Raquel Martinez
About Raquel Martinez
Raquel Martinez is a Customer Service Coordinator at Kohl's Department Stores, managing a team of 15 and overseeing the budget for a department of 330 associates.
Title and Role at Kohl's Department Stores
Raquel Martinez serves as the Customer Service Coordinator at Kohl's Department Stores. Since starting in this role in 2017, she has managed a customer service team of 15 people, overseeing human resource issues and performance evaluations. Additionally, she is responsible for managing the budget for the entire customer service department, which includes 330 associates.
Previous Work Experience
Before her current role, Raquel worked as a Contract Center Management Intern at Kohl's Department Stores in 2016 for 2 months. She also worked for the Metropolitan Transit Authority of Harris County as a Field Customer Information Representative for 2 months in 2015. Additionally, Raquel was employed as a Student Associate at The University of Texas at San Antonio's Center for Student Professional Development from 2015 to 2017, and worked as a Hostess at Pappasitos Cantina from 2013 to 2014 for 11 months.
Education and Academic Background
Raquel earned her Bachelor's Degree in International Business from The University of Texas at San Antonio, completing her studies from 2014 to 2017. Her academic background has provided her with a strong foundation in international business practices and management.
Project Involvement and Responsibilities
Raquel is actively involved in projects aimed at improving the relationship between the store and contact center using Voice Analytics. She is responsible for developing and coaching team members to find solutions for Kohls.com sales and credit cardholder accounts. In addition, she identifies call trends and creates action plans to improve the business and promptly resolves all escalated customer scenarios.