Olga Martinez Email and Phone Number
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Olga Martinez personal email
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At JPMorgan Chase & Co., I am an Associate Process Improvement Manager II a leading global financial services firm with a history of innovation and excellence. With more than 20 years of diverse business experience, I have a passion for process improvement, customer experience, project management, product development, program management, and team building, and I hold a Six Sigma Green Belt certification and lean practitioner pursuing my PMP and MBA .In my current role, I lead a team that works with internal customers to identify and resolve process gaps, enhance job aids, and ensure customer and employee satisfaction using Six Sigma methodology. I have successfully implemented program reporting and productivity tools, launched a Lean Management and Operation team, and managed an escalation desk with a 100% success rate resolution. Previously, I have also demonstrated my skills and expertise in sales operations, service delivery, program management, project management, problem analysis and resolution, coaching and mentoring, and training. I have earned multiple honors and certifications, such as the Rising Leader Program and the Half the Sky Leadership Graduate. My goal is to leverage my knowledge and experience to drive process excellence and customer and employee satisfaction and its clients.
Jpmorgan Chase & Co.
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Associate Process Improvement Manager IiJpmorgan Chase & Co. Mar 2022 - PresentNew York, Ny, UsManage a Team. The team is responsible for working internal and external customers with process gaps, job aid enhancements, customer experience, and employee experience using six sigma methodology. **Process Improvement: Implemented program reporting and productivity to manage performance management. Launched a Lean Management and Operation team to help with sustainment purposes. Escalation desk internally for employees launched. 95% succes rate resolution with 5% on- going projects intiated. Time and Attendance revamped team for standardization and inefficiencies. Performance score card underway for all teams.
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Manager, Enterprise Customer OperationsComcast Business Dec 2019 - Jun 2022Philadelphia, Pa, UsManaged a team of 11 employees technical and billing. The team was responsible for working customer escalations internally and externally for BBB, FCC, AG, and legal cases by improving the customer experience. **Process Improvement: Implemented employee performance tracker and Salesforce Dashboard for productivity and performance management. Launched a quality control for team to measure performance. Managed to help team to be more proactive vs reactive with escalations. -
Director Operations And SupportComcast Business Jan 2017 - Dec 2019Philadelphia, Pa, UsManaged a team of 3 Managers and 45 sales support representatives. I was responsible for the Florida Region field completion rate,reject rate for sales, cancel reasons, and failed jobs. Goal was to increase our field install quota and sales quota to increase our revenue with our billable customers. **Project Management: As Director assigned to oversee Florida operations and resolve issues, (1) analyzed KPI indicating 80% of installs completed, 20% not completed due to service issues; (2) immediately resolved issues by improving continuous customer engagement through emails and direct calls; (3) recovered business and improved install completion rate to 95%; (4) recovered lost revenue, significantly increased service quality. **Program Management: Launched the Sales Support Team and align with the rest of the region support teams.
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Business Operations & Support ManagerComcast Business Dec 2013 - Jan 2018Philadelphia, Pa, UsManaged a team of 10-15 sales support representatives. Supported sales teams to assist with sales orders, pending installs, pending cancels, reschedules, attend team meetings, and managed an order work queue. **Program Management: Launched an escalation-type Salesforce ticketing system entitled ‘Cases’ to track escalations; achieved over 90% success rate.** Project Management: Launched Concierge to help minimize the reject rate from 20% to 3%. (1) Identified up to 20% rejection rate on sales orders to be processed, including a lack of communication between sales and installation services; (2) created group entitled ‘Concierge’ to manage communications on order process; (3) reduced reject rate from 20% to 3%; allowed sales to focus on generating revenue rather than intervening on long project delays; (4) continually manage projects resulting in efficiencies.**Process Improvement: (1) Identified delays and confusion in communicating instructions for standard installs, especially for follow up on construction; (2) generated a welcome call and follow through on status of orders in support of reducing delays; (3) resulted in proactive rather than reactive response, and improved best practices. Built a team throughout the region that took ownership of resolving issues prior to escalation during the construction phase; this initiative was implemented nationally for the entire company; improved service quality, productivity and best practices.
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Business Sales Support SupervisorComcast Business Dec 2012 - Dec 2014Philadelphia, Pa, UsManaged a team of 8-15 Sales Support Specialists. The team supported the sales teams to assist with sales orders, attend team meetings, and managed an order work queue. **Program management: Launched a successful start-up of Chicago Region Sales Support team; produced top team performance; planned/managed projects with team and individually. The Support team was the best practice for the rest of the Support teams Nationally.
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Service Delivery SupervisorComcast Business Dec 2011 - Jan 2013Philadelphia, Pa, UsManaged a team of 10 Service Delivery Specialist that performed quality control on sales orders and entered in the CRM system to schedule customers and remind customers of their installs. A monthly quota goal was required to meet our budget fiscal sales quota. Leadership escalation point of contact.
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Customer Care SupervisorComcast Business Mar 2006 - Mar 2012Philadelphia, Pa, UsResidential and Business CareManaged a team 12-15 technical care representatives for the Chicago Region Market. The team supported billing and technical issues for internet and cable services. I coached and developed the team(s). Leadership point of contact escalations. **Process Improvements: Developed processes for care agents to support customers and handle calls.
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Provision Technical LeaderWoodfield Group Dec 2000 - Dec 2007Test & Configured Network components, i.e.; Cisco Router Series, Modems, Code Switches, Adtrans, and FramesaversRepair Network Components, Cisco Routers series 1600-7000 .Build and Configure Network Servers: Lucent Frame Relays, B-STDX 9000**Process Improvements: Document & Create M&P and assigned Special projects
Olga Martinez Skills
Olga Martinez Education Details
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Keller Graduate School Of Management Of Devry UniversityMaster Of Business Administration (Mba) -
Half To Sky LeadershipLeadership
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Comcast UniversityOrganizational Leadership
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Judson UniversityGeneral
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University Of South FloridaSix Sigma - Green Belt
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Women In Cable Of TelecommunicationRising Star Leader Program
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Women In Cable Of TelecommunicationRising Leader Program
Frequently Asked Questions about Olga Martinez
What company does Olga Martinez work for?
Olga Martinez works for Jpmorgan Chase & Co.
What is Olga Martinez's role at the current company?
Olga Martinez's current role is Senior Process Improvement Manager @ JPMorgan Chase | Green Belt Six Sigma, Lean Practitioner, and Operations.
What is Olga Martinez's email address?
Olga Martinez's email address is ol****@****ast.com
What is Olga Martinez's direct phone number?
Olga Martinez's direct phone number is +163028*****
What schools did Olga Martinez attend?
Olga Martinez attended Keller Graduate School Of Management Of Devry University, Half To Sky Leadership, Comcast University, Judson University, University Of South Florida, Women In Cable Of Telecommunication, Women In Cable Of Telecommunication.
What skills is Olga Martinez known for?
Olga Martinez has skills like Telecommunications, Sales Operations, Call Centers, Customer Retention, Leadership, Customer Experience, Networking, Process Improvement, Salesforce.com, Project Management, Cross Functional Team Leadership, Voice Over Ip.
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