Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
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Lauren Martin

Lauren Martin

Candler,NC

Summary

Proven leader at AT&T Inc., adept in relationship building and project management, enhanced customer satisfaction across federal and retail sectors. Spearheaded support for 75K+ customers, driving $40M in revenue, and led a top-performing store. Excelled in staff development and leveraging Excel for business analysis, achieving the highest audit score in a competitive market.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Senior Technical Service Manager

AT&T Inc.
06.2015 - Current
  • Enhance customer satisfaction by providing timely and efficient support to Federal Government clients and agencies.
  • Foster strong relationships with clients and internal partners through transparent communication.
  • Solely support 75K+ customers and $40 million in annual revenue.
  • Support a highly decentralized portfolio including 1300+ point of contacts.


Retail Store Manager 3

AT&T Inc.
03.2010 - 06.2015
  • Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Led a level 3 store and one of the top stores in the market from 2013-2015.
  • Received the highest audit score in the Washington/Baltimore market in 2015
  • Evaluated employee performance regularly provided constructive feedback coaching opportunities improvement recognition outstanding achievements.

Retail Sales Consultant

AT&T Inc.
01.2003 - 03.2010
  • Enhanced customer loyalty by offering tailored solutions that met individual needs.
  • Resolved customer complaints promptly, maintaining a positive brand image.
  • Handled cash transactions accurately while adhering to established security procedures.
  • Used consultative sales techniques to understand customer needs and recommend relevant products and services.
  • Boosted customer satisfaction by providing exceptional service and product knowledge.
  • Maximized sales revenue through personalized recommendations and upselling techniques.

Education

High School Diploma -

Broadneck Senior High School
Arnold
05-2000

Skills

  • Staff development
  • Relationship building
  • Account management
  • Client relationship management
  • Business process analysis
  • Customer Relations
  • Project management
  • Internal communications
  • User training
  • Word
  • Excel
  • Powerpoint

Accomplishments

  • Received 2 AT&T Connection awards for outstanding customer support.
  • Consistently receive customer service accolades and high ratings on customer support surveys.
  • Helped to acquire the Department of State contract award for AT&T with a total contract value of 36M in December 2023. I also supported this very large account transition with approx 26K lines which involved extensive reporting, plan changes, account cleanup all while trying to ensure we had very minimal fallout/service disruptions.

Certification

  • Six Sigma Greenbelt Certification
  • GSA Contractor Clearance - received in June 2024


Timeline

Senior Technical Service Manager

AT&T Inc.
06.2015 - Current

Retail Store Manager 3

AT&T Inc.
03.2010 - 06.2015

Retail Sales Consultant

AT&T Inc.
01.2003 - 03.2010

High School Diploma -

Broadneck Senior High School

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Lauren Martin