or higher.