Martha Wilson Email & Phone Number

Fairhope, Al

Manage Contract Customers. Generate incoming projects and provide quotes for work to be performed. Worked to generate standard operating processes for Production, Sales and Purchasing. Attend trade shows to further develop relationships with customers. Manage Customers work in the shop to ensure their critical path items are addressed in a timely manner. Worked within purchasing department in addition to my other duties to purchases parts required for all projects in house within the time frame needed to meet production schedules.

Pensacola, Florida

Perform requirements gathering and analytical techniques, current system documentation, define current business process and gaps across multiple departments working with a team of stakeholders. Development of implementation plans, development of requirements, and key analytical troubleshooting. Lend support to various business teams as necessary during project delivery. Communicate effectively in both verbal (i.e. day-to-day discussions, team meetings) and written (requirements and design specifications) form, as well as have an overall ability to be clear and concise in all communications. Accurately determine, assign, track and manage project task, activity, documentation, time information per internal standards. Accurately assess the risks associated with each solution design/project. Support the development of team members from a professional and technical level. Travel as necessary, and perform additional job-related duties as requested.

Directed the daily assignments and activities of a 17+ service representative team. Reviewed metrics in order to determine how to better support global customers and decrease service level times. Built a low turnover team through proper coaching and training, in addition to ongoing performance reviews and opportunities for development. Recruited key team members to support growing vision.Key Accomplishments:• Improved service factor from 82% to a consistently maintained 96%+.• Recommended and received approval from executives to have service labs during the annual customer conference.o Efforts enabled customers to speak to service representatives, programmers, and service management about issues. o Voted by customers as one of their favorite additions to the conference.• Implemented metrics for calls closed on 1st contact and achieved an average of 57% over tenure as Service Manager.

Led a team in the delivery of customer support within a global network. Worked alongside team members during escalated calls and complicated issues. Resolved cases quickly and completely, while identifying opportunities for improvements and new best practices.Key Accomplishments:• Created and maintained a detailed knowledge base for customer FAQ’s.• Implemented training for new software features per release to ensure proper utilization.

Answered a high volume of inbound calls for clients with hardware and software issues. Collaborated with customers as well as the Customer Support team, programmers, and installers during technical conversations. Collected and presented recommendations to management to enhance customer service levels and to build best practices.Key Accomplishments:• Recognized for having the highest percentage of calls answered/resolved.• Defined priorities for customer issues and their estimated resolution times• Documented process to upgrade customer’s software and implemented an upgrade schedule.

Birmingham, Alabama Area

Responsibilities include hardware and software installation and training for new General Motors, Ford and Nissan DCS clients, via telephone. Responsible for setup of General Motors Intranet. Responsible for daily support for DCS clients. ETraining for Finance & Insurance clients.

Birmingham, Alabama Area

Responsibilities included support of parameter driven applications generated by the client. Served as telephone liaison between clients, programming staff, and specification writers in interpreting the client's software requests. Provided programming and operational support via telephone and in on-site classes. Responsible for quality assurance for Total Remittance processing software. Responsible for production of TRPL releases.