Kaylyn Martin
Maumelle,AR
Summary
Experienced Office Management and Administration Professional experienced in optimizing productivity, efficiency, and service quality across various environments. Highly dependable, ethical, and reliable support specialist and leader who blends advanced organizational, technical, and business acumen. Works effectively with cross-functional teams to ensure operational and service excellence.
Qualified Advanced Technical Support Specialist with 10 years of helpdesk and customer service experience. Provides comprehensive product and service support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
Work History
Office Manager
State Farm
05.2021 - 08.2023
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Managed office operations while scheduling appointments for department managers.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Coordinated special projects and managed schedules.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Reported to senior management on organizational performance and progress toward goals.
- Evaluated employee records and productivity and submitted evaluation reports.
- Delivered performance reviews, recommending additional training or advancements.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Technical Support Specialist
Verizon Wireless
12.2017 - 05.2021
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Documented support interactions for future reference.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Monitored systems in operation and quickly troubleshot errors.
- Tracked computer equipment, peripherals and network servers via master documentation in Excel.
- Identified potential sales and cross-selling opportunities and informed supervisor.
Customer Service Representative
Verizon Wireless
09.2013 - 12.2017
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Educated customers on promotions to enhance sales.
- Entered customer interaction details in Notes to track requests, document problems and record solutions offered.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recommended devices and plans to customers, thoroughly explaining details.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Planned schedules and workflows based on expected customer demands.
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Devised solutions to operations issues relating to system and software, working closely via phone, email, live chat and web teleconference.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Patched software and installed new versions to eliminate security problems and protect data.
- Average 25 calls per day with one call resolution exceeding company goals.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
- Maintained and managed customer files and databases.
- Detailed payment options and explained price, receipt and billing details to customers.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Sales Representative
Dillard's
06.2011 - 09.2013
- Met frequently with technical, product management and service personnel to stay current on company offerings and business policies.
- Devised and implemented product strategies for filling market gaps and driving consistent sales.
- Assisted in product placement and visual merchandising, maintaining attractive and inviting appearance.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
- Approached browsing customers to initiate conversations to determine buying preferences.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Coordinated efficient restocking of sales floor with current merchandise and accurate signage for current promotions.
- Pursued resolutions to achieve complete customer satisfaction, including tracking down hard-to-find merchandise at diverse locations.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Met and exceeded upsell goals by highlighting target merchandise with strategic promotional approaches.
Education
Bachelor of Arts - Psychology
Arkansas State University
State University, AR12.2024
Associate of Science - Psychology
Pulaski Technical College
North Little Rock, AR05.2018
Skills
- Quality Assurance and Consulting
- Scheduling
- Invoicing
- Customer Complaint Resolution
- Prospecting Clients
- Documentation And Reporting
- Data Integrity
- Outstanding Communication Skills
- Service-Oriented Self-Starter
- Management
- Empathetic And Genuine
- QuickBooks
- Bookkeeping
- QuickBooks proficient
- Schedule Management
- Documentation and control
- Team Leadership
- Training and Development
- Compliance Monitoring
- Operations Management
- Workforce Management
- Data Collection
- Behavioral Support
Arkansas Property & Casualty Insurance License
I am a licensed insurance agent for the state of Arkansas.
License # 19686272
Quickbooks Certification
I am certified in Quickbooks Desktop
Timeline
Office Manager
State Farm
05.2021 - 08.2023
Technical Support Specialist
Verizon Wireless
12.2017 - 05.2021
Customer Service Representative
Verizon Wireless
09.2013 - 12.2017
Sales Representative
Dillard's
06.2011 - 09.2013
Bachelor of Arts - Psychology
Arkansas State University
Associate of Science - Psychology
Pulaski Technical College