Gloria Martínez

GLORIA MARIA MARTINEZ Nationality: Salvadorian Age: 35 Professional Summary A highly adaptable and assertive analyst, executive/administrative assistant, customer service representative, and lawyer with extensive experience in data analysis, strategic planning, and customer relationship management. Dedicated to achieving success through meticulous attention to detail and exceptional organizational skills. PROFESSIONAL EXPERIENCE Admissions Analyst Escuela Americana, El Salvador July 2021 – Present • Created and maintained internal and external data trackers. • Conducted data analysis to track and improve the efficiency of the admissions process. • Developed and maintained dashboards and visualizations to present admissions data. • Prepared detailed statistical reports and analyses for strategic planning. • Provided comprehensive information about the school to prospective families. • Guided families through the admission process, including tours and follow-up communications. • Supported the Admissions Team with event planning and miscellaneous tasks. • Coordinated activities with staff and planned public events and internal meetings. • Prepared bilingual reports and translations (English/Spanish). • Managed relationships with internal and external clients. Quality Analyst Sykes El Salvador December 2016 – May 2021 • Provided coaching for quality improvement. • Analyzed agent calls to collect data about positive behaviors or areas of improvement. • Developed and maintained data reports. • Tracked productivity. • Developed and maintained dashboards and visualizations to present data to internal and external clients. • Worked closely with operations to improve account metrics. Example CSAT, AHT, DSAT, FCR. • Identified areas of opportunity and developed action plans. • Served as an agent mentor. • Handled international customer service calls about sales or support with issues with hotels and car rental bookings. • Managed changes, cancellations, and complaints. Other Professional Experience Executive Assistant Uassist.ME for SOHO Realty and Mortgage • Implemented and maintained office procedures, workflow processes, and business systems for marketing, sales, finance, and operations. Customer Service Operator Ministry of Economy, Hydrocarbons and Mines Regulatory Directorate • Managed customer service operations for government projects related to propane gas information services. • Provided information on products and services related to propane gas. Legal Assistant Family Court of San Salvador • Analyzed legal cases, prepared legal documents, and assisted in court proceedings. • Assisted the judge in the courtroom, and prepared minutes and court rulings. Legal Assistant Lawyer’s Office, San Salvador • Prepared substantiation briefs, complaints, accusations, and appeal filing briefs. • Analyzed judicial files and conducted interviews with victims and witnesses. EDUCATION Executive MBA GADEX in Business Intelligence Formato Educativo Escuela de Negocios. February 6, 2024 – November 10, 2024 Final Grade: 9.48/10.00 (Equivalent to 3.9 – 4.0 GPA) Degree in Law Sciences National University of El Salvador 2008 – 2012 Additional Training • • • • • • • • Harvard Course on Time Management, October 2024 – November 2024 Customer Insights and PBI Dashboards, FEPADE, 2021 – 2022 Customer Insights and Data Analysis, FEPADE, 2022 – 2023 Basic SCRUM Master Course, Adapta Technologies, 2020 Excel Course - All IN ONE, Systemas C&C, 2020 Power BI for Microsoft Excel 2016, Sistemas C&C, 2019 Emotional Intelligence Course, Fepade, 2019 Six Sigma, Statistical Fundamentals, American Business School, 2019 Languages • • • Spanish: Native English: Advanced Portuguese: Basic Computer Literacy: Power BI, Microsoft 365, Google Suite, Canva, Zoom, ChatGPT, Jiro, Calendly, Social Media, PowerSchool, Laserfiche, DocuSign.