Summary
Overview
Work History
Education
Skills
Timeline
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Kelli Martin

Kelli Martin

Little River,SC

Summary

Seasoned Technical Advisor with over 14 years of experience overseeing IT documentation to provide pivotal technical assessment and advisory services. Go-to resource for technological standards and expectations, certifications and mandatory clearances. Expert oversight for handling critical technology education, ad-hoc security, infrastructure monitoring and project completion. Extensive background monitoring up-to-date minimum thresholds for streamlined technological quality and security. Multi-tasking Team Leader well-known for executing successful, new customer service initiatives. Creates dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors struggling workers to achieve overall team success.

Overview

14
14
years of professional experience

Work History

Technical Advisor

KellyConnect, Mac
09.2019 - Current
  • Operated multiple electronic systems in order to resolve customer issues and concerns
  • Able to assist clients through an online chat support network
  • Maintained a professional level of customer service in difficult situations
  • Worked with multiple electronic devices including phones, computers, Apple TV, AirPods and Watches.
  • Served as primary point of contact for triaging technical issues.
  • Enforced use of prescribed technical procedures, designing monitoring protocols to confirm compliance with guidelines.

Engagement Specialist II

Startek
05.2017 - 09.2019
  • Operated multiple electronic systems in order to resolve customer issues and concerns
  • Able to assist clients over the phone and through an online chat support network
  • Maintained a professional level of customer service in difficult situations
  • Handled escalations as well as came up with development plans for employees to keep improving their key performance increments.

Supervisor

Barnes and Noble Cafe
11.2016 - 04.2017
  • Was the manager on duty for many shifts, which let me experience how to handle difficult scenarios
  • Was a part of scheduling and inventory.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Set overall vision and provided team leadership.

Education

Bachelor of Science - History

Southern New Hampshire University
Hooksett, NH
05.2024

Associate of Science - History

Walters State Community College
05.2016

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Sevier County High School
2010

Skills

  • Professional Skills
  • Navigating Computer systems : Expert
  • Microsoft Office : Advanced
  • Customer Service: Expert
  • Creating Workflows
  • Technical Presentations
  • Technical Support Triage
  • Professional Relationships
  • Client Rapport-Building

Timeline

Technical Advisor

KellyConnect, Mac
09.2019 - Current

Engagement Specialist II

Startek
05.2017 - 09.2019

Supervisor

Barnes and Noble Cafe
11.2016 - 04.2017

Bachelor of Science - History

Southern New Hampshire University

Associate of Science - History

Walters State Community College

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Sevier County High School
Kelli Martin