Martin Kupelian
Davenport,FL
Summary
Results-driven professional with strong organizational skills and a proven track record of delivering exceptional customer service. Experienced in suggestive selling techniques. Committed to leveraging hard work and dedication to enhance operational efficiency and improve customer satisfaction. Seeking new opportunities that recognize and reward dedication and performance.
Overview
1
1
Certification
26
26
years of professional experience
Work History
Inside Sales Agent
GEICO
Lakeland, FL
01.2025 - Current
- Developed relationships with new and existing clients through phone calls, emails, and other communication channels.
- Identified opportunities for upselling additional products or services to current customers.
- Processed payments from customers using credit cards or other payment methods.
- Prepared quotes and proposals for potential customers based on their requirements.
- Assisted customers with inquiries and questions regarding products, services, orders, and account information.
- Participated in sales training and workshops to improve sales techniques and product knowledge.
Shift Supervisor/Technical Support
DUMAC Business Systems
East Syracuse, NY
07.2011 - 03.2020
- Communicated clearly with employees regarding job duties, expectations, and policies.
- Assigned tasks to team members based on their strengths and skill sets.
- Identified areas of improvement within the department and implemented necessary changes.
- Monitored staff performance to ensure quality standards were met.
- Identified opportunities for process improvements through data analysis.
- Provided feedback to employees regarding their performance in order to improve productivity.
- Provided technical support to customers via phone, and email.
- Assessed customer needs, identified issues, and provided solutions for customer inquiries.
- Resolved escalated customer complaints in a timely manner.
- Demonstrated strong problem-solving skills to diagnose and troubleshoot technical issues.
- Maintained detailed records of customer interactions in a CRM system.
- Created knowledge base articles that addressed common customer questions or concerns.
Manager/Trainer/Customer Service Agent
Sutherland Global Services
Syracuse, NY
07.2000 - 07.2011
- Created and implemented training programs to improve employee performance.
- Took special orders in person and over telephone, generating additional revenue every month.
- Led on and off-site customer support teams across multiple time zones.
- Contacted customers about potential service upgrades, new services and account changes.
- Updated system with order specifics and customer details, preferences, and billing information.
- Strengthened customer retention by offering discount options.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Followed established guidelines while handling confidential information related to customer accounts.
- Participated in training sessions designed to update employees on new policies and procedures related to billing services.
- Actively monitored incoming calls and emails for billing-related questions and inquiries from customers.
- Provided technical support when necessary for customers having difficulty understanding their bills or navigating the online payment portal.
Education
Associate of Applied Science - Music
Onondaga Community College
Syracuse, NY05-1980
Skills
- Interpersonal skills
- Goal-Oriented
- Processes and procedures
- Customer service
- Analytical
- Strong communication skills
- Flexible
- Record keeping
- Confidential
- Reliable
Certification
- Leadership Skills for Success, Dale Carnegie & Associates, Inc. 03/2018
- Property and Casualty Insurance License 01/2025
Timeline
Inside Sales Agent
GEICO
01.2025 - Current
Shift Supervisor/Technical Support
DUMAC Business Systems
07.2011 - 03.2020
Manager/Trainer/Customer Service Agent
Sutherland Global Services
07.2000 - 07.2011
Associate of Applied Science - Music
Onondaga Community College