Gerson Martinez
@gersonmartinez1
I improve customer retention and service delivery across SaaS, eCommerce, hosting, and telecommunications.
El SalvadorWhat I'm looking for
At GlamArt, I own end-to-end service delivery for platform, professional, managed, and support services, maintaining sub-90-second initial responses and 60–90-minute resolutions. I manage 25–40 weekly escalations, lead account reviews, and helped increase new client accounts by 25% in four months.
Previously at HostPapa, I handled 45+ daily customer interactions across WordPress, hosting, VPS, DNS, SSL, email, and FTP/SFTP, taking issues from initial report through root-cause resolution. I also guide customers through migrations, onboarding, and hosting configuration.
Across TELUS International, Convergys, and Teleperformance, I've combined consultative sales, technical support, billing support, and account management to build trust, retain customers, and resolve complex service issues in high-volume remote environments.
Experience
Work history, roles, and key accomplishments
Customer Success & Service Delivery Specialist
GlamArt
Nov 2021 - Present (4 years 9 months)
Owned end-to-end service delivery, maintaining sub-90-second response times and 60-90 minute resolutions. Managed 25-40 escalations weekly and led a campaign that increased new client accounts by 25%.
Provided technical support for WordPress, hosting, DNS, SSL, and email, handling 45+ daily interactions. Diagnosed and resolved hosting issues, guided migrations, and educated customers on best practices.
Sold internet, home phone, and long-distance services to residential customers, achieving a 45% conversion rate. Managed the full sales cycle and maintained CRM records.
Supported AT&T Mobility and DIRECTV customers with billing, technical issues, and account management, maintaining a 97% CSAT score. Resolved disputes and upsold programming and plans.
Supported FedEx customers with shipment tracking, freight inquiries, and claims in a high-volume call environment. Collaborated with internal teams to resolve delivery exceptions.
Assisted customers with hotel reservations, itinerary changes, and travel planning. Provided consultative recommendations that increased premium bookings.
Education
Degrees, certifications, and relevant coursework
Universidad de El Salvador
Law Studies, Law
Completed coursework in law studies without graduating.
Tech stack
Software and tools used professionally
Availability
Location
El SalvadorAuthorized to work in
Job categories
Skills
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