Marty Freeman Email & Phone Number

Arizona, United States

Phoenix, Arizona Area

Scottsdale, AZ

We provide world class support and service to real estate professionals looking to take their business to the next level using Top Producer to manager their business.

Scottsdale, Arizona

• Manage the IT service desk team that provides technical support for over 3000 internal associates located in five service centers across the US; Technologies supported include but are not limited to hardware, software.
• Manage IT outages by applying ITIL strategy with emphasis on Incident, Problem, and Knowledge Management
• Conduct and report on comprehensive problem analysis while driving strategy to prevent future disruptions
• Inform senior executive team, IT professionals, and end-users of unplanned IT service disruptions and planned technology changes by composing enterprise communication customized for target audiences
• Manage complex, high visibility projects; Oversee critical business initiatives, ensuring timely execution and positive results
• Drive high quality department performance to outperform all Key Performance Indicators including Average Speed of Answer, Customer Satisfaction Index, and First Call Resolution while ensuring telephone Service Levels.

Scottsdale, Arizona

• Managed multiple teams to provide superior service to investors, advisors and retirement plan contacts; ensured quality and accuracy met or exceeded the organizations and clients’ expectations
• Developed software tools for capturing department KPI metrics and analysis which was adopted by multiple business units
• Developed and facilitated department training for procedures on website support for over 200 employees
• Managed performance and associate development by regularly meeting with associates, providing timely feedback, applying HR guidelines, and collaborating with others
• Handled customer escalations satisfying all relevant parties; Provided management approval to employees requesting reasonable guideline exceptions

Chandler, Arizona

• Managed high-performing teams of 18-20 employees responsible for the timely and accurate processing of fraud and non-fraud Debit card claims
• Developed and provided ongoing maintenance for MS Access database applications to track and report critical business metrics for multiple business areas
• Delivered consistent coaching, performance counseling, mentorship, and training to all employees
• Implemented productivity guidelines using accurate forecasting, resource capacity assessments, budgets, and service level agreements
• Developed and maintained strong relationships with critical business contacts to improve interdepartmental effectiveness

Phoenix, Arizona

Political Science And Government

Associate Of Arts (A.A.), General Studies