Martina Saenz

Experience

• 

  American Express

  Feb 2013 - Nov 2018

  • Responsible for the managment of the commercial portfolio• Handle a high volume of customers through email and. Attention to requestsand administrative inquiries of accounts, billing problems, setups within agreed SLA’s• Maintenance and setups of accounts in the Salesforce platform. Payment processing, manual processes, bank changes, legal names, financial adjustments• Direct contact with customer managers and merchants (EMEA Market)• Creation of invoices and payment monitoring. Identify the cause of the route • Development of automation tools and daily reports.• Training of new team members for particular processes.• Always achieving the objectives of the company respecting the metrics that supported the operation: ATS, UPH, Occupancy, Availability and RTF (VoCM) Show less • Card member dispute resolution (external calls and emails). Initiation of an investigation on charges unknown to the partner (Italian market). Contact establishments around the world requesting documentation and notifying the partner of the resolution in an accurate, timely and professional manner in accordance with policies and procedures and complying with productivity and quality standards• Monitoring and control of the financial adjustments applied to the members' account• Reporting to document area issues / financial adjustments Show less

  • Senior Executive Analyst (EMEA Market)

    Jul 2015 - Nov 2018

  • Customer Care Executive - Disputes Analyst (Italian Market)

    Feb 2013 - Jul 2015
• 

  Caixabank Electronic Money, EDE, S.L.

  Apr 2021 - Oct 2023

  Product Manager

  Develop new innovative business opportunities.Manage relationships with MoneyToPay customers, with CaixaBank areas and with third parties for the development of new product solutions.- Monitoring of existing products to establish improvements in the same sales forecasts and margin control.- Follow and analyze market trends to position products- Active search for new business opportunities through new channels and existing channels (benchmark preparation, etc.). - Develop new products including pricing,design, advertising, product launching- Worked with different teams (design, acquisition, product, sales,legal) to implement sales strategies. - Evaluate projects using relevant KPIs and feedback from existing and prospective customers.- UX UI Product Manager : Worked together with the UX UI department for the development of a new financial app (MoneyToPay app launched in Nov 2022). Also, implementation of improvements and new features in the bank's digital products: CaixaBankNOW and Imagin Bank Show less

• 

  YMCA Victoria

  Jan 2024 - now

  Business and Product Development

  - Restructure and redesign existing programs/products based on market feedback , ensuring alignment with business objectives and customers needs. Support BD Director in developing and adapting strategies focused on financial gain and customer satisfaction. Preparation of reporting with quality and frequency.- Worked closely with the marketing team to develop promotional campaigns, sponsorships, and activations. - Successfully planned and coordinated the Moomba event in collaboration with the City of Melbourne, enhancing community engagement and brand visibility. Show less