Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Yadeliz Martinez

Atlanta

Summary

Dynamic Product Support Representative specializing in payroll administration and SQL troubleshooting at Ultimate Kronos Group. Established history of strengthening client relationships through empathetic communication and adept problem-solving. Effectively optimized support processes, enhancing user experience and retention. Dedicated to providing outstanding service and fostering continuous improvement.

Overview

14
14
years of professional experience

Work History

Product Support Representative III

Ultimate Kronos Group (UKG)
Atlanta
12.2021 - Current
  • Provided expert support for UKG Ready, specializing in payroll, time, and workforce management modules.
  • Led training and onboarding initiatives for new hires to enhance team engagement.
  • Executed root cause analysis and SQL to troubleshoot complex technical issues collaboratively with Engineering and Product teams.
  • Managed client escalations, ensuring timely resolution for improved user experience and retention.
  • Maintained up-to-date product knowledge to proactively advise customers on best practices.
  • Streamlined internal support processes through comprehensive documentation and established best practices.

Customer Success Specialist

Ultimate Software
Atlanta
04.2016 - 12.2021
  • Resolved complex configuration and payroll issues for UKG Pro and Time Management clients.
  • Investigated user-reported issues through internal tools and collaboration with Product and Engineering teams.
  • Managed high-volume support queues while consistently meeting SLAs with a customer-first approach.
  • Identified process gaps and proposed workflow improvements that enhanced resolution speed.
  • Delivered proactive support to strengthen client relationships through clear, empathetic communication.

Guest Relations Representative

Darden Restaurant Group
Orlando
01.2015 - 08.2015
  • Resolved high-volume guest feedback and escalations for multiple restaurant brands, ensuring timely and empathetic responses.
  • Analyzed guest concerns to identify trends and deliver actionable insights for service enhancement.
  • Communicated brand standards and policies effectively, promoting customer loyalty through transparency.
  • Collaborated with internal teams to enhance guest recovery processes, contributing to ongoing service improvements.

Lead Customer Service Representative

Bluegreen Vacations
Orlando
06.2011 - 12.2014
  • Managed high-volume inbound calls to assist guests with vacation planning and inquiries.
  • Delivered exceptional service by de-escalating issues and retaining customer reservations under pressure.
  • Demonstrated empathy and problem-solving skills to resolve guest concerns, boosting satisfaction.
  • Supported team performance by modeling best practices for consistent guest experience.

Education

Bachelor of Science - Music Business

Full Sail University
Winter Park, FL
03-2014

Skills

  • Payroll administration
  • Time management
  • SQL troubleshooting
  • Root cause analysis
  • Technical documentation
  • Customer relationship management

Timeline

Product Support Representative III

Ultimate Kronos Group (UKG)
12.2021 - Current

Customer Success Specialist

Ultimate Software
04.2016 - 12.2021

Guest Relations Representative

Darden Restaurant Group
01.2015 - 08.2015

Lead Customer Service Representative

Bluegreen Vacations
06.2011 - 12.2014

Bachelor of Science - Music Business

Full Sail University

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Yadeliz Martinez