Kathleen Martinez
San Tan Valley
Summary
Tenured Subject Matter Expert with ten years of experience in Manager leadership roles. Experienced in developing and implementing training programs and standard operating procedures, as well as advising and reporting to executives for continued progress in productivity. Widely-known expert in the leadership field providing exceptional insight into advanced problems leading to exceptional solutions.
Overview
9
9
years of professional experience
Work History
Subject Matter Expert, MXO Merchant Support
DoorDash
08.2019 - Current
- Offering strategic support and solutions to agents who are handling challenging escalated inbound calls.
- Collaborating cross-functionally with support partners and strategic stakeholders to review process improvements, address workflow concerns, and pilot upcoming changes.
- Contributing to various projects; evaluating voice-ordering calls, triaging cases, and running daily reports.
Technical Support Specialist
Ring
11.2018 - 06.2019
- Consulted with clients on all installed machine security applications and
devices to recommend further safety measurements. - Troubleshoot with customers to identify issues, walk through solutions, and initiate corrective actions to restore service and functionality.
- Documented customer complaints, inquiries, and bug tracking.
Lead Quality Assurance Analyst
Concentrix
06.2016 - 11.2018
- Devised strategic and operational planning to evaluate client outcomes with a quality management team.
- Implemented internal auditing practices to create standards for compliance reports for 20 teams.
- Partnering with training and collaborated with training classes, for standards expectations for up to 900 people.
Education
High School Diploma -
North High School
Phoenix, AZ05-2004
Skills
- Effective communication
- Operations management
- Account management
- Cross-functional coordination
- Internal auditing practices
- Strategic support
Timeline
Subject Matter Expert, MXO Merchant Support
DoorDash
08.2019 - Current
Technical Support Specialist
Ring
11.2018 - 06.2019
Lead Quality Assurance Analyst
Concentrix
06.2016 - 11.2018
High School Diploma -
North High School