Jannah Martin
Atlanta,GA
Summary
Customer support and technical support professional with hands-on experience supporting users in remote, fast-paced environments. Skilled in chat, email, and phone support with a strong focus on issue resolution, documentation, and customer satisfaction. Known for clear communication, calm problem-solving, and the ability to adapt quickly across tools, platforms, and workflows.
Team-oriented professional recognized for establishing and maintaining solid relationships with administration and local, state and federal agencies. Excellent interpersonal, organizational and analytical skills.
Overview
6
6
years of professional experience
Work History
Customer Support & Outreach Specialist
CORE
06.2024 - 12.2024
- Provided remote customer support via chat, email, and phone, assisting users with access issues, service questions, and account navigation
- Resolved customer inquiries efficiently while maintaining accuracy, empathy, and professionalism
- Documented all customer interactions clearly to support follow-ups, reporting, and internal visibility
- Supported customer onboarding and guided users through processes step-by-step
- Collaborated with internal teams to improve response times and overall customer experience
- Used digital platforms and AI-assisted tools to manage tickets, workflows, and daily tasks
- Remote
Customer Experience & Quality Support Specialist
CSL Plasma
Atlanta, GA
04.2022 - 06.2024
- Supported internal and frontline teams by resolving quality-related issues affecting customer experience
- Reviewed records and workflows to ensure accuracy, compliance, and consistency
- Identified service gaps and contributed to corrective actions that improved operational efficiency
- Maintained detailed documentation for audits, inspections, and quality assurance reviews
- Coordinated training schedules and maintained digital learning records
- Served as a communication bridge between staff and leadership to support service improvements
Technical Customer Support Consultant
NextGen
Atlanta, GA
02.2019 - 08.2021
- Delivered technical customer support for software users via phone, email, and ticketing systems
- Diagnosed and troubleshot software issues while meeting SLA expectations
- Escalated complex technical issues with clear documentation and reproduction steps
- Conducted virtual training sessions to help users maximize product usage
- Created and maintained support documentation to reduce repeat issues
- Analyzed customer feedback to support product and process improvements
Education
Bachelor of Science - Biology
Georgia State University
Atlanta, GA 06.2019 - 12/2025
Skills
- Customer Support
- Technical Support
- Remote Support
- Chat Support
- Email Support
- Phone Support
- CRM Systems
- Ticketing Systems
- Troubleshooting
- Issue Resolution
- Escalation Handling
- Customer Onboarding
- Customer Retention
- Workflow Optimization
- Documentation
- Knowledge Bases
- AI-Assisted Support Tools
- SLA Awareness
- Microsoft Office
- Google Workspace
- Cross-Functional Collaboration
- Quality Assurance
Profile Snapshot
Customer support and technical support professional with hands-on experience supporting users in remote, fast-paced environments. Skilled in chat, email, and phone support with a strong focus on issue resolution, documentation, and customer satisfaction. Known for clear communication, calm problem-solving, and the ability to adapt quickly across tools, platforms, and workflows.
Timeline
Customer Support & Outreach Specialist
CORE
06.2024 - 12.2024
Customer Experience & Quality Support Specialist
CSL Plasma
04.2022 - 06.2024
Bachelor of Science - Biology
Georgia State University
06.2019 - 12/2025
Technical Customer Support Consultant
NextGen
02.2019 - 08.2021