Greater Missouri Class of 2016

Marti Cortez Director, Customer Care Ameren Missouri St. Louis, MO

Marti Cortez is the Director of Customer Care at Ameren Missouri. In her role she leads 200 professionals in a multimodal contact center serving 1.2 million electric and 127,000 natural gas customers in the state. Since joining Ameren in 2014, Marti and her team have driven improvements in quality and productivity which have earned the customer care team the highest third-party customer satisfaction scores ever and a movement from fourth quartile to first quartile in JD Power Customer Satisfaction rankings.

In her previous role as VP of Customer Care at a telecommunications company, she was responsible for Quality, Process and Communications in support of 4,000 contact center representatives. Prior to this, she was the Senior Vice President, Director of Museum Operations for one of the nations’ top Science Museums where her responsibilities encompassed 14 areas of operations, more than 100 visitor-facing professionals and 250 dedicated volunteers. Marti also served as Vice President, Consumer Market Manager for a major banking institution in the St. Louis region where she served on the leadership team, driving service and sales results at 36 banking centers with 750 employees. Preceding her work at the bank, Cortez spent 16 years at a performance improvement firm in various divisions including international business, brand marketing, public relations, large-scale event planning, market research, performance incentives and communications. During this time, she worked with Fortune 500 companies to drive powerful results through their employees, channel partners, and customers.

Cortez received a B.A in Marketing Management from Webster University. She is a former Commissioner for the Missouri State Lottery, served on the board of directors for St. Louis Language Immersion Schools, and currently serves on the board of Focus St. Louis and the Hispanic Chamber Foundation.

In 2010, Marti was one of 9 individuals in the U.S. to be chosen for an Eisenhower Fellowship award that enabled her to travel to Asia to learn how corporations partner with nonprofit organizations and educational institutions to drive the performance of students in science, technology, engineering, and math.

Marti lives in St. Louis with her husband and their two children.