Lesley Nicole Martin
Piedmont,CA
Summary
Customer-focused professional with over a decade of experience in operations, client relations, and luxury art curation. Excels in handling high-pressure situations with professionalism, voice control, and solution-based conflict resolution. Skilled in contract negotiations, exhibit management, and curating fine art and interior design collections. Committed to optimizing customer service processes, enhancing client satisfaction, and leveraging AI tools to improve workflow efficiency. Seeking a remote role in customer service, operations, or client relations to deliver seamless, high-quality experiences.
Experienced with leading customer service teams to ensure top-notch customer satisfaction. Utilizes strategic planning and process improvements to boost efficiency. Track record of developing team capabilities and resolving customer issues effectively.
Overview
8
8
years of professional experience
Work History
Customer Service Manager
IC Murals
06.2017 - 03.2025
Managed incoming customer inquiries across email and live chat, ensuring timely resolutions.
- Conducted root cause analysis to address customer challenges and improve satisfaction.
- Created training materials, including written guides and video content, to enhance service understanding.
- Handled customer complaints with empathy, providing appropriate solutions and follow-up.
- Maintained detailed records of interactions and processed accounts to support operational efficiency.
- Engaged customers proactively to foster loyalty, resulting in high retention and referral rates.
- Provided night support to accommodate diverse client time zones.
- Utilized CRM and ticketing platforms for service requests, collaborating with vendors and internal teams.
Education
Business Administration
Cuyamaca College
El Cajon, CA08-2011
Skills
- CRM platforms (Salesforce, HubSpot)
- Conflict resolution
- AI tools (ChatGPT, DALL-E)
- Microsoft Office suite
- Graphic design (Canva, Adobe Creative Suite)
- Social media management
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relations
- Time management
- Training and mentoring
- Complaint resolution
- Team building and leadership
- Exceptional telephone etiquette
- Quality assurance
- Issue resolution
- Handling escalations
- Customer retention
- Product and service solutions
- Sales promotion
- Research and due diligence
- Customer relationship management software (CRM)
- Coordinating service initiatives
- Cross-functional collaboration
- Purchasing and procurement
- QA
Timeline
Customer Service Manager
IC Murals
06.2017 - 03.2025
Business Administration
Cuyamaca College
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