Viviana Martinez

* Managed daily operations for Unlimited Vacation Club and Hyatt Inclusive Collection Customer Support Line. * Lead and managed a team of 80+ hotel and travel industry associates. * Provided leadership and strategic directions to customer service team ensuring achievement of customer travel and vacation needs. * Analyzed data to enhance efficiency and productivity. * Resolved escalated customer issues to maintain satisfaction. *Established performance targets and monitored KPI's for call center associates. * Fostered a positive workplace culture through team support and development. * Adhere to company policies and procedures, supported senior management in implementing new business processes and objectives.

- Collaborated across department to resolve complex customer issues, enhancing client satisfaction.

• Implemented call center strategies, increasing productivity and service quality.

• Conducted performance reviews, identifying strengths to foster team growth.

• Monitores call metrics, ensuring compliance with policies and improving processes.

• Coached team members on call strategy, driving goal achievement and customer retention.

- Call Center representative for Blue Cross Blue Shiel of California and Cricket Wireless.

* Managed high call volumes while delivering exceptional customer support. * Resolved complex issues on escalated calls, ensuring client satisfaction. * Navigated multiple software systems to improve efficiency and reduce hold times. * Addresses inquiries promptly to enhance overall customer satisfaction. * Collaborated with team members to share best practices and improve service quality.

* Managed sensitive information, ensuring confidentiality of company documents and personal records. * Delivered exceptional customer service, addressing client inquiries via phone and email. * Reconciled accounts payable / receivable, maintaining accurate financial records and balance budgets. * Oversaw office inventory, handling orders, requisitions, and stock shipments. * Coordinated office events enhancing team collaboration and morale.