Amy Martinez

Experience

• 

  Hp

  Mar 2015 - now

  Coordinate and supervise projects related to the delivery of IT services. This involves planning, allocating resources, setting schedules, and ensuring that projects are completed within budget and on time.Oversee the resolution of incidents and problems that arise during service delivery.Supervise and manage the team of IT professionals involved in service delivery. This includes task allocation, training and development of staff, as well as conflict resolution and team motivation.Monitor and continually evaluate the quality of delivered services, using metrics and KPIs (Key Performance Indicators) to measure performance and customer satisfaction.Ensure that the agreed terms and conditions in contracts and SLAs (Service Level Agreements) with clients are met. This involves tracking compliance with established service levels and taking corrective actions in case of deviations.Perform business analysis, identifies root cause, and develop recommendations/ solutions to drive business improvements.Act as a point of contact for operational and tactical issues of medium to high complexity, representing delivery of all services (all functions) to the customer and manage performance metrics, reporting, escalation and communication. Show less

  • Service Delivery Manager

    Jan 2024 - now

  • Senior Collections Specialist

    Apr 2021 - Feb 2025

  • Senior Credit Collections Analyst

    Aug 2019 - Feb 2025

  • Fraud analist

    Mar 2015 - Aug 2019