Summary
Overview
Work History
Education
Skills
Interests
Timeline
SeniorSoftwareEngineer

MARCIE MARTIN

Customer Support Advocate
Wellborn,FL

Summary

  • Professional with strong background in providing technical support, adept at troubleshooting and problem-solving to ensure optimal user experience.
  • Known for collaborative teamwork adapting to dynamic situations, with strong skills in troubleshooting and customer service.
  • Skilled in customer service, technical diagnostics, and software/hardware support.
  • Reliable and results-driven, consistently delivering high-quality outcomes.

Overview

10
10
years of professional experience
2
2
years of post-secondary education

Work History

Technical Support Advocate

Goldschmitt & Associates
Leesburg, VA
11.2023 - 05.2025
  • Company Overview: (Government Contract)
  • Provided outstanding technical support by handling complex cases and diagnosing support issues, increasing one-call resolution by 20%.
  • Constructed quick reference guides to support colleagues in achieving prompt call resolution.
  • (Government Contract)

Technical Support Advocate

Sparks Group
Mc Lean, VA
06.2023 - 11.2023
  • Company Overview: (Government Contract)
  • Investigated and provided troubleshooting for challenging user issues with advanced technical knowledge while ensuring personalized customer interactions with a 95% resolution rate.
  • Produced slideshows on various topics to provide detailed information on call trends to achieve better team results.
  • (Government Contract)

Customer Success Associate

BistroMD LLC
Naples, FL
11.2021 - 04.2023
  • Handled a high call and email volume and achieved 98% customer satisfaction by quickly addressing inquiries and tailoring responses.
  • Complex complaints resolved by identifying root causes, decreasing repeat complaints by 15%.
  • Enhanced the support process to improve the customer experience by identifying trends and inefficiencies in systems and processes.

Customer Service Representative

Teleperformance USA
Boca Raton, FL
01.2021 - 11.2021
  • Addressed inquiries and resolved complaints, achieving a 95% customer satisfaction rate.
  • Managed 60-80 calls per day while consistently exceeding response time targets by 10%.

Customer Service Representative

State Farm Insurance Company
Bloomington, IL
07.2015 - 10.2020
  • Provided superior customer service to agents and customers by quickly using resources to locate appropriate information and achieving a 98% resolution rate.
  • Part of the mentoring team for onboarding new hires, shadowing sessions and peer reviews.
  • Communicated and coordinated with colleagues to escalate and resolve issues promptly.

Education

Bachelor of Science - Information Technology

American InterContinental University
Schaumburg, IL
03.2006 - 03.2008

Skills

Empathy

undefined

Interests

  • We have 15 animals
  • I am self-taught in A Networking, Security , and CCNA: no certifications
  • I have build several desktop computers from scratch to practice my networking skills
  • My last computer build was a gaming PC name "Neo" with 3 hard drives: Linux, Ubuntu, and Windows 10
  • I am taking the time now to lear software coding: Python, Java Script, HTML, and CSS
  • Competitive: always striving to be the top performer
  • Very receptive to feedback: open to every opportunity to improve and grow

Timeline

Technical Support Advocate

Goldschmitt & Associates
11.2023 - 05.2025

Technical Support Advocate

Sparks Group
06.2023 - 11.2023

Customer Success Associate

BistroMD LLC
11.2021 - 04.2023

Customer Service Representative

Teleperformance USA
01.2021 - 11.2021

Customer Service Representative

State Farm Insurance Company
07.2015 - 10.2020

Bachelor of Science - Information Technology

American InterContinental University
03.2006 - 03.2008

Similar Profiles

CREATE PROFILE
MARCIE MARTINCustomer Support Advocate