Project Manager Customer Service

Janis Martin

Hull, MA ***** 915-***-**** adznio@r.postjobfree.com linkedin.com/in/janis-m-martin/

Service & Project Manager

Passionate professional with over twenty years service experience with 10+ years mentoring, coaching, and administration. Highly organized and analytical with strong attention to detail and ability to manage multiple priorities to consistently meet deadlines. Outstanding interpersonal skills with talent for cultivating relationships with clients, contractors, leadership, and other colleagues. Clearly convey complex information while thriving in a remote work environment. Accomplished at resolving escalated service issues.

●Sales Management

●Escalated Issue Resolution

●Team Development

●Cross-functional Collaboration

●Remote Coaching & Training

●Remote Presentations

●Adaptive Work Style

●Relationship Cultivation

●Event Planning/Coordination

PROFESSIONAL EXPERIENCE

THRASIO, Boston, MA, 2020 - 2023 // Revenue Account Associate / Customer Obsession Escalation Manager

Expertly handling escalations from CSRs to ensure 100% customer obsession. Championing white glove service to business leaders. Collaborating with brand management and other key stakeholders to ensure seamless processes. Developing new policies and processes to align teams within the organization.

●Ambassador for B2B beginning-to-end brokerage, supporting world-class products and superior service.

●Primary developer for Seller Central for COAs training, edited resource video, with positive participant reviews.

●Reduced the cost of replacements by collecting data, preparing analysis, and presenting findings and solutions to stakeholders through intra-departmental coordination.

●Initiated cost-saving program with Product Launch & Supply Chain teams, establishing a needed collaboration with the Customer Obsession team.

●Fostered cross-functional relationships to become the trusted source for customer service inquiries; resulted in quicker turnaround time for escalations.

VISTA HIGHER LEARNING, Boston, MA, 2018 - 2020 // Senior Customer Support Supervisor

Served as primary point-of-contact with direct client and business-to-business communication. Provided support to client and facilitated key stakeholder needs using multiple web and software-based communication and information programs. Trained and managed a small team of up to 6 seasonal employees.

●Provided space for team members to discover opportunities for accomplishment or improvement through highlighting review cases, offering feedback, and listening for pain points.

●Built cross-functional relationships with sales, marketing, accounting, and upper management teams and empowered seasonal employees to utilize all resources.

●Developed and implemented program for improving specialist efficiency and workflow.

●Improved customer interactions by fostering internal and external relationships.

●Served as chairperson of the Wellness Committee for the organization, inspiring more initiatives for mental health and physical well-being.

THE PRINCETON REVIEW, El Paso, TX, 2010 - 2017 // Master Trainer / Territory Manager

Served in multifaceted role in driving enrollment, conducting training, and developing content for college preparatory courses; key liaison with administrators, faculty, parents. Managed event planning & coordination duties.

Key Accomplishments:

●Managed 10 teachers in the El Paso I.S.D., approving lesson plans, observing lessons, and offering continuous coaching and training in the Master Trainer role.

●Created scenario-based learning and role-play to increase impact of training in addition to supplied materials.

●Led the development and delivery of 100+ presentations on topics ranging from college admissions and in-class workshops to teacher trainings in the Princeton Review curriculum.

●More than doubled enrollment in test preparation and college admissions courses throughout the West Texas Territory in only six months through effective outreach to schools, students, and families.

●Effortlessly coordinated intricate volunteer event which included ensuring the safety of minor students, detailed work schedules, organizing food service, and facilitating charitable contributions to the prestigious national organization.

NONPROFIT EXPERIENCE

FRIENDS OF WOMEN’S STUDIES El Paso, Texas 2012-2014 // Board Member and Intern

Initiated as a founding board member for this nonprofit organization whose mission was offering paid internships to students who were enrolled in at least one Women’s Studies course. Affording 5-10 participants per semester the opportunity to gain community awareness and involvement with the UTEP Women’s Studies Department or one of its partner organizations.

●Led sales and fundraising efforts on and off campus to drive primary requisitioning of funds.

●Engaging with partner nonprofit organizations to develop internship opportunities & manage relationships.

●Donating hundreds of hours to promote and sustain the organization.

THE JUNIOR LEAGUE OF EL PASO, El Paso, TX, 2010 - 2013 // Project 2013 Member

Collaborated on project providing mentoring and guidance to prepare young women for entry into college and the work force.

●Developed mentorship relationships; guided 15 at-risk students in graduating high school and obtaining college scholarships, including awards from the prestigious Gates Millennium Scholar Program.

●Assisted students in researching and applying for scholarships, completing applications, and writing essays.

●Provided coaching on college and life skills, job procurement, work professionalism, and appropriate social media engagement.

TECHNICAL SKILLS

Microsoft Office (Word, Excel, PowerPoint, Teams, OneNote), Google Workspace (Docs, Sheets, Slide, Forms), Slack, Zoom, Salesforce, Dropbox, E-Commerce(Shopify, Amazon Seller Central), Monday.com, Guru.

EDUCATION

Bachelor of Arts in Multidisciplinary Studies, Sociology, Women’s Studies, & Philosophy, 2017

The University of Texas at El Paso

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