Movies
Roberto Martínez
GNA US Team Leader
Naucalpan
Summary
Accomplished professional with extensive experience in team leadership, project management, and risk assessment. Expertise in sales, marketing, and communication, complemented by strong skills in customer service and training. Known for operational control and process optimization, consistently achieving team goals through effective management.
Overview
15
15
years of professional experience
2
2
Languages
Work History
GNA US Team Leader
American Express
Mexico City
02.2022 - Current
- Defined performance standards and tracked team progress toward goals while delivering constructive feedback as needed.
- Provided targeted coaching sessions to enhance skills of team members, leading to improved outcomes.
- Increased productivity by establishing efficient work processes and conducting regular performance reviews.
- Developed leadership potential in junior staff through mentoring initiatives for career advancement.
- Delegated tasks based on individual strengths, empowering team members effectively.
- Facilitated conflict resolution among team members, promoting a collaborative environment.
- Streamlined workflows to improve efficiency, cutting turnaround times for key assignments.
- Fostered a culture of continuous improvement by soliciting feedback and executing actionable modifications.
- Decreased bad demand by 40% by actioning feedback and engaging involved teams.
- KPI's achieved YOY since 2023
GOCM Business Analyst
American Express
Mexico City
11.2018 - 02.2022
- Directed management of 124 CCPs from various processes, optimizing productivity and resources.
- Designed and executed strategies for ongoing performance improvements company-wide.
- Sustained flexibility in work hours, covering night, weekend, and holiday shifts as required.
- Followed industry standards and policies for a streamlined work environment.
- Analyzed data from diverse sources to deliver insightful presentations.
- Improved customer satisfaction by resolving issues promptly through precise reporting systems.
- Emphasized reliability through exceptional attendance records and prompt work readiness.
- Developed spreadsheets in Excel for structured data analysis daily, weekly, and monthly reports.
Engagement Comunication and Design CFN in Motion T
American Express
Mexico City
01.2018 - 12.2018
- Founder and Creative for the CFN in Motion Team.
- Winner of GSN Awards with "The Shape of Leadership" video.
- In charge of organizing external visit tours and local Town Halls at Cinepolis Portal San Angel.
- Saved around 30% of activities budget by looking several provider options instead of choosing first available option.
- Engaged in professional networking to maintain strong relationships with agents, leaders, managers and directors, to drive partnerships and effective dissemination of mass communications.
- Prepared event communications for special events, took photographs during event, and promoted on web and periodical channels.
- Designed print collateral materials and coordinated branding across multiple communications channels.
- Devised content calendar and created social media content across multiple platforms.
- Improved team efficiency via training in sales, fun days, engagement activities, raffles and promotions.
Relationship Care Expert Team
American Express
Mexico City
05.2014 - 12.2018
- Induction, Training and guidance of internal clients in real time scenarios handling escalation calls.
- Development and training of prospect CCA's.
- Decision making and collaboration.
- Ability to influence others and lead to action.
- Reports and call reviewing.
- Error reduction of over 50% by providing and actioning key opportunities detected.
- Coaching and feedback.
- Established as a point of contact with several operational areas (Credit, Fraud, CBO, Special Handling).
Top Customer Care Professional
American Express
Mexico City
08.2011 - 05.2014
- Handled 15 calls per hour to address customer inquiries and concerns, SAC procedures and Cross Sales.Maintained excellent attendance record, consistently arriving to work on time.
- Top Performer Winner of the Golden Ticket for 3 years in a row.
- Delivered exceptional level of service to each premium customer by listening to concerns and answering questions.
- Phone service for Top Customers Platinum and Centurion.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Used coordination and planning skills to achieve results according to schedule.
Education
Marketing - Advertising
Universidad Del Valle De Mexico
Lomas Verdes09.2010
Skills
Project planning and management
Data analysis and interpretation
Analytical problem solving
Mentorship and coaching
Risk assessment and mitigation
Process optimization
Data interpretation
Vital Signs Monitoring
Interests
Videogames
Music
Social Media Management
Radio
Marketing
Design
Advertisement
Photography
Languages
Excellent,5,Very Good,4
Timeline
GNA US Team Leader
American Express
02.2022 - Current
GOCM Business Analyst
American Express
11.2018 - 02.2022
Engagement Comunication and Design CFN in Motion T
American Express
01.2018 - 12.2018
Relationship Care Expert Team
American Express
05.2014 - 12.2018
Top Customer Care Professional
American Express
08.2011 - 05.2014
Marketing - Advertising
Universidad Del Valle De Mexico