Sabrina Martin
Technical Support Expert
Smyrna
Summary
Tech-savvy and customer-focused Support Specialist with over 3 years of experience in troubleshooting technical issues, providing high-quality customer service, and improving processes in fast-paced, customer-centric environments. Skilled in mobile software (iOS and Android) support, utilizing tools like Zendesk and Splunk for issue tracking, resolution, and customer interaction. A naturally curious problem solver dedicated to comprehending complex issues, presenting clear solutions, and advocating for customers to enhance their overall experience.
Overview
13
13
years of professional experience
Work History
Tech & Customer Support Specialist
Asurion inc
06.2021 - Current
- Delivered technical support via live chat and phone, specializing in troubleshooting mobile network issues, software and app-related issues for iOS and Android devices, ensuring a seamless customer experience.
- Provided clear and accessible technical guidance, ensuring users understood features and solutions tailored to their needs
- Maintained accurate documentation of inquiries and resolutions to support internal processes, identify trends, and enhance support efficiency
- Thrived in a fast-paced, multitasking environment, consistently meeting service level targets while delivering exceptional customer experiences
- Collaborated with cross-functional teams to analyze patterns in customer issues, contributing to proactive solutions and improved service quality
Client Relationship Manager
Watts Marketing Services
12.2015 - 06.2021
- Delivered exceptional service and solutions to clients in a high-volume, dynamic environment.
- Monitored and managed compliance concerns by utilizing exceptional interpersonal, analytical, written, and verbal skills.
- Collaborated with cross-functional teams including sales, marketing, and compliance management to align resources and deliver exceptional service and support to clients.
- Developed and maintained strong relationships with clients to ensure satisfaction and retention.
- Maintained customer loyalty to promote continued business growth.
- Analyzed market trends, competitor activities, and industry developments to identify new business opportunities and formulate strategies to expand the customer base.
Account Executive
Watts Marketing Services
11.2011 - 12.2015
- Identified service expansion opportunities and provided detailed recommendations to senior management by collaborating with current clients
- Increased customer portfolios through proactive cold calling, door-to-door sales, and B2B initiatives
- Enhanced revenue from existing accounts by delivering exceptional customer service and implementing successful sales strategies
- Maintained customer accounts with 98% satisfaction rate by ensuring accurate and up-to-date information and resolving issues promptly
Education
Associate Degree - Business Management
Max-Hachenburg-Schule
Mannheim, GermanySkills
- Collaborative team player
- Problem-solving
- Excellent verbal and written communication
- Customer service excellence
- Active listening
- Time management
- Ticket management
- Attention to Detail
- Quality Control
- Process Improvement
- Remote Support
- Mobile Operating Systems
- Mobile App Support
- Troubleshooting
Timeline
Tech & Customer Support Specialist
Asurion inc
06.2021 - Current
Client Relationship Manager
Watts Marketing Services
12.2015 - 06.2021
Account Executive
Watts Marketing Services
11.2011 - 12.2015
Associate Degree - Business Management
Max-Hachenburg-Schule
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