Ana Martinez

About Ana Martinez

Director Global Customer Experience & Service Delivery Proven leader in large-scale telecom operations, with deep expertise in omnichannel customer engagement, including AI-powered chatbots, contact center management, and value-added service delivery. Known for driving Operational Performance, Customer Satisfaction, and Client Retention through innovative, empathetic service strategies. A catalyst for change, I’ve transformed legacy support models into agile, tech-enabled ecosystems aligned with evolving customer needs. Skilled in process optimization, cross-functional collaboration, and embedding customer-centric values across teams—while consistently meeting cost targets and delivering scalable, high-impact solutions that build trust and loyalty Other strengths encompass: Operations/Process Improvement Customer Journey/Customer Experience Call Center Operations Logistics/Supply Chain/Reverse Logistics Data Analytics and KPIs Strategic Business Planning Staff Training & Development/Recruitment AI Chatbot Vendor/Partner Relations Client Satisfaction Enhancement Loyalty Management/Client Retention Service Level Agreements/SLAs Revenue & Margin Improvement/P&L Talent Management/Team Building Cost Reduction Strategies

Experience

1. Director Service Operations

   Lenovo

   Jun 2022 — Present · FL, US

   Promoted to take on additional accountability for all Value-Added Services growth, bookings and gross profit in my territory. Hold full P&L responsibility for warranty budget and direct a staff of 20+Lead a high-performing team with dedication, driving the successful achievement of key financial KPIs, E/R less than 1.2%Inspire cross-functional collaboration to surpass business KPIs through cohesive teamwork and shared accountability, focus on customer journey and address the performance gap to achieve over 95% OSAT Top 3 Box.Negotiate SLAs with carriers and retail partnerships in the region, which includes the implementation of FPR (first point resolution) to fix customer issue at the store, generating substantial savings.Champion vendor engagement initiatives to explore AI integration and identify process optimization opportunities. Launched the training certification program for all technicians, reducing repeat repair ratio.Oversee call center operations, deliver innovative, empathetic, and seamless support through an omnichannel strategy—including voice, AI-powered chatbots, live agents, email, and social media. Orchestrated the successful launch of the “Chatbot” LLM, achieving an OSAT score exceeding 85%Manage social media support operations using Sprinklr, ensuring 90% of first messages are answered within 30 minutes during business hours and sustaining high OSAT levels with minimal escalationsWork with cross functional teams in developing and managing programs to support Value Added Services strategies for extended and repair services agreements, including insurance programs. Managed Services had a 20% YoY growth.Expertise in B2C and B2B service operations, with a proven track record of implementing Premier Support Services to enhance customer experience and drive service excellenceSustainability: Negotiated and secured contracts with Lenovo-approved vendors to ensure compliant on e-waste disposal across the region

Education

• University of Miami

  🎓 Master of Science Degree in Industrial Engineering Management Concentration

• Lawrence Technological University

  🎓 Bachelor of Science Degree in Mechanical Engineering with a Concentration in Manufacturing

Skills

• Process Improvement
• Logistics
• Supply Chain
• Forecasting
• Inventory Reconciliation