FFRANCISCORANCISCO M MARTINEZARTINEZ 9640 HARRIS CIRCLE THORNTON, CO 80229 (303) 828-6692 fleemartinez@gmail.com

QQUALIFICATIONSUALIFICATIONS P PROFILEROFILEExperienced in the supportive fields of Quality Assurance and Legal Compliance awareness. Provides a superior level of service to our internal and external customers by exceeding expectations. Ability to produce analytical results through written and verbal support and communication. Excels in a fast paced environment. Exhibiting superb personal integrity. Known for driving process improvement.

KKEYEY E EXPERTISEXPERTISE

Interpersonal Communication

QA Program Updates Attention to Detail Analytical

Excellent communication skills

Customer service Process Improvement Staff Development

&Training

Superb Personal Integrity Supervise and Manage Records & Document

Management

TTECHNICALECHNICAL S SKILLSKILLS

MS office (Word, Excel, & Outlook

Monet Adherence software

LivePerson Chat software

Calabrio QA software

PPROFESSIONALROFESSIONAL E EXPERIENCEXPERIENCE

ZENITH EDUCATION GROUP 400 E 84THAVE THORNTON CO 80229 2014 – 2015 Largest nonprofit career college system in America, with over 50 campuses serving over 50,000 students

Quality Assurance Analyst

Promoted from peer to mentor resource for on-the-floor questions and coaching1st to test side by side coaching with agents in a calibrating style Lead team and supervisor call calibrationsLead new hire QA orientation classesMonitor and score calls for several for-profit and non-profit schools using LiveVox Calabrio and LivePersonParticipate in QA Model updates and roll outMethods of coaching include; remote scoring as well as leadership calibrations on site and two additional sitesProvide detailed feedback and analysis on trending and areas of strength/opportunityFacilitate training classes for new hiresPioneered recognition program with introducing kudos to the floor focused on feedback and process improvementsTake an active role in special assignments in assisting in business needsManage and tailor 3 important daily reports

Information Specialist

Conducted outbound calls to perspective students interested in pursuing higher educationProvide information pertaining to benefits of attending accelerated programsTransferred perspective students to admissions as well as scheduled appointments to the campusAcknowledgements of role: Inducted into Pilot / Peer Training Program, Employee of the Month August, and September of 2014

DISH NETWORK 675 E 124TH AVE 80241 Dec 2011 – Apr 2014Direct-broadcast satellite service provider for commercial and residential customers in the

United States

Loyalty Agent/ Customer Service Agent/ Team Lead

Evaluated calls and gave feedback to team members on call performance Retention department saved accounts from disconnecting Disclosed rules, regulations and procedures regarding customer contracts Assisted customers with billing questions, technical support and troubleshooting on dish equipment Set up orders on purchased/leased equipment, activate/deactivate equipment Sold Dish products and programming enhancements Scheduled technician visits at customer’s premise Routed calls to Advance Technical and Account Specialists when necessary

HOME DEPOT 2440Buckley Rd 80601 Oct 2007 –July 2011

Top American retailor of home improvement and construction products and services.

Front End Supervisor

Internal Promotion from Head Cashier to Paint SupervisorSupervised 30+ management and non-management employees which consisted of 6 Head Cashiers, 22 Cashiers and 3 Lot Attendants. Was accountable for performance management, coaching and development of direct reports and for meeting and exceeding company Key Performance IndicatorsConducted training for all aspects of the front end and interviews for potential new employees

Developed weekly schedules and maintained daily break and lunch scheduled for employeesOrdered merchandise and stocked store advertisement items in the end capsManaged checkout lines and ensured complete coverage at all times. Assisted on lines whenever necessaryDeveloped and analyzed sales and inventory reports Recruited customers for new credit applications and extended protection plans

SAFEWAY 1300 Dexter St 80601 Jan 2003 – Apr 2007The second largest super market chain in North America

Front End Manager

Promoted 3 times while tenured with the company including from Night Crew Manager to Front End ManagerSupervised 15-20 employee’s daily Made customer service an utmost priorityPracticed excellent team workEnsured various departments within the store operated efficientlyExperienced in running computerized store reportsPrepared and processed grocery ordersPrepared money depositsResponsibilities included sending Western Union money grams, money orders, Lotto and other management tasksMaintained a well-stocked storePerfected ordering according to shrink and salesDeveloped employee work schedules

EEDUCATIONDUCATION

Iver C. Ranum High School 2401 W 80 th Ave 80221 1989 - 1993

High School Diploma: Graduate

Regis University 3333 Regis Blvd 80221 2015 - Present

Undergraduate

References Available Upon request