Maineville, OH 45039

513.706.1018
channamartin1@yahoo.com
www.linkedin.com/in/ChannaMartin

CHANNA E. MARTIN
CONTINUOUS PROCESS IMPROVEMENT SENIOR MANAGER
People ~ Culture ~ Process ~ Accountability ~ Technology ~ Customer Experience

PROFESSIONAL SUMMARY

Seasoned energetic, strategic and tactical Senior Leader with 20+ year extensive
inbound/outbound Call Center life cycle management and optimization experience.

Internal and external customer experience-driven professional with demonstrated results

in optimizing people, process and technology.

Innovative continuous improvement Project Manager who ensures service excellence

utilizing team engagement, data-driven needs identification, root cause analysis,
execution, accountability and celebration.

Proven cross-functional influencer, adept at inspiring and empowering others to work

smart and hard, as they plan, implement, manage and experience change.

Articulate self-motivator who thrives in high-expectation, high stress environments.

AREAS OF EXCELLENCE
Continuous Improvement Call Center Operations Project Management Team Development
Talent Development Performance Management Consulting Change Management
Negotiation Six Sigma Black Belt Certified Customer Experience Strategy/Tactic Leadership

PROFESSIONAL EXPERIENCE
Calero Software, LLC

Senior Manager, Service Desk Ohio

2012 2015

Led day-to-day operations for 24/7 multi-site 3-Tiered inbound/outbound Technical Support
Service Desk and Training organizations.
Owned all Service Desk operations responsibilities including, but not limited to,
continuous improvement and client implementation project management. As well as,
call center life cycle management optimizations to consistently deliver world class
customer experiences through service excellence.

Channa Martin
513.706.1018

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PROFESSIONAL EXPERIENCE
(Continued)

HGS

Attracted, developed and engaged talent by implementing candidate competency

assessment, new hire on-boarding process and continuing education models.
Led Lean continuous improvement projects that resulted in: 90 day attrition 2%, error
reduction - 42%+, productivity increase - 34%+, first contact resolution - 89%, customer
satisfaction score 93%
Leveraged voice of the customer, key performance indicators and Net Promoter score to
identify and lead continuous process improvements projects for internal and external
cross-functional customers resulting in 100+ operation enhancements.
Utilized process, systems and technology to provide innovative solutions to improve
internal and external customer experience by integrating cross-functional area needs and
dependencies.

Director, Quality, Learning & Development

Provided national leadership for continuous process improvement, performance management,

quality assurance and learning & development for 2500+ seat, 9 site sales and service
onshore/offshore Business Process Outsourcing call centers.
Led projects to improve operations customer relationship and Sales management for
resulting in 27% Business to Consumer and 35% Business to Business satisfaction scores
increase.
Optimized quality monitoring, key performance indicator and data to identify knowledge
gaps, develop training curriculum, set goals and monitor progress that resulted in 24%
increased productivity for Agents and Managers.
Revamped customer experience, quality, leadership and learning & development program
offerings that resulted in: 90 day attrition reduction - 18%, employee satisfaction scores
increased from 68% to 82%.
2010 and 2011 Presidents award recipient.

COX COMMUNICATION

2009 2011

Director, Process Improvement

2008 2009

Provided regional leadership, mentoring, and training for cross-functional continued process
improvement, quality and productivity Lean Six Sigma initiatives in 3 regions.
Served as Project Manager to implement the first certified Lean Six Sigma program.
Completed 22 Lean Six Sigma project teams and certification candidates in 6 month.
Actualized approximately $8M process improvement savings in 6 months.
Responsible for all aspects of the project, including, but not limited to, plan ownership,
profit and loss, system requirements and continuous improvement identification.

Channa Martin
513.706.1018

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PROFESSIONAL EXPERIENCE
(Continued)
1998 2007

CINCINNATI BELL TELEPHONE

Director, Call Center Operations

Oversaw all aspects of cross-functional blended call center operation, talent and performance
management, including Quality, Learning & Development, Methods and Process, Extended
Territory and back office support.
Responsible for the inbound/outbound call center lifecycle model; talent development, retention,
training, methods and process, workforce management, profit and loss, process improvement and
back office support.
Used technology to leverage customer requirements, measured and improved key
performance indicators, streamlined workflows and ensured great internal and external
customer experiences.
Served as Project Manager for short and long-term, people, process and technology
continuous improvement initiatives that resulted in: employee promotions - 15+,
revenue increase - $5M+, expense reductions 12%, in 12 months.
Team Lead, Business Order Team Call Center Operations
Served as Project Manager in attainment of Six Sigma Green Belt Certification.
Led product and promotion implementation team(s) for sales and marketing projects.
Promoted to Director after 9 months in the role.
Specialist, Methods and Processes - Call Center Operations
Responsible for process needs analysis, implementation and accountability for retail,
residential and commercial Sales Agents.
Led cross-functional projects to demonstrate the ability to interpret Marketing and Sales
needs, system requirements, user design, user acceptance testing, system and processing
training and continuous process improvement.
Senior Sales Consultant - Call Center Operations
Identified and implemented a process improvement sales technique which resulted in a
50%+ close rate increase.

EDUCATION
Master of Business Administration
Thomas More College, Crestview Hills, Kentucky
Bachelor of Science
Xavier University, Cincinnati, Ohio