LAMAR MARTIN
Harrison,NJ
Summary
Digital support specialist and support site product owner with experience improving customer self-service, connected-car setup, and dealer support. Partners across product, engineering, and customer teams to translate technical requirements into FAQs, how-to content, and troubleshooting resources that reduce friction and surface recurring issues for action.
Overview
17
17
years of professional experience
Work History
Volvo Car Ambassador / Ambassador Emeritus
Volvo Car USA
Mahwah, NJ
01.2022 - 01.2025
- Represented Volvo at media and consumer events, delivering product demonstrations and educating customers on technology to enhance brand perception.
- Represented Volvo Car USA at events with polished brand presence.
- Delivered product demonstrations using Volvo Car USA talking points.
- Captured customer and media insights, relaying feedback to inform product enhancements and improve customer experiences.
- Created a positive atmosphere by greeting guests and addressing their inquiries about Volvo vehicles. and answered questions about Volvo vehicles and features.
Digital Support Specialist / Support Site Product Owner
Volvo Car USA
Mahwah, NJ
01.2021 - 01.2025
- Owned content strategy and optimization for the Volvo Customer Support Site, including how-to videos, manuals, warranty resources, FAQs, and troubleshooting content.
- Developed SEO-driven content strategies that enhanced search visibility and facilitated customer self-service.
- Partnered with Connected Car and product teams to launch digital features, translating technical requirements into setup guides, FAQs, and troubleshooting workflows.
- Analyzed customer feedback and digital behavior to pinpoint recurring issues and propose actionable improvements to enhance customer experience.
- Managed Voice of Volvo online communities, creating educational and awareness content that fostered customer engagement.
Customer Relations Representative
Toyota Motor Sales, USA
Plano, TX
01.2019 - 01.2020
- Managed complex customer cases involving vehicle concerns, recalls, dealer escalations, and sensitive customer-service issues.
- Identified recurring customer and dealer issues, providing actionable insights to leadership that supported targeted process improvements.
- Maintained accurate CRM documentation, ensuring timely and consistent follow-up that enhanced customer satisfaction.
Tech Team Member / LGEC Telematics Team
Lexus, USA
Plano, TX
01.2017 - 01.2019
- Resolved 2,000+ telematics and technology support tickets while maintaining high customer satisfaction.
- Supported dealer hotline operations and trained new representatives on technology-support processes to enhance support delivery.
- Enhanced Lexus.com FAQ documentation for clarity and usability, facilitating improved customer self-service.
Customer Relations Specialist
Lexus, USA
Plano, TX
01.2016 - 01.2017
- Managed Lexus customer inquiries through phone, email, and case tracking systems.
- Provided advanced troubleshooting and customer/dealer support through effective case management and escalations.
- Resolved ownership concerns using Lexus policy and dealership coordination.
- Documented customer issues in CRM records and service case files.
Delivery Specialist & Event Coordinator
Lexus of Mobile
Mobile, AL
01.2012 - 01.2016
- Organized customer education events to promote new vehicle technologies and facilitate engagement.
- Educated customers on advanced vehicle technology and digital capabilities to enhance understanding during vehicle delivery.
- Liaised among customers, service departments, and Lexus regional offices to resolve issues and coordinate effective support.
Lead Runner / Assistant to Production Manager
NFL Network
Mobile, AL
01.2010 - 01.2016
- Coordinated logistics and led teams during Senior Bowl week in a fast-paced live-production environment, facilitating smooth execution of events.
- Supported NFL Network production staff with studio runs and on-set deliveries.
- Delivered scripts, notes, and cue cards to talent and control room teams.
- Escorted guests, analysts, and visitors through live broadcast areas.
Service Coordinator
Lexus of Mobile
Mobile, AL
01.2009 - 01.2012
- Coordinated service appointments for Lexus of Mobile’s luxury service department.
- Coordinated customer service needs and scheduled operations while managing loaner-fleet logistics in a high-volume dealership.
- Scheduled repair orders with advisors, technicians, and parts team.
- Answered customer calls about maintenance, status updates, and pickup times.
Master Control Operator
WRJM MY67 TV
Troy, AL
01.2008 - 04.2008
- Checked WRJM MY67 TV broadcast signals and master control equipment for proper operation.
- Reviewed video, audio, and closed caption quality before air.
- Changed program sources during live and scheduled station playout.
- Supported satellite program feeds, edited commercial breaks, ran playback and recording, and answered incoming calls during overnight operations.
Education
B.S. - Broadcast Journalism
Troy University
Troy, ALSkills
- Digital Customer Experience
- Connected Car & Telematics
- SEO & Content Optimization
- Self-service support
- CRM & Case Management
- Technical Troubleshooting
- Product Support
- Voice of Customer
- Cross-Functional Collaboration
- Customer Relationship Management
- Product launch support
- Knowledge base management
- Effective communication
- Dealer Network Support
Timeline
Volvo Car Ambassador / Ambassador Emeritus
Volvo Car USA
01.2022 - 01.2025
Digital Support Specialist / Support Site Product Owner
Volvo Car USA
01.2021 - 01.2025
Customer Relations Representative
Toyota Motor Sales, USA
01.2019 - 01.2020
Tech Team Member / LGEC Telematics Team
Lexus, USA
01.2017 - 01.2019
Customer Relations Specialist
Lexus, USA
01.2016 - 01.2017
Delivery Specialist & Event Coordinator
Lexus of Mobile
01.2012 - 01.2016
Lead Runner / Assistant to Production Manager
NFL Network
01.2010 - 01.2016
Service Coordinator
Lexus of Mobile
01.2009 - 01.2012
Master Control Operator
WRJM MY67 TV
01.2008 - 04.2008
B.S. - Broadcast Journalism
Troy University