Martina
Operations Manager
Rate: $20/H
Top Skills:
Operations Management
Project Coordination
Leadership
About
Martina is a Customer Service Operations Manager at Accenture, pursuing a Linguistics degree at the University of Buenos Aires. With expertise in Identity Access Management and advanced English skills, she excels in leadership, communication, and data-driven decision-making. Martina's strengths in project coordination and problem-solving have been instrumental in serving major clients and optimizing customer service operations.
Experience
Customer Service Operations Manager
@
Accenture
Established and maintained robust statistical analysis frameworks to track and interpret key performance indicators (KPIs) such as customer satisfaction scores, resolution times, and service level agreements (SLAs), enabling data-driven decision-making and continuous improvement initiatives.
Served as a strategic liaison between client executives and senior leadership, driving effective communication and collaboration to meet and exceed client expectations.
Spearheaded the resolution of complex customer issues, achieving and maintaining industry-leading levels of client satisfaction and loyalty.
Developed and implemented comprehensive documentation and processes to enhance operational efficiency and team productivity. Managed and coordinated calendars for client meetings,internal team meetings, and executive presentations, ensuring seamless scheduling and preparation.
Crafted and delivered professional presentations for both clients and internal stakeholders, effectively communicating key insights and strategic initiatives.
Supervised and overseed the implementation of solutions in production and pre-production environments.
Collaborated with other Accenture teams and clients to identify and understand application integration needs.
Identified opportunities for improvement in processes and methodologies used ni application integration with Azure AD.
Identity Access Management Operations Senior Specialist
@
Accenture
Maintained system access in accordance with high security IS027001/2 standards and company policies.
Supported al access management control activities across all systems.
Granted access to systems following least privilege principles.
Evaluated existing access to ensure access levels remain commensurate with job responsibilities (User Access Revision process).
Managed Google Cloud Workspace IAM Administration.
Managed Azure Cloud IAM Administration.
Lead an operations team servicing major customers.
Coordinate the attention and resolution of problems/requirements.
Carry out the implementation of operational and technical improvements.
@
Education
University of Buenos Aires
Bachelor's Degree in Linguistics
Skills
- Operations Management
- Project Coordination
- Leadership
- Data Analysis
- KPI Tracking
- Identity Access Management
- Jira
- HubSpot
- Microsoft Office