Elisabet Martinez

Experience

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  Teleperformance

  Apr 2005 - Nov 2005

  Bilingual service representative
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  5CA

  Nov 2005 - Mar 2015

  • Lead a team of six supervisors for a 24/7 operation that caters support to Asia, America, Europe and Oceania• Review payroll input using RHpro• Analyze projections and workload to define the workforce needed, defining new job openings when needed, being an active part on the recruitment process • Analyze coverage and propose strategies to raise productivity• Employee development:o Define new employees trainingso Performance evaluations to detect and promote employeeso Personalized coaching for supervisors on their role• Responsible to meet SLAs with each client maintaining high quality standards• Assist Quality Leads and Project Managers on the implementation / development of new projects. • Develop motivational and employee’s retention plansAchievements: • Restructured supervisor’s procedures and work flow to maximize efficiency and reduce response times. • Developed training manual for Team Coordinator and Supervisors• Designed a process to plan, inform and keep track of Trainings and up trainings• Trained Supervisors on the use of different CRM tools• Member of the implementation team of the new telephony platform - Interactive Intelligence• Main responsible for the entire configuration of the Time management module for RHpro (Integrated solution for payroll, Human resources and time management)o Designed training plan for internal use of the moduleo Trained 15 internal users of GTi module• Created the Soft skill training used since 2007, in 2013 I lead a new team to review and redesign the Soft Skills training• Designed an English assessment test for recruiting purposes• Created an activities’ calendar template to guide client’s visits to the Buenos Aires office. The agenda contemplated work related as well as recreational activities; it has been used as a guide since 2011• Designed assessment test for internal promotions (Supervisors, Team Leads, Workforce management and Product Specialist) Show less 5CA, Multilingual Technical Support and Customer care Center (February 2011 – May 2011) • Evaluate daily results to ensure SLAs are met. Set corrective strategies if needed. • Maintain communication with clients, anticipating and addressing their needs along with new areas to better the service.• Request and review any status reports considered necessary to manage the accounts, prepare status reports for clients and management. • Coordinate Team Leads and Product Specialists, to keep agents well informed on procedures and their own quality results. Obtain and analyze input from agents, to detect possible areas of improvement. • Handle complaints of clients and customers / account managementAchievements:• With a portfolio of 7 clients, in charge of 1 Team Lead and 9 Product Specialists, as a started, established a standard weekly report. • During a client visit we achieved 2 objectives: review and detect cause reasons for RMAs and main reasons for contacts regarding product usage, as well as up training and meetings client – agents. • Soon after the clients visit I was promoted to SDM. Show less 5CA, Multilingual Technical Support and Customer care Center (January 2006 – January 2011) • Manage daily workload, (calls and emails) to achieve client SLAs. • Control absenteeism and inform SDM in the case of any irregularity. • Inform training or quality department needs for trainings. • Ensure compliance with working methodology, IT policies and such. Achievements:• Wrote the Communicational skills training for new employees, organized training material for the induction training for all new employees. • In 2006 modeled a recognition bonus for agents. • Wrote manuals for supervisors. Show less

  • Service Delivery Manager

    Jun 2011 - Mar 2015

  • Quality Lead

    Feb 2011 - May 2011

  • Supervisor

    Jan 2006 - Jan 2011

  • Support Representative

    Nov 2005 - Jan 2006
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  Datacom

  Jun 2015 - Sept 2019

  Project Delivery for Networking, Infrastructure and Software projects. • Ensure a consistent delivery experience for all assigned engagements• Own the end to end lifecycle management of the project, including the facilitation of requirements definition, scoping, planning, delivering and closing the project.• Collaborate on the creation of Statements of work, that cover the commercial agreements of each assigned project • Manage project finances Achievements: Lead successful training programs for internal IT system rollouts (Skype for Business, NetSuite, OpenAir and Interactive Intelligence). Show less SDM for CCaaS (Customer Center as a Service) using Interactive Intelligence.• Development, training, presentations and workshops for new clients and prospects promoting Interactive Intelligence• Manage new client implementations on CCaaS• Provided live support to UAT• When needed liaison with 3rd party providers to deliver client project outcomes• Develop, prepare and deliver required internal and external reporting• Build and maintain exceptional local and international client relationships• Assist existing clients to better understand and utilize their system to enhance productivity, achieve SLAs and improve their customer experience.• Developed SOP and trained users for underutilized features of phone configuration system, leading to increased sales of this product• Development of various internal policies and procedures Show less

  • Project Manager

    Oct 2017 - Sept 2019

  • Project Coordinator

    Aug 2016 - Sept 2017

  • Service Delivery Manager

    Jun 2015 - Jul 2016
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  NZ Super Fund

  Sept 2019 - Mar 2022

  Project Manager
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  Datacom

  Mar 2022 - Apr 2023

  Senior Project Manager
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  Alliance Group Limited

  Apr 2023 - now

  Senior Project Manager