Mathias Martinez

Experience

• 

  Ocwen Financial Corporation - US

  May 2013 - Dec 2014

  Customer Service Specialist
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  Despegar.com

  Jun 2015 - Apr 2016

  Customer Success Specialist
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  Internova Travel Group

  Apr 2016 - Mar 2021

  2nd Level support acts as escalation point for 1st Level Support Specialists, BUs, and agents for any Technical issues related to API connectivity, Log in Failures, Back Office, Front Office, Engine, Content, DataBase, Ads, Point Bank, Change Request and reports related to the task. Coordinates with QA, Developers and DataBase teams to resolve issues, implement enhancements and assist in test efforts. - Product management- Agile methodologies- Jira (backlog and confluence management)- Futures, user stories, and bugs creation- QA, UAT testing Show less The pinSIGHT TOs Support acts as the escalation point from business unit customer service teams for any issues related to the TOs. Will have the ability to quickly assess an escalated issue and resolve quickly and effectively on behalf of the agent. Responsible for owning and managing the process of setting up Agencies and configuring profiles for pinSIGHT users when necessary. Accountable for the inquiry, process flow, facilitation of resolution, consultation, and final communication to all parties involved. Will interact with external vendors, monitoring and action tickets to ensure SLA. Show less

  • 2nd Level Technical support specialist

    Jan 2019 - Mar 2021

  • Technical Support Specialist

    Oct 2017 - Dec 2018

  • Commission Analyst

    Apr 2016 - Sept 2017
• 

  Protect Group

  Mar 2021 - Jul 2021

  Platform & Integrations Manager

  Protect Group has established global Membership Programmes providing Event Cancellation Protection and Refund Protection to Ticket Agents, Events, Platforms, Venues, Sports Teams, Airlines, Hotels and Travel Companies.Members use Event Protect and Refund Protect to mitigate loss of revenue, protect their brand, enhance the customer experience and create new lucrative revenue streams for their business.We create a commercial & customer advantage for our members through an innovative technology platform and suite of products. Show less

• 

  Ameba Creative Studio

  Jul 2021 - Jul 2022

  Project Manager
• 

  LoopStudio

  Dec 2021 - now

  Some of my daily tasks and Responsibilities - Maintaining positive relationships with customers.- Oversee budgeting, reporting, planning, and auditing.- Identifying customer needs and overseeing service delivery within the business context.- Leading the operations / delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.- Help with projects/ proposals finances and budgets.- Determining ways to reduce costs without sacrificing customer satisfaction.- Assessing customer feedback and using your creativity to establish, improve, and refine services.- Remaining organized and meeting deadlines.- Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.- Be sales liaison whit project manager and team leaders Show less Leading and influencing cross functional teams to ensure alignment on feature development and prioritization, correct execution and delivery of all product deliverables, and a successful product launch.-Project management-Daily operations// staffing // KPI’s-Jira (backlog and confluence) management-UAT, testing, and product approvalOn a regular day I work on these tasks almost always in parallel:- Point of contact for requirements and high-level business needs from VP´s andDirectors.- Product coordination of development and testing to ensure the project is withinthe agreed time, benefits, quality, and scope.- Coordinate and manage 3rd party vendor relationships.- Maintain key processes with adherence to the SDLC (Agile / Iterative Methodology).- Work with Cross-Functional and Cross-Business teams to provide cost-effectivebusiness and technology solutions.- Execute system training and consultancy to internal and external clients.- Coordinate and conduct user acceptance testing for key systems. Show less

  • Delivery Manager

    Nov 2022 - now

  • IT Project Manager

    Dec 2021 - Nov 2022