Martina Nelson
Ladson,SC
Summary
Results-oriented Team Manager specializing in leadership development and customer service. Led teams in optimizing processes and implementing training programs to enhance service delivery. Experienced in technical support, focusing on problem-solving and effective communication. Improved customer service through staff training and operational improvements.
Overview
11
11
years of professional experience
Work History
Technical Expert
T-Mobile
North Charleston, South Carolina
10.2022 - 11.2025
- Provided expert support for customers regarding technical issues and service inquiries.
- Collaborated with cross-functional teams to enhance product knowledge and service delivery.
- Trained staff on new technologies and customer service best practices.
- Analyzed technical problems to develop effective solutions for service improvement.
- Assisted in implementing system upgrades and troubleshooting network issues.
- Maintained documentation of technical procedures and customer interactions diligently.
- Optimized database queries for improved efficiency and scalability.
- Identified and resolved technical issues related to software applications.
Account Expert
T-Mobile
North Charleston, South Carolina
11.2018 - 10.2022
- Provided expert support for customers regarding technical issues and service inquiries.
- Collaborated with cross-functional teams to enhance product knowledge and service delivery.
- Maintained documentation of technical procedures and customer interactions diligently.
- Documented procedures for installation, configuration, troubleshooting, and upgrading of software applications.
- Identified and resolved technical issues related to software applications.
- Assisted customers with account inquiries and service changes.
- Guided customers through billing issues and payment processes.
- Educated customers on products and services for better usage.
- Collaborated with team members to resolve complex customer issues.
- Addressed customer complaints with empathy and effective solutions.
- Trained new hires on account management procedures and best practices.
- Maintained up-to-date knowledge of industry trends and best practices.
- Provided technical support and advice to customers on financial accounts.
- Resolved customer account issues in a timely manner, ensuring customer satisfaction.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Team Manager
IHG - InterContinental Hotels Group
North Charleston, South Carolina
08.2014 - 11.2018
- Led a diverse team of 15 members, fostering a collaborative and high-performance culture.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Established team goals and tracked progress, modifying strategies to achieve targets.
- Implemented strategic team objectives aligned with company goals, increasing productivity.
- Encouraged continuous learning and professional development within the team, facilitating external and internal training opportunities.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Conducted regular performance evaluations, providing constructive feedback and personal development plans.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Oversaw the recruitment, onboarding, and training of new team members, ensuring a quick adaptation to company standards.
- Provided regular reports to senior management on team performance, challenges, and strategic recommendations.
- Implemented quality control measures to uphold company standards.
Education
Associate of Arts - Business
BBS Trier
Germany08-1995
High School Diploma -
Pestalozzi HS
Germany07-1992
Skills
- Technical support
- Database optimization
- Problem solving
- Effective communication
- System troubleshooting
- Team building and mentoring
- Leadership development
- Customer service
- Systems analysis
Languages
German
Native/ Bilingual
Timeline
Technical Expert
T-Mobile
10.2022 - 11.2025
Account Expert
T-Mobile
11.2018 - 10.2022
Team Manager
IHG - InterContinental Hotels Group
08.2014 - 11.2018
Associate of Arts - Business
BBS Trier
High School Diploma -
Pestalozzi HS