Perla Nayeli Martínez

Consumer Services Operations Support Analyst

GM Financial

03.2019 - Current

Analyze and troubleshoot accounts with intricate issues by providing innovative solutions while ensuring business policies and procedures are continuing to be followed
Co-operate with the software development teams in Service Now by identifying inefficiencies and implementing process improvements.
Coordinate with software development teams and perform UAT testing on projects by strategizing, organizing, and executing test scenarios while ensuring GMF core business functions
Contribute for alternative solutions that are analyzed and evaluated while remaining cost-effective for the business
Ability to maintain multiple projects while still meeting deliverable deadlines and achieve objectives with minimal supervision
Collaborate with servicing departments to provide training and implement new processes for more significant support in business processes or projects enhancements
Research and evaluate reports by completing specific tasks needed for account satisfaction and inform the management team of any complex issues
Develop training decks and facilitate training sessions for business partners
Manage and lead meetings to discuss current best practices and improve procedures effectively
Organize and delegate reports to peers for account corrections needed to continue supporting business objectives
Mentor and train incoming hires by providing direct information and resources needed to accomplish their daily tasks
Communicate with managers of all levels and business partners on business systems and project statuses
Assist Quality Assurance Team and business partners during the testing phases of projects as needed.
Collaborated with cross-functional teams for the successful completion of complex projects.
Created and maintained well-organized electronic and hard copy files to support business processes.
Coordinated with vendors and internal departments to understand, monitor and communicate changes to workflows.