Latosha Martinez

5832 Sierra Cliff St

North Las Vegas, NV 89031

720-334-0601

lamart07@gmail.com

Objective:

 

To secure a position within a company that will encourage personal and professional growth as well as provide me with new challenges and knowledge.

 

 

Experience and Qualifications:

 

●         Train all new LNP Helpdesk agents on ticketing, phone calls, troubleshooting, customer service skill, expedites, how to handle outages, how to open event tickets and SLAs for the various issues that are handled under LNP ticketing

●         Part of the oncall/after-hour Outage Escalation rotation.

●         Testing on new releases and new processes.

●        Rewrote process documents for internal use as well as customer friendly documents.

●        Ability to meet and exceed metrics in which we are rated on.

●        Came up with multiple processes to ensure that team was meeting quality checks and providing a great customer experience

●        Pulled multiple reports on a weekly and monthly basis to ensure that team is meeting goals

●        Weekly call with Vendor. Provide additional coaching to vendor and LNP Helpdesk agents regarding process error feedback

●        Ability to work multiple escalations in a timely and professional manner

●        Provided excellent customer service to internal and external customers

●        Boosted team performance by helping individuals meet production goals

●        Monitored associates and provided assistance when and where needed

●        Schedule and confirm appointments for new customer installations and for service calls

●        Efficient with time management, highly organized, work with minimal to no supervision, self starter, flexible to the needs of the business.

 

 

Professional Experience:

 

Level 3 CommunicationsBroomfield, CO

Contractor on LNP HelpDeskJune 2011 to April 2012

LNP Helpdesk, Provisioner IApril 2011 to August 2013

LNP Helpdesk, Team LeadAugust 2013 to November 2014

LNP Helpdesk Provisioner IINovember 2014 to Present

 

 

Buffalo Wild WingsAurora, CO

ServerMarch  2011 to June 2011

 

Knowledge BeginningsEnglewood, CO

Assistant TeacherJanuary 2011 to June 2011

 

 

Little Ones Learning CenterAurora, CO

Teacher’s AideFebruary  2010 to November 2010

 

Brother’s BBQLakewood, CO

Shift Leader/Cashier/ServerFebruary 2009 to February 2010

 

TargetLakewood, CO

Customer Service RepresentativeNovember 2007 to January 2009

 

Gordo’s Mexican Restaurant                                          Lakewood, CO

Server and hostess              May 2007 to August

 

Laguna’s Mexican RestaurantWestminster, CO

Server/HostessMay 2006 to May 2007

 

WM Inc. Trinidad, CO

No title November 2005 to May 2006

 

 

Achievements:

Customer accolades: Excellent customer service, High CSAT scores, On-call for LNP Helpdesk and Projects, Trained 18 people who have served on the LNP Helpdesk, Trainer for Ops Academy agents who are on rotation, Organize team building events

 

 

Education:

 

●         Level 3 Baseline Training2013

●         Level 3 Leadership Training2013

●        Northglenn High School 2003 to 2007

●        GED 2007

●        Attended Colorado Technical University 2007

o         Majoring in Business Management and Accounting

 

 

 

Excellent References upon request