Rubi Martinez Email & Phone Number

San Antonio, TX, US

Successfully addressed and resolved complex customer issues for an enterprise-level book of business consisting of over 35 accounts and over $6 million in revenue, resulting in improved customer satisfaction and retention.Acted as a customer advocate, partnering with cross-functional teams to contribute to product enhancements based on customer.

San Marcos, Texas, United States

• Collaborated with various departments to identify and analyze workflow inefficiencies, resulting in the implementation of process improvements that increased overall productivity by 15%.
• Developed and maintained a comprehensive project tracking system, ensuring accurate and up-to-date reporting on all ongoing and upcoming projects, resulting in improved project management and timely completion.
• Successfully led the implementation of new software by conducting thorough testing, creating comprehensive training materials, and delivering hands-on training sessions to over 100 employees, resulting in a seamless.
• Acted as a liaison between the IT department and management, facilitating effective communication and coordination of projects, resulting in improved collaboration and timely completion of deliverables.
• Served as a subject matter expert for multiple systems, providing guidance and support to colleagues and management, resulting in increased efficiency and reduced downtime.

San Marcos, Texas 78666

• Determined key performance indicators (KPIs) to measure departmental success and track progress.
• Implemented and enforced efficient processes, procedures, and KPI tracking systems resulting in a 25% increase in overall productivity.
• Successfully maintained a high-performing team by conducting interviews, hiring top talent, and conducting comprehensive training programs.
• Managed schedules for a team of 12 surveyors, ensuring optimal coverage and adaptability to unforeseen challenges.
• Effectively communicated with all levels of management, providing regular feedback on department goals and objectives, resulting in improved alignment and increased collaboration.
• Tested and provided valuable development feedback on new technologies, contributing to the implementation of innovative solutions that improved overall efficiency by 30%.

San Marcos, Texas, United States

• Successfully closed an average of 10-15 sales per month, ensuring all required documentation was signed and coverage was available for customer relocations.
• Maintained consistent communication with customers throughout the relocation process, resulting in a high customer satisfaction.
• Developed and maintained a comprehensive database of customer information, enabling efficient tracking of customer relocation progress.
• Collaborated with cross-functional teams to ensure seamless coordination of customer relocation.
• Conducted regular training sessions for new team members on the documentation and communication processes to ensure consistent and efficient customer service.

New Braunfels, Texas, United States

• Evaluated borrower's financial situations and recommended the appropriate federal student loan program based on their needs.
• Maintained consistent production while providing quality customer service care.
• Used various skip tracing techniques to find updated and accurate information for borrowers, resulting in more account set-ups.
• Handled inbound and outbound calls in order to provide student loan borrowers with exceptional customer service while complying with regulatory requirements.
• Followed-up with borrowers to ensure documents were received and payments were on schedule, resulting in more borrowers completing loan rehabilitation programs.
• Trained new borrower counselors on proper handling of inbound/outbound calls, documentation, and following federal and state guidelines.