Remote Only-Technical Support, Account Manager, Customer Support

Candi Martin

************@*****.***

650-***-****

OBJECTIVE:

An experienced leader seeking to leverage my professional expertise with a company that will best utilize my skills. A position that is challenging at times, yet allows me to learn and excel, hopefully with opportunity for future advancement. QUALIFICATIONS:

- Real world professional working experience and efficiency at building/maintaining client relationships.

- Highly motivated, enthusiastic demeanour, hard working, can-do attitude, with excellent verbal & written communication skills.

- Great office/staff organization and prioritizing, with a talent for problem solving, efficiency, and great phone etiquette.

- Proficient in Oracle, ServiceNow, Microsoft Office, Adobe, SAP/CRM, and SalesForce. WORK EXPERIENCE:

11/2022-Current

Confidential, Hybrid Account Manager:

Manage B2B portfolio of 37 clients each with internal business valued of $75k - 150k. Communicate with clients to ensure that all of their needs are understood and addressed. Build strong client relationships to maintain old business and acquire new customers. Collaborate with various internal departments to ensure that they fulfill all customer requests. Act as the client’s representative to ensure that their demands are met with a focus on improving the customer experience. Formulate yearly contracts while generating new sales. Collect and analyze data concerning consumer behavior to understand changing needs. 10/2021-10/2022

CPrime, Apple- Hybrid GPS Field Technician/Tech Support 2: Responsible for handling software and hardware Tier2 support escalations for GPS mapping on an international timeline. Resolving technical issues in an efficient and effective manner along with the maintenance, testing, and repair of data collection devices hardware and software. Project Completed.

1/2020-9/2020

Red Oak Tech, Fujitsu - Technical Support Engineer- Remote: Provide extensive and accurate remote technical support to long-time customers of electronic products and software over Windows and Mac OS's. Troubleshoot user and network issues via telephone and remote sessions. Order entry. Document and execute health checks on hardware, software, plug-ins, and operating systems. Perform software and hardware upgrades and installations. Daily use of ServicNow and Oracle. Covid-19 Layoff. 2016-2018

BC Forward/Accenture, Google –Hybrid Technical Support Client-facing assistance with product inquiries and support, service information, billing inquiries, order processing, and technical support issues in a fast paced, diverse technology environment (via phone/Skype/email/chat). Assisted with the training of new hires. Troubleshoot Support Queue for escalations calls/emails for the team. Manage an individual ticket queue of 100+ clients per week. Understand the customer’s needs and fix their issues. Ensure excellent customer satisfaction through excellent customer service. Monitor tier 1 and 2’s SLA and track other efficiency matrix. CRM and SAP training for product orders and service orders. Daily use of SAP and CRM.

2015-2016

Intelicare Direct - Senior Member Care Representative: Respond to high volume, detail oriented inbound/outbound calls and inquiries. Maintain and update customer records over multiple software systems. Resolve customer's issues by clarifying the customer's complaint; educate the customer on product and features; determining the cause of the issue; selecting and explaining the best solution to solve the issue; expediting correction or adjustment following up to ensure resolution. Assist with the training of new hires. 1999-2007

US ARMY - Supply Clerk/Automated Logistics Specialist: Maintains automated inventory system for military supplies and equipment. Receive and inspect inventory, load/unload, sort/store, issue, deliver, and receive turn-in of supplies and equipment. Issue, receive, secure, and control weapons and ammunition in security area. Prepare and maintain all unit/organizational supply documents and files. Schedule and supervise the performance of preventive maintenance on weapons, equipment, and transport vehicles. EDUCATION:

Trinity College, San Jose, CMT, 2004

College of San Mateo, General Studies, 2009