Jorge Martinez · Supervisor · San Antonio Call Center · April & May 2026
1,303 Total Calls · 8 Active Agents
1,317 Total Calls · 8 Active Agents
49.5% · +3.9% vs April
7.7% PSU · +57 vs Goal
Jorge Martinez Team · 1,303 Calls · 8 Active Agents · Key Metrics: AIY · Mobile · Video
Goal: 60% UPG · 3/8 agents meeting goal (37%)
Goal: 68% UPG · 5/8 agents meeting goal (62%)
Goal: 50% UPG · 4/8 agents meeting goal (50%)
Top/Bottom Gap: 83.3% vs 30.2% = 53.1 pt spread · Coaching focus required
April's results reveal significant spread across the team. The top-to-bottom AIY gap of 53.1 percentage points — Oscar Rodriguez at 83.3% (small sample, 21 calls) versus Daniel Huerta at 30.2% — underscores that consistent coaching cadence and targeted skill-building are critical priorities heading into May. Susanna Cunningham stands out as the strongest full-volume agent at 52.6% AIY across 245 calls, providing a repeatable model for peer coaching. Daniel Huerta, with 152 calls and 30.2% AIY, represents the team's single largest improvement opportunity.
Jorge Martinez Team · 1,317 Calls · 8 Active Agents · vs. Goal · Key Metrics: AIY · Mobile · Video
▲ +3.9% vs Apr · vs Goal: -5.3 · 6/8 agents met goal (75%)
▲ +2.1% vs Apr · vs Goal: -25.3 orders · Major focus area
▲ +0.2% vs Apr · vs Goal: +57.0 above goal · Breakthrough
▲ +2.3% vs Apr · BA: 19.7% · Sustained upward trend
May marked a meaningful step forward for Team JMoney across all four primary KPIs. The AIY improvement from 45.6% to 49.5% reflects both stronger coaching engagement and increased agent confidence in upgrade conversations. Critically, the Video PSU performance — surpassing goal by 57 PSUs — is a genuine team-wide achievement and a direct result of targeted coaching focus in late April. Mobile remains the most urgent gap: with 25 orders short of goal and significant individual pitch-rate variance (as low as 33%), this metric will anchor June's development agenda.
Enterprise Spectrum Upgrade & San Antonio Call Center · ★ = Jorge Martinez
All supervisors under Jose Castellanos · ★ = Jorge Martinez · 12,551 Total Calls
Jose Castellanos group average · Team JMoney at 49.5% — 5.3 pts above site avg
Group average · Team JMoney at 17.9% — 1.0 pt above site avg
Group average · Team JMoney at 7.7% — below site avg, but +57 vs absolute goal
Group average · Team JMoney at 25.6% — 2.7 pts above site avg
Within the Primetime group, Team JMoney ranks 2nd overall in AIY (tied with Blanca Alanis at 49.5%) and leads the group in PSU Yield at 25.6%. Jorge Martinez outperforms the site average across AIY, Mobile, and PSU — a strong competitive position that validates the team's coaching investments. Nancy Gonzalez's team at 36.4% AIY and Pedro Villegas at 41.1% represent the lower end of the group, providing context for the level of improvement available across the site. Crystal Zapata leads the group in PSU Yield at 25.9%, edging Team JMoney by a narrow margin — a benchmark worth targeting in June.
Team Jorge Martinez · 31 Total Cancelled Lines · 14.8% Team Cancellation Rate · 31 Lines Pending Network Activation
Lines cancelled across the team in May · Fraud and pay failure are primary drivers
Team-wide cancellation rate · Carla Escobar-Herrera at 21.2% with 3 fraud flags requires immediate monitoring
Lines pending network activation · Each represents a revenue opportunity requiring follow-up
Mobile cancellation rates directly impact net activation numbers and can erode gross Mobile WO performance. With 31 lines pending network activation, proactive outreach is essential to convert these pending orders into confirmed activations before they lapse. Blondie Ramirez's best-in-team 6.3% cancellation rate demonstrates that disciplined order quality is achievable and should serve as the coaching benchmark. Carla Escobar-Herrera's 21.2% cancel rate — driven by 3 fraud-flagged orders — warrants a focused review of her activation process and order verification steps. Elizabeth Reyes-Rodriguez's 9.5% rate is the second-best on the team, both agents representing models of order quality to highlight in team reviews.
Team Jorge Martinez · 189 Total Sessions · 8 Agents · AI Recommendations Included
39.7% of all sessions — #1 category, compliance ramp focus
34.9% — group performance discussions and accountability
10.1% — individual call technique development
9.0% — QA-driven feedback and correction
5.8% — Blondie (4), Carla (3), Ashley & Susanna (2)
3.7% — growth-oriented development sessions
Enterprise Spectrum Upgrade & San Antonio Call Center · ★ = Jorge Martinez · Strong AIY (49.5%) — 3rd best in SAT
Team Jorge Martinez · AI Performance Insights · Month-Over-Month Scorecard
Team AIY rose to 49.5% in May (+3.9% MoM). 6 of 8 agents met the 60% UPG goal — a meaningful improvement over April's 37% attainment rate. Continued coaching consistency can push this past 55% in June.
Mobile WO sits at 17.9% with 25 orders short of goal. The team's pitch rate of 74.5% is solid at the aggregate level, but individual variance (33%–100%) signals a coaching need. Uziel and Ashley are priority targets for pitch technique development.
Video PSU is above goal by +57 PSUs — a genuine team achievement. Uziel Hernandezmoreno and Maricruz Elizondo led with the highest above-goal deltas (+15.4 and +12.4 respectively). The priority for June is sustaining this momentum rather than allowing regression.
Elizabeth Reyes-Rodriguez shows the highest composite score on the team. Pair her as a peer mentor for Uziel on mobile pitch technique. Focus June coaching sessions on call behavior consistency and overcoming objections in upgrade conversations.
Week 4 recovery: PSU jumped from 22.1% to 28.4% in the final week of May. If this trajectory holds through June, the team has a realistic path to breaking 30% PSU for the first time — a milestone worth targeting and celebrating publicly.
Team Jorge Martinez · 6 Eligible Lead Opportunities · Compliance Goal: 100%
Total qualifying lead opportunities identified during May call interactions
Leads properly entered and submitted per process requirements · 1 missed opportunity
Significant improvement from prior performance · Gap to 100% goal = 1 unsubmitted lead
Lead capture compliance is a mandatory process requirement, and the team's 83.3% result in May marks a meaningful improvement over prior periods. With only 6 eligible opportunities in the month, each individual submission carries significant weight — a single missed capture, as occurred with Uziel Hernandezmoreno, drops the team rate by 16.7 percentage points. Blondie Ramirez and Maricruz Elizondo both achieved 100% compliance, demonstrating that the standard is attainable. Uziel's 0% result on his one eligible lead requires immediate follow-up: a targeted lead capture training and process review should be completed before June calls begin.
Team Jorge Martinez · Daily pitch rates 4/29 – 5/21 · Goal: 80%+ · Team Avg: 74.5%
The mobile pitch rate measures how consistently each agent is offering a mobile upgrade or add-on during eligible customer interactions. With a goal of 80% or above, the team average of 74.5% indicates that roughly 1 in 4 eligible interactions is being missed without a pitch — representing a direct, recoverable revenue opportunity. Four agents have achieved or exceeded the 80% threshold, establishing that the standard is reachable. The remaining agents — particularly Uziel Hernandezmoreno at 40% and Ashley Vara at 67% — represent the team's clearest coaching priority heading into June. Closing the gap between the team's top performers and its lowest-pitched agents is the single fastest lever available to improve Mobile WO results in the near term.
Elizabeth Reyes-Rodriguez: 100%
Every eligible call includes a mobile pitch — the gold standard for the team.
Kimberly Jimenez: 100%
Matches Elizabeth's perfect pitch rate — strong execution on process adherence.
Susanna Cunningham: 83%
Above goal, consistent pitch behavior reinforced through coaching engagement.
Blondie Ramirez: 83%
Above goal — pairs well with her best-in-team 6.3% cancellation rate.
Carla Escobar-Herrera: 75%
Within striking distance of the 80% goal. 5-point improvement needed — targeted role-play and call review can close this quickly.
Maricruz Elizondo: 75%
Similar profile to Carla — small behavioral adjustment needed to cross the goal threshold.
Ashley Vara: 67%
Currently pitching on 2 of every 3 eligible calls. A 13-point gap to goal represents approximately 1 in 8 missed pitches per week that could convert to orders with consistent technique.
Uziel Hernandezmoreno: 40%
The most significant gap on the team — only pitching 2 out of every 5 eligible calls. Combined with his 0% lead capture compliance, mobile pitch training is the #1 June coaching priority for Uziel.
Team average pitch rate of 74.5% is 5.5 points below the 80% goal. Closing this gap across all agents — especially Uziel (40%) and Ashley (67%) — is the fastest available path to recovering the 25-order Mobile deficit against goal.
Jorge Martinez · Supervisor · San Antonio Call Center · April & May 2026 Wrap-Up
+57 PSUs above goal — team-wide achievement driven by Uziel (+15.4) and Maricruz (+12.4). Sustain in June.
AIY +3.9% MoM · PSU +2.3% MoM · 6/8 agents met AIY goal · SAT Rank #5, 3rd best AIY in SAT at 49.5%.
-25 orders vs goal · Pitch rate gap: Uziel 33%, Ashley 40% — targeted 1:1 coaching required before June week 1.
Uziel Hernandezmoreno: 0% compliance on 1 eligible lead · Formal lead capture training plan required · June goal: 100%.
PSU jumped from 22.1% → 28.4% in May's final week. If sustained, June has breakout potential to cross 30% PSU for the first time.
"Thank you — Questions welcome."
Jorge Martinez · Team JMoney · San Antonio Call Center
Team JMoney — Executive Monthly Business Review