HAZZEL MARTINEZ
Surprise,AZ
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Operation Strategy Analyst
Discover Financial Services
10.2022 - Current
- Conduct Analysis and evaluation of business data to identify solutions for business problems
- Ensure Operation processes are integrated and effective across the organization
- Work with business partners to implement new and enhanced processes that improve the customer experience
- Manage 100+ customer communications
- Ensuring communication met regulatory requirements
- Process Management – Validation of Debt, Attorney Rep & Consolidator
- Project Management
- Control Reports
- Change Management
- Collaborated with cross-functional teams to develop innovative solutions, fostering a culture of creative problem solving.
- Facilitated knowledge sharing between departments through regular workshops and training sessions, promoting a collaborative and unified organizational culture.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
CSE Spanish Team Leader
Discover Financial Services
10.2021 - 10.2022
- Standardized our department huddle boards to ensure consistency and alignment
- Transitioned the department to a Teams page in efforts to increase collaboration and team engagement
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
CSE Service CORE Team Leader
Discover Financial Services
02.2019 - 10.2021
- Led the department strategy for AHT which ensured we were #1 in the enterprise month over month
- Created an onboarding process for Digital Messaging within my department that served as standard work for the rest if the enterprise
- Maintained a strong focus on continuous learning, encouraging knowledge sharing among team members for collective growth.
- Managed change effectively within the core team, ensuring smooth transition during organizational restructuring or project scope adjustments.
- Assessed risks proactively to mitigate potential issues before they could impact project timelines or success rates.
- Developed team members'' skills through personalized coaching, resulting in increased job satisfaction and overall performance.
- Evaluated employee performance regularly, providing constructive feedback and setting achievable milestones for personal development.
Team Coach
Discover Financial Services
12.2012 - 02.2019
- Coached, managed, trained agents in Spanish Level 1
- Participated in cross-functional team-building activities.
- Recognized outstanding achievements within the team by celebrating milestones and rewarding exceptional contributions from individuals regularly.
- Prepared reports by analyzing trends and data.
- Improved team performance by implementing effective coaching strategies and setting clear goals.
Phone Representative
Discover Financial Services
06.2012 - 11.2012
- Responsible for handling routine customer service inquiries and problems via telephone, digital or chat channels through effective communication and problems solving skills.
- Use of standard screens, scripts and procedures.
- Navigates a computerized system for responding and/or troubleshooting to customer questions.
- Excellent verbal communication and problem-solving skills, as well as being comfortable with multi-tasking, as needed.
- Experience in the digital channel, Balance transfers, general customer service & Spanish
- Provided feedback on call scripts, leading to more efficient communication methods with customers.
- Participated in training programs, applying new knowledge to enhance skills and job performance.
Education
Bachelor of Science - Elementary Special Education
Northern Arizona University
Flagstaff, AZ05.2016
Skills
- Customer Service Focus
- Attention to Detail
- Excellent Communication
- Fluent in Spanish
- Teamwork Oriented
- AGILE & SCRUM experience
- Multitasking
- Manage and escalate risk
- Training & Development
- Problem Solving
- Organizational management
- Operations management
Certification
Certified Scrum Product Owner 2022-11-15
Timeline
Senior Operation Strategy Analyst
Discover Financial Services
10.2022 - Current
CSE Spanish Team Leader
Discover Financial Services
10.2021 - 10.2022
CSE Service CORE Team Leader
Discover Financial Services
02.2019 - 10.2021
Team Coach
Discover Financial Services
12.2012 - 02.2019
Phone Representative
Discover Financial Services
06.2012 - 11.2012
Bachelor of Science - Elementary Special Education
Northern Arizona University
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