Denise Martinez Email & Phone Number

Toronto, Canada Area

Toronto, Canada Area

- Leading and managing the Care Premium team of 14 Customer Service Representatives.- Managing team performance according to targets and KPIs for both onshore and offshore teams.- Periodic collection and review of Net Promoter Score (NPS)and CSAT (Customer Satisfaction) scores in order to identify opportunities on how to improve customer experience. - Implemented and executed a transition program pertinent to organization restructure. - Mentoring and developing colleagues via coaching and guidance.- Driving accountability and proactiveness in issue resolution and simplification and processes optimization via end to end transport plan management - Driving Managing internal and external stakeholders regarding daily operations and related contingencies

Toronto, Canada Area

- Act as the primary contact point for assigned customers- Build strong and strategic relationship with global key client – CTC Ltd. by understanding the customer’s business, service needs, drivers and desires- Initiate frequent discussions with the key client manager to engage with the customer on global service related matter- Acted as a port liaison during Vancouver Centerm’s implementation period of N4 system. - Acted as an escalation point to resolve customer queries/problems that Essential colleagues are not able to resolve independently.- Drive continuous process improvements with the team by being an active contributor of best practice knowledge and process improvement suggestions- Act as a training focal to help new colleagues on board quickly and smoothly- Assisted in delivering training programs and testing pilot systems and provided feedback and improvement suggestions

Toronto, Canada Area

- Serve as the primary contact for assigned customers and act as an advocate for customer through the organization - Ensure all relevant parties and stakeholders are informed of status and notices during contingencies via effective written reports- Resolve customer queries/problems, Identify root causes and offer solutions and alternatives based on existing standard operating care procedure- Own and manage the customer’s service delivery experience while monitoring all shipments for exceptions - Resolve process conflicts and escalate in a timely fashion- Recognize and review trends in customer volume/business and identify opportunities for growth- Improve/maintain Customer satisfaction

Projects:Murray Brook Deposit, Bathurst Mining Camp, CanadaAripuana Zn and Limoeiro Ni-Cu-PGE, Brazil (Sep – Oct 2012)• Conducted rig visits and monitored drilling progress• Collected, documented and assessed geological data within the project ensuring that all geological features in the area are observed and recorded• Performed core logging and sampling of DDH cores with VMS and/ or Ni-Cu-PGE type mineralization in accordance with established QA-QC policies• Collated and update downhole survey forms, database compilation for Mapinfo• Prepared requisition forms for sample dispatches• Supervised geotechnicians and core shed helpers and interacted with drilling foremen with regards to drill advance• Conducted surface mapping to provide ground truth for gravity and EM-anomalies • Produced and interpreted geological sections used for resource estimation

Project: Aurora Gold Property, Guyana, South America • Set up rig alignments on drill pads and supervise rig mobilization• Conducted daily rig visits and write end of day drilling reports • Performed core logging using Century System – DHLogger and sampling of DDH cores with quartz-sulfide mineralization in accordance with established QA-QC policies• Collated and update downhole survey forms and prepare drill sections using Micromine• Updated drilling database• Prepared requisition forms for sample dispatches• Prepared drill hole summaries after logging completion for weekly and monthly site reports • Supervised geotechnicians and core shed helpers and interacted with drilling foremen with regards to drill advance