Marcus Martinez Email & Phone Number

Ogden, Ut, Us

As part of my role, I established close collaboration with Product Owners from multiple companies, aiming to drive the success of our platform.

As part of my role, I established close collaboration with Product Owners from multiple companies, aiming to drive the success of our platform.• Led the integration of an automated AI system into our ticketing system, bringing about a revolutionary change in ticket resolution. Working closely with a third-party team, we crafted customized response workflows and ensured the project's smooth and efficient execution. Over the course of a year and a half, our efforts led to the creation of 8 new responses that effectively resolved a total of 1,062 tickets, significantly enhancing our ticketing system's performance and customer satisfaction.• By prioritizing client satisfaction and well-being as a core objective, I achieved a remarkable customer satisfaction rating (CSAT) of 98% throughout the entirety of 2022. During that period, I successfully resolved a total of 1,402 tickets, further solidifying the positive feedback from our valued customers.• Escalated and prioritized incidents for our engineering team, ensuring efficient resolution while keeping clients well-informed about any outages. Additionally, I successfully reported and resolved over 400 Jira tickets, handling them from start to finish.• Collaborating with esteemed accounts within our company, including New York Life, MassMutual, Edward Jones, Prudential, Equitable, Northwestern Mutual, JPMC, and Wells Fargo. Throughout this engagement, I maintained regular weekly meetings where we provided updates to the product manager and product owners. By fostering strong partnerships and ensuring effective service to these premier enterprise accounts, we consistently met their needs and delivered value.• Led team projects focused on updating internal documentation utilizing Confluence. Optimized our presentation decks for premier clients by leveraging analytics gathered from our ticketing systems. Additionally, I maintained project organization by monitoring progress on Trello to ensure a smooth workflow.

As a Support Agent, I engage with customers through various channels, including email, telephone, and screen-share conferencing, to provide effective and comprehensive assistance.• Continuously exceeding industry benchmarks, I consistently attained exceptional levels of customer satisfaction. In 2020, I upheld a remarkable 98% customer satisfaction rate, and I further elevated it to an impressive 98.6% in 2021. These outstanding results were achieved across a total of 3,377 tickets over the two-year period. Measured through essential key performance indicators such as First Response Times (FRTs), Customer Satisfaction (CSATs), and Customer Effort Score (CES).• Conduct thorough troubleshooting by leveraging the power of Splunk and Sumo Logic to pinpoint the root cause of issues. Analyze code meticulously to identify and resolve errors or bugs effectively.• Collaborate closely with Customer Success Managers and Executives to establish strong partnerships and effectively serve enterprise accounts.• Created and updated internal knowledge base content utilizing Confluence, ensuring comprehensive and easily accessible information for the organization.• Effectively triaged medium to high-level incidents in collaboration with our Engineering, Solutions Delivery, and Product teams. This involved leveraging escalations and JIRA to ensure prompt and efficient resolution of the issues at hand.• Collaborated with marketing teams from Fortune 100 and 500 companies to support the expansion of their digital presence.

Salt Lake City, Utah

As a member of the outreach team, I actively drive end-user product engagement and adoption by delivering comprehensive education, coaching, and training initiatives.•Played a key role in implementing Salesforce as a tracking tool for the team, facilitating a seamless rollout process and sharing best practices for its effective utilizationAttended conferences and engaged with agents, delivering insightful presentations about our product to promote awareness and understanding.• Identified solutions and provided training to team members on best practices, ensuring that they were equipped with the knowledge and skills to excel in their roles.• Attended conferences and engaged with agents, delivering insightful presentations about our product to promote awareness and understanding.• Played a pivotal role in empowering clients by providing them with the tools and guidance they need to initiate and execute highly impactful social media strategies through our platform. By leveraging our platform's capabilities, clients gain the confidence and ability to create and implement strategies that drive significant results in their social media presence and performance.

Ogden

I supervise business development and revenue growth by overseeing core aspects of operations, including resource allocation, customer service, and daily activities.•Prioritize customer needs and strive to sustain high satisfaction ratings for return business; reached 80% positive feedback from clients with information extracted from surveys and scorecards.• Drive productivity and efficiency by distributing responsibilities based on operational needs and equipping 100+ staff with the knowledge and techniques to excel. Promote a results-focused team culture and utilize several coaching methods to produce results.• Held the responsibility of overseeing financial matters, including monitoring cash holdings of $4K+ and maintaining a safe containing funds up to $100K. I diligently evaluate assets and maintain accurate and meticulous records. Additionally, I ensured the proper balancing of cash drawers and diligently completed all necessary closing activities to uphold financial integrity and compliance.

Bachelor Of Science - Bs, Criminal Justice And Corrections

Minor, Communication And Media Studies

Associate'S Degree, General Studies