Stephanie Martinez

About Stephanie Martinez

Experienced Customer Service Manager with 20 years’ experience managing customer service…

Experience

1. Customer Success Supervisor

   Candela Medical

   Sep 2020 — Present · US

   Assist my team with inbound calls from Customers, Sales Reps, Territory Managers, and Internal employees. • Monitor the inbound emails from shared inboxes, Customer Care and Customer Success Cases, to ensure we are adhering to the current SLA. • Manage 5-10 Customer Success Specialists on daily tasks and performance to ensure we are meeting and/or exceeding KPI expectations. • Manage attendance, payroll, personal issues, or concerns. • Manage all interviewing, hiring, and training of new employees.• Manage customer escalated situations, resolving in a timely manner. • Develop and set goals. • Perform performance review check-ins quarterly and then yearly. • Improve policies and procedures.• Create customer satisfaction goals.• Manage ordering process of large 3rd party account for leadership.• Project team member for company from new product launches to shopping platforms integrated.

Education

• Clay High School

  Diploma

  1988 — 1991

Skills

• Customer Service
• Microsoft Excel
• Customer Experience
• Customer Satisfaction
• Training
• Management
• Team Building
• Sap
• Call Centers
• Leadership
• Microsoft Office
• Sales
• Coaching