Gina Marte
Summary
Creative Member Experience Leader with 6 years of experience enhancing the user journey, identifying opportunities, leading teams, improving performance, and empowering culture and morale. Exceptional communication skills and ability to collaborate cross functionally with executives from all departments. Reliable and dependable human seeking opportunity to expand skills and contribute to company success.
Overview
6
6
years of professional experience
Work History
Team Lead, Member Experience
Honey, a PayPal company
06.2020 - 02.2023
- Managed day-to-day operations for the Honey Member Experience team in the United States and Philippines
- Launched initiative with Product, Engineering, and Design to enhance tooling that resulted in a 50% improvement in team productivity and performance
- Established quarterly OKRs and KPIs to track performance
- Collected user feedback to identify opportunities and communicate the business impact of proposed resolutions in KPI, MBR, and QBR meetings
- Communicated and collaborated with Risk to establish risk mitigation strategies which reduced fraudulent activity by 40%
- Coached four Sr. Member Experience Specialists that focused primarily on escalations and special projects that led them to receive awards within the PayPal organization
- Increased and fostered growth environment through continuous performance management by structured coaching and mentoring
Training Associate
Honey
07.2019 - 05.2020
- Facilitated onboarding and training for the Honey Member Experience team in the United States and the Philippines
- Implemented a QA system that showcased YoY growth by 25 % through the implementation of our training methods
- Created all SOPs for the Honey Member Experience team within Confluence and increased engagement by 50%
Sr. Member Experience Specialist
Honey
05.2017 - 07.2019
- Handled over 10,000+ exceptional responses for over 5 million users via email, live chat, and social media
- Monitored user and merchant escalations
- Supervised social and review engagement on various platforms.
- Started the foundation of the Member Experience department
Education
BA - English Boston
University of Massachusetts
Boston, MASkills
- People Management
- Operations Management
- Project Management
- Performance Monitoring
- Trend Tracking
- Microsoft Suite
- Google Suite
- Helpscout
- Zendesk
- JIRA
- Looker
- Metabase
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Team Lead, Member Experience
Honey, a PayPal company
06.2020 - 02.2023
Training Associate
Honey
07.2019 - 05.2020
Sr. Member Experience Specialist
Honey
05.2017 - 07.2019
BA - English Boston
University of Massachusetts
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