Summary
Overview
Work History
Education
Skills
Languages
work references
summary of qualifications
hobbies and interests
Timeline
Generic

Melvin Martinez

Santo Domingo,Dominican Republic

Summary

Experienced Program Manager skilled in managing functional operations and projects related to supplies and logistics. Advanced understanding of organizational strategies, financial management, procurement and contracting. Expertise in logistical analysis, inventory and supply chain performance, development and standardization. Thorough understanding of inventory management, procurement and acquisition regulations.

Overview

16
16
years of professional experience

Work History

Retention Specialist

Archive Test Prep
01.2018 - 03.2021
  • Increased customer retention rates by developing and implementing effective loyalty strategies.
  • Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
  • Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.

Supervisor

Km 2 Solutions
01.2015 - 09.2018
  • Lead agents, foster their professional development and growth, and promote teamwork and cooperation
  • Provide day-to-day supervision directly assigned team of agents
  • Ensure That agents have a clear understanding of performance expectations, that they are properly trained, meet the clients metrics, do calibration session with them and make sure that they have all the tools they need to perform at high levels of productivity.

Operation Manager

Convergys
03.2011 - 11.2014
  • Lead team members, foster their professional development and growth, and promote teamwork and cooperation
  • Provide day-to-day supervision and management of directly assigned team of agents
  • Ensure That agents have a clear understanding of performance expectations, that they are properly trained and they have the tools they need to perform at high levels of productivity
  • Conduct call-coaching training sessions each week as well as direct Sr
  • Agents performance of call coaching sessions, Provide feedback to Agents on other daily performance and behavioral activities in a timely manner, Communicate expectations to new employees and provide timely business updates and changes
  • Schedule and coordinate team activities
  • Proactively manage Attendance Standards compliance and Leaves of Absence, manage team metrics and retention goals
  • Participate in discussions about reasons for attrition and root cause
  • Team with Site Leadership to develop actions to reduce attrition where possible
  • Provide feedback to team members on both call coaching and other daily performance.

Operations Supervisor

Stream Global Services Inc.
05.2008 - 02.2011
  • Improved operational efficiency by streamlining processes and implementing time-saving strategies.
  • Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
  • Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.

Senior Team Manager

Convergys
12.2006 - 05.2008
  • Ensure all operational metrics were being meet according to our Client's standards
  • In charge of TWC account from an operations standpoint during a period of 3 years and 6 months
  • Responsible for 9 team managers and 180 Support Professionals
  • Accountable for Customer Value Metrics performance
  • Ensure business financials were healthy in comparison to our business goals, in efforts to sustain a profitable performance for our company
  • Work with Service Delivery managers to resolve issues in a professional and timely manner
  • Implement all disciplinary actions, up to including termination, in accordance with company policy and ensure consistency
  • Document issues, actions taken and plan for follow up for agents HR file
  • Administer payroll in accordance with company policy and procedures
  • Provide technical escalation support to agents by providing guidance in problem solving customer issues
  • Use all available resources to resolve these issues as efficiently as possible
  • Attend required manager development training, Stay current on internal work processes, policies and procedures
  • Responsible for understanding and complying with all company and team policies and procedures.

Senior Representative

Stream Global Services Inc.
08.2005 - 12.2006
  • Increased customer satisfaction by promptly addressing concerns and providing effective solutions.
  • Strengthened client relationships through excellent communication skills and consistent followup.
  • Improved team efficiency by streamlining processes and implementing time-saving strategies.
  • Collaborated with cross-functional teams to achieve shared objectives and project milestones.

Customer Service Representative

Stream Global Services Inc.
01.2005 - 07.2005
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

English Teacher

The English Center
12.2004 - 01.2005
  • Teach English lessons to beginners, intermediate and advanced students
  • Plan lessons.

English Teacher

Chapman Institute
12.2004 - 01.2005
  • Teach English lessons to beginners, intermediate and advanced students
  • Plan lessons.

Education

Computer Technician -

The English Center

Advanced Excel Course -

Centu Technical School

No Degree -

Stream University
Online

GED -

Youth Build
Boston
08.1999

Skills

  • Cross-Functional Communication
  • Performance Evaluation
  • Data Review
  • Documentation Skills
  • Trend Tracking
  • Decision Making
  • Stress Management
  • Empathy and Understanding
  • Financial Reporting
  • Budget Management

Languages

English
Native or Bilingual
Spanish
Full Professional

work references

  • Lic, Anthony Celerin, (829) 697-8897
  • Mayra Sterling, (829) 845-4552
  • Richard Zainool, (809) 717-4159

summary of qualifications

Dynamic, knowledgeable leader with over 20 years experience spearheading business development in diverse corporate environments. Personable, client-centered professional adept at launching and managing profitable, multi-million dollar enterprises. Long, successful track record supercharging corporate operations and key initiatives. Encourage peak performance from both staff and team members. Outstanding communicator and negotiator. Exceedingly well-versed in gaming industry set up, regulation and procedures. Extensive experience in public relations, and fostering community trust and patronage of businesses. Known for can-do attitude and devotion to excellence. Trusted to delivering strong, sustainable revenue growth in diverse industries and business climate.

hobbies and interests

Reading, Playing Sports (Basketball, Football), Watching Movies

Timeline

Retention Specialist

Archive Test Prep
01.2018 - 03.2021

Supervisor

Km 2 Solutions
01.2015 - 09.2018

Operation Manager

Convergys
03.2011 - 11.2014

Operations Supervisor

Stream Global Services Inc.
05.2008 - 02.2011

Senior Team Manager

Convergys
12.2006 - 05.2008

Senior Representative

Stream Global Services Inc.
08.2005 - 12.2006

Customer Service Representative

Stream Global Services Inc.
01.2005 - 07.2005

English Teacher

The English Center
12.2004 - 01.2005

English Teacher

Chapman Institute
12.2004 - 01.2005

Computer Technician -

The English Center

Advanced Excel Course -

Centu Technical School

No Degree -

Stream University

GED -

Youth Build

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