Desiree Martin

About Desiree Martin

Innovative and customer-focused global Leader of Customer Success and Business Operations adept in delivering exceptional call center support, educational training programs, and end-to-end global system implementations. Proven history of optimizing service delivery, enhancing performance, and streamlining processes to drive customer retention and recurring revenue growth across multiple business units. Known for combining technical expertise with strong interpersonal skills to create a seamless customer journey.Professional Skills: Leadership, Business Operations, Call Centers, Training Design & Delivery, Project Management, Research & Analysis, Strategic Initiatives, Continuous Improvement, Service Delivery, System Implementations, Training & Coaching, Technical Support, Budgets & Timelines, Customer Experience, Knowledge Management, Customer Relationship Management (CRM)Technical Skills: Adobe Acrobat, Adobe Connect, Adobe Sign, DocuSign, eSign, AHA, Atlassian Jira, Azure DevOps, BOX, Cisco (Agent Desktop, Contact Center Support, Supervisor), Cisco WebEx and Conferencing, CloudShare Virtual Lab, Confluence, InteSolv Hatsize LMS, Knowledge Centered Support, Microsoft/Office 365, Microsoft Teams, NetSuite (CRM, Orders, Products, eCommerce), PeopleFluent NetDimensions (LMS), RingCentral (Admin, Call Center, ACD, Max Agent), RedShelf Digital, Salesforce (Admin, CRM, CPQ), Salesforce (Service Cloud/Communities/Knowledge), SAP Concur Solutions, Service Now, Sharefile, SharePoint, TeamViewer, Team Foundation Server, Workday, WordPress, ZuoraAwards and Certifications:• HDI Customer Support Director Certification (2023)• Altus Group President’s Peer Nominee (2021 and 2022)• Cornell University, Commercial Real Estate Program (2021)• CCW Customer Contact Week – Best in Class Contact Centre of the Year (2020)• Gold Stevie Award for Customer Service Training Team of the Year (2019)• Altus Group/ARGUS Software Employee of the Year (2011, 2015 and 2020)• HDI Knowledge Centered Support Certified (2015)• ARGUS Valuation-DCF, Capitalisation, Developer, Enterprise, Estate Master, Taliance Certified• ADP Quest for Quality Winner 5 Times (20••••06)• ADP Employee of the Month 11 Times (19••••07)

Experience

1. Support Manager

   Quorum Software

   Jun 2024 — Present · Houston, TX, US

   Driving operational excellence, customer satisfaction, and team development by optimizing case management, knowledge sharing, and process improvements. Focused on building trust, efficiency, and a high-performing support culture.Key Achievements (First 6 Months):Operational Excellence & Case Management• Reduced case backlog by 41.02%, achieving the lowest case aging levels in years.• Executed an aging case cleanup initiative, reducing legacy cases by 94.85%.• Prioritized legacy case resolution while ensuring continued focus on 2025 case management.Customer Success & Client Stability• Maintained a 94% CSAT score, improving response times and proactive issue resolution.• Increased survey response rates, driving higher engagement and actionable feedback.• Moved multiple high-priority clients from Red to Green, stabilizing key accounts with increased overall client health. Reduced \"Get to Green\" overall health score from 280 to 60, significantly improving client stability.Knowledge Base & Process Optimization• Exceeded QPTM article creation goal (112%), strengthening self-service and case deflection.• Implemented a Knowledge Base Style Guide, standardizing content and improving efficiency.• Launched \'KB Review\' review cycles, identifying high-impact topics for new articles.Leadership & Team Development• Established 2025 goals and development plans, supporting career growth and team engagement.• Co-led Bogotá office visit, strengthening collaboration and workload balance.• Positively impacted CultureAmp Q4 Engagement Survey scores, driving improvements in team satisfaction and leadership effectiveness.Committed to optimizing support operations, enhancing customer experience, and fostering a culture of continuous improvement and accountability.