Summary
Overview
Work History
Education
Skills
Timeline
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Sandra Martinez

Houston,TX

Summary

Dynamic Operations Command Center Supervisor at Sunnova with expertise in project management and process improvement. Proven track record in enhancing operational efficiency and reducing service costs. Bilingual in English and Spanish, skilled in customer service and logistics, driving team performance to exceed service level agreements. Recognized for outstanding leadership and strategic problem-solving abilities.

Overview

31
31
years of professional experience

Work History

Operations Command Center Supervisor

Sunnova
06.2023 - Current
  • Supervised Maintenance and Service group managing residential solar systems across 30+ states.
  • Oversaw back-office service enablement team, facilitating selection, onboarding, training, and performance management.
  • Led team of service specialists and dispatchers to ensure timely processing of service requests.
  • Collaborated with departments and service providers to minimize servicing time and costs.
  • Implemented workflow improvement processes to enhance operational efficiency.
  • Reviewed service reports for accuracy and conducted quality assurance checks.
  • Reported outstanding service actions, establishing clear resolution paths.
  • Researched and resolved dated service tickets to improve performance metrics.

Operations Command Center Specialist

Sunnova
01.2022 - 06.2023
  • Analyzed production information to confirm expected system performance.
  • Created and managed work orders to meet company service level agreements.
  • Assigned service teams and technicians based on business rules to enhance efficiency and minimize costs.
  • Updated accounting accruals for completed work orders to reflect accurate financial data.
  • Diagnosed solar systems requiring maintenance and identified appropriate remedies.
  • Investigated causes of non-performing or under-performing systems for prompt resolution.
  • Managed technician schedules to optimize occupancy while controlling overtime through effective work order assignment.
  • Processed field service reports and invoices according to established protocols.

Service Operations Dispatcher

Sunnova
09.2021 - 01.2022
  • Dispatch and route work orders in 12 territories.
  • Analyze and interpret service reports to prioritize dispatch for maximum efficiency.
  • Developed and maintained relationships with different departments and technicians for work order research and correct detail requirements for service appointments.
  • Coordinate technician’s work orders to correct skill set, job description and distance for completion.
  • Monitor and respond to all electronic communications in all assigned territories.
  • Schedule appointments directly with customers.

Project Manager/Assistant Dispatching Manager

Absolute Glassworks
09.2018 - 06.2021
  • Managed multiple projects by overseeing the estimating/bidding process, product purchasing, delivery and install scheduling plans.
  • Dispatched and routed contractors to ensure proper delivery of all projects related materials to meet deadlines.
  • Served as liaison with internal and external customers for project planning and forecasting.
  • Analyzed and interpreting architectural blueprints and specifications to generate legible and accurate shop drawings on AutoCAD for sales and document/estimating support.
  • Developed and maintained relationships with clients, vendors, and internal customers in all stages of the estimating, design, and executing process.
  • Negotiated prices with vendors by obtaining various bids for material to optimize job costs.
  • Generated and processed invoices and serving as point of contact for any questions or discrepancies.
  • Oversaw all aspects of the residential and commercial sales to endure all departmental goals were met.

Call Center Service Representative, FEMA

Kforce
08.2018 - 02.2019
  • Responded to telephone calls, emails, and personnel requests for assistance.
  • Documented, researched, troubleshooted, and tracked issues to maintain customer satisfaction.
  • Trained and assisted clients on systems navigation & websites and dispatch emergency personnel as needed.
  • Followed up if needed clients on documentation needed and accuracy.
  • Updated and established knowledgebase systems.

Assistant Bank Manager, Operations Manager

Bank of America
01.2010 - 05.2018
  • Incorporated banking center vision and goals into daily communications to motivate associates to get their buy-in and commitment ensuring banking center success in the past nine years. No failed audits and above minimum expectations acquired.
  • Top Performing Operations Award 2010, 2012, 2013, 2015, and 2016.
  • Managed inventory and schedules to optimize employee efficiency and ensure quarterly low turnover ratio.
  • Responsible for mock audits conducted weekly for banking centers in the Eastside District to ensure an operationally sound environment.
  • Created action plans to correct issues, setting clear expectations, and holding associates accountable for overall funding.
  • Communicated operations updates in weekly Power Point Live Web meetings.
  • Cash vault supervisor.
  • Outbound Call Prospecting, Outside Sales Representative, Customer Service.
  • Maintained knowledge about current enhancements made to Bank of America products and services to help coach and educated personal bankers or tellers to generate business opportunities.
  • Performed any banking center role as needed.

Senior Personal Banker, Loan Officer, Small Business Champion

Bank of America
01.1998 - 12.2009
  • Assisted clients in finding solutions to complex financial lending and business needs.
  • Trained new personal bankers within the consumer and small business arena to ensure positive contribution to the production of the banking center and customers.
  • Met customer's financial needs by opening the correct checking, savings, retirement accounts and credited needs based on customers deposits and account management activity.
  • Provided worldwide customer service and solutions to all customers.

Assistant Supervisor

Pep Boys
02.1994 - 01.1998
  • Managed accounts receivable for store that included current and future inventory.
  • Organized associates’ schedules according to the present need of the store and delegated responsibilities.
  • Balanced the store's safe box, daily earnings, and end of day transaction reports.
  • Handles all customers complaints/escalations and provided with the best solution following company’s policies and procedures.

Education

Supply Chain Management and Logistics Technology -

University of Houston
Houston, Texas
01.2010

Skills

  • Bilingual: English and Spanish
  • Project management
  • Customer service
  • Forecasting and logistics
  • Call center operations
  • Banking expertise
  • Receptionist duties
  • ERP systems proficiency
  • Retail sales and sales strategies
  • SAP software knowledge
  • Excel proficiency
  • Procurement processes
  • Construction estimating
  • Purchasing management
  • Outbound and inside sales
  • Negotiation skills
  • Process improvement initiatives
  • Supply chain management
  • Salesforce experience
  • Loan officer expertise
  • Business development strategies
  • Construction cost estimation

Timeline

Operations Command Center Supervisor

Sunnova
06.2023 - Current

Operations Command Center Specialist

Sunnova
01.2022 - 06.2023

Service Operations Dispatcher

Sunnova
09.2021 - 01.2022

Project Manager/Assistant Dispatching Manager

Absolute Glassworks
09.2018 - 06.2021

Call Center Service Representative, FEMA

Kforce
08.2018 - 02.2019

Assistant Bank Manager, Operations Manager

Bank of America
01.2010 - 05.2018

Senior Personal Banker, Loan Officer, Small Business Champion

Bank of America
01.1998 - 12.2009

Assistant Supervisor

Pep Boys
02.1994 - 01.1998

Supply Chain Management and Logistics Technology -

University of Houston

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