Manager Management

MEL MARTINEZ

**** * ******** ***, **** *E • Chicago, IL 60625

******.********@*****.*** • 773-***-****

SUMMARY

Significant experience in an account management role servicing Fortune 1000 companies. Experience and skills include

client relationship management, project management, systems implementation, advising and managing technical staff,

advanced reporting, and financial and other quantitative analysis.

EXPERIENCE

2008 – Present WEST NOTIFICATIONS GROUP Chicago, IL

Client Services Manager

West Notifications Group hosts and manages a software-as-a-service multi-channel communications

platform used by Fortune 1000 companies to acquire, care for, grow and retain customers.

• Supervised account management and business analyst staff, directing all client service activities and

managing the overall client relationships for the pharmacy and healthcare client base, representing

over 50% of group revenue.

• Successfully managed the company’s largest and highest profile client, overseeing revenue growth of

over 150% in a 12-month period through the implementation of campaign enhancements.

• Held monthly and quarterly business reviews with client executive sponsors, providing

comprehensive reviews of program performance and consultative and strategic advice for future

growth.

• Collaborated with product management, engineering, QA, and service delivery teams to design and

support the company’s first real-time web-based user campaign management tool and SMS

communication delivery channel.

• Defined and managed the delivery of a suite of standard client operational reports, providing

additional value to clients and reducing time-to-market from over 3 weeks to 1-2 days.

• Presented monthly client status reports and revenue forecasts to West executive management.

CRAWFORD & COMPANY

2006 – 2008 Schaumburg, IL

Senior Account Manager – Risk Sciences Group

Crawford & Company is the word’s largest independent provider of claims management solutions to

insurance companies and self-insured entities.

• Served as the primary client contact within a risk management information systems team. Managed

the overall service to clients including training, end-user support and system customization.

• Supervised technical staff in the development and implementation of complex system customizations

and enhancements. Managed the migration of client data to an Oracle based system.

• Developed and provided client specific reports in consultation with clients, brokers and actuaries.

Conducted extensive analysis to identify trends or anomalies and communicate results to client.

• Managed consolidation of data from various sources and ensure data integrity.

AON CORPORATION

2000 – 2006 Chicago, IL

Account Manager – Aon eSolutions Group

Aon Corporation is a leading provider of risk management services, insurance and reinsurance

brokerage, human capital and management consulting, and specialty insurance underwriting.

• Managed the support and service to clients for a suite of web-based applications including a risk

management information system, a safety management system and an employee training application.

• Developed new and/or modified existing reports to assist internal and external clients with their loss

control, exposure, compliance, marketing and other analysis needs.

• Developed and maintained relationships with Carriers and TPAs to ensure accurate and timely

delivery of data. Investigated and resolved issues involving the accuracy and validity of data.

• Created training materials and conducting training sessions specific to client needs. Provided

ongoing system support to client administrators.

MEL MARTINEZ

2525 W Farragut Ave, Unit 3E • Chicago, IL 60625

******.********@*****.*** • 773-***-****

SUNTERRA CORPORATION (Acquired by Diamond Resorts, LLC in 2007)

1999-2000 Orlando, FL

Operations Manager – East Coast Regional Marketing

Diamond Resorts International is one of the largest vacation ownership companies in the world with

more than 110 branded and affiliated resorts.

• Supervised department staff overseeing the fulfillment process. Managed the hiring and training of

new personnel.

• Secured appropriate contractual agreements to fulfill accommodation and rental packages.

• Supervised the migration of legacy reservation system to one with online capability.

• Developed sales and marketing reports using Excel and Crystal Reports for use in forecasting,

budgeting and cost analysis.

EDUCATION

ROLLINS COLLEGE

1997 – 1999 Winter Park, FL

Master of Business Administration, April 1999

• Beta Gamma Sigma Honor Society

• Kauffman Foundation Fellowship

UNIVERSITY OF ILLINOIS AT URBANA-CHAMPAIGN

1993 – 1997 Urbana, IL

Bachelor of Science in Biology-Honors, Minor in Chemistry, June 1997

• Howard Hughes Medical Institute Undergraduate Research Fellowship

• ConAgra Leadership Scholarship

• Illinois Music Association Scholarship

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