Marta Martinez
Newberg,OR
Summary
Focused Project Manager adept at planning, directing and maintaining continuous operations in various departments. Experienced in directing manufacturing employees and keeping efficient production in accordance with quality standards. Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance.
Overview
14
14
years of professional experience
Work History
Project Manager
Zillow Group
Seattle, WA
01.2020 - Current
- Delivered agent engagement strategies and initiatives to provide unique curated content and quarterly virtual summits
- Increased Facebook agent engagement by 5% and increased reach by 25%
- Prioritized needs of stakeholders and drove workstreams to test in-app launches with Meta community from initial ideation phase through final execution
- Created standard operating procedures which are used as basis for decision making on proposed agent implementation content or testing
- Managed content calendars using Asana, prioritized needs, analyze go-to-market publishing and raised potential risks to team and leadership with recommended solutions
- Accelerated progress by continually reviewing performance, budgets and project timelines
- Updated operational methods and oversaw accounting procedures for improved efficiency
Operations Manager, Partner Support
Zillow Group
Seattle, WA
01.2019 - 01.2020
- Led contact center management team to implement new technical support strategies, improved operations, and productivity goals
- Established and oversaw quality assurance performance targets for call center associates resulting in 90% customer satisfaction
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff
Agent Care Team Manager
Zillow Group
Seattle, WA
01.2018 - 01.2019
- Led employee relations through effective communication, coaching, training and development.
- Evaluated employee performance on bi-weekly basis and coached and trained sixty team members, increasing quality of work and employee motivation
- Developed and delivered new hire transition training and quality assurance programs, increasing new-hire retention by 30%
- Implemented Zendesk new processes to streamline workflow within team, averaging two hours of additional productivity per day
Product Marketing Specialist
Zillow Group
Seattle, Washington
01.2016 - 01.2018
- Used Salesforce to track phone numbers and email addresses to contact customers for follow-ups
- Trained and provided coaching to nine junior team members.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors
- Researched product's technical specifications and accurately communicated information.
- Developed technical and non-technical marketing presentations, public relations campaigns, articles and newsletters
Assistant Buyer
Zulily
Seattle, WA
01.2014 - 01.2016
- Negotiating buying terms with vendors (price, quantity, delivery, and payment terms)
- Delivered creative assets from brand to creative team (images, press kits, reel assets, samples for photo shoots)
- Analyzed sales data and conducted competitor research to efficiently order merchandise according to sales trends
- Processed, reviewed and tracked replenishment orders using tableau
- Curated and published four flash sales events monthly by implementing consolidations and markdowns to promote higher gross margins
Rack District Support Manager
Nordstrom
Seattle, WA
12.2012 - 01.2014
- Managed eight stores and teams of twenty employees and conducted store visits focused on customer service, teams store performance and adherence to shrink
- Collaborate with peers to develop company-wide talent pipeline
- Guide stores across WA to ensure that district sales and profit goals are achieved while meeting customer service CSAT goals 80% satisfaction
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings and loyalty.
HR Generalist
Norsdtrom
Seattle, WA
11.2011 - 12.2012
- Reviewed and screened applicant resumes to identify qualified candidates.
- Reviewed existing policies and procedures to make recommendations for enhancing work productivity, recruitment, hiring processes and talent management.
- Liaised between management and employees to deliver conflict resolution, alleviate problems and interpret compensation and benefits policies.
- Planned and managed recruitment activities for new hires using strategic personnel, staffing and position management practices.
- Led new hire orientation for all teams bi-monthly onboarding fifteen employees.
- Contributed to annual performance appraisals by working with supervisors to achieve consistency and compliance with established procedures
Customer Service Manager
Nordstrom Rack
Seattle, WA
07.2008 - 11.2011
- Led region in new customer Nordstrom card member activations 6,000 yearly.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Collaborated with upper management to improve customer service processes and support structures company-wide
Education
Associate of Arts - Fashion Marketing
The Art Institute of Seattle
Seattle, WA06.2005
Skills
- Workforce Training
- Systems Implementations
- Multi-Unit Operations Management
- Survey Analysis
- Impact Assessment
- Workflow Planning
- Managing Multiple Projects
- Project Development
Timeline
Project Manager
Zillow Group
01.2020 - Current
Operations Manager, Partner Support
Zillow Group
01.2019 - 01.2020
Agent Care Team Manager
Zillow Group
01.2018 - 01.2019
Product Marketing Specialist
Zillow Group
01.2016 - 01.2018
Assistant Buyer
Zulily
01.2014 - 01.2016
Rack District Support Manager
Nordstrom
12.2012 - 01.2014
HR Generalist
Norsdtrom
11.2011 - 12.2012
Customer Service Manager
Nordstrom Rack
07.2008 - 11.2011
Associate of Arts - Fashion Marketing
The Art Institute of Seattle
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