Kimberley Martinez
Wallington,NJ
Summary
Dynamic Technical Support Specialist with a proven track record at AT&T Mobility, excelling in customer experience management and problem resolution. Expert in remote diagnostics and debugging, successfully resolving diverse technical issues while enhancing client satisfaction. Adept at fostering positive relationships and collaborating with teams to ensure optimal service delivery.
Overview
9
9
years of professional experience
Work History
Technical Support Specialist
AT&T Mobility
07.2020 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Monitored system performance to identify potential issues.
Direct Support Professional
Bethesda Lutheran Communitiesoffice
07.2019 - 07.2020
- Assisted disabled clients to support independence and well-being.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Monitored progress and documented patient health status changes to keep care team updated.
- Maintained clean, safe, and well-organized patient environment.
- Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
Service Department Representative
Toyota of Hackensack
05.2016 - 07.2019
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
Education
No Degree - Nursing
Passaic County Community College
Paterson, NJ05-2020
High School Diploma -
Manchester Regional High School
Haledon, NJ06-2014
Skills
- Debugging
- Customer experience management
- Remote desktop services and support
- Remote diagnostics
- Remote IT implementation
- Issue research
- Problem resolution
Timeline
Technical Support Specialist
AT&T Mobility
07.2020 - Current
Direct Support Professional
Bethesda Lutheran Communitiesoffice
07.2019 - 07.2020
Service Department Representative
Toyota of Hackensack
05.2016 - 07.2019
No Degree - Nursing
Passaic County Community College
High School Diploma -
Manchester Regional High School
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