Zakeya Martin
Woodstock,GA
Summary
Proven in enhancing customer satisfaction and team efficiency, my tenure at VXI Global Solutions LLC showcased my adeptness in complaint handling and de-escalation techniques. By implementing strategic solutions and fostering client relationships, I significantly improved resolution rates. My leadership in recruitment and development at OneBlood further highlights my assertiveness and goal-setting abilities, driving notable internal promotion increases.
Overview
16
16
years of professional experience
Work History
Tech Support Escalation Specialist (Remote)
VXI Global Solutions LLC
College Park, GA
08.2020 - Current
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
Recruitment and Development Manager
OneBlood
Orlando, FL
05.2015 - 06.2020
- Organized company-wide training sessions on topics such as effective communication skills or conflict resolution techniques to enhance overall team efficiency.
- Streamlined recruitment processes by implementing a comprehensive applicant tracking system.
- Increased internal promotions by creating clear career development pathways and mentoring initiatives.
- Developed customized interview guides for hiring managers, ensuring consistent evaluation criteria across departments.
Assistant Store Manger
AT&T
Atlanta, GA
01.2009 - 02.2015
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
Education
Business - Management
Florida Agricultural And Mechanical University
Tallahassee, FLSkills
- Complaint Handling
- De-Escalation Techniques
- Assertiveness
- Goal Setting and Achievement
- Complaint Investigation
- Customer Service
- Multitasking Abilities
Timeline
Tech Support Escalation Specialist (Remote)
VXI Global Solutions LLC
08.2020 - Current
Recruitment and Development Manager
OneBlood
05.2015 - 06.2020
Assistant Store Manger
AT&T
01.2009 - 02.2015
Business - Management
Florida Agricultural And Mechanical University