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Ken Martinez

@kenmartinez

Web Operations Specialist at eClerx who handles 35 weekly website requests and maintains SLA targets above 95%.

At eClerx, I handle an average of 35 live website modification requests each week, working with clients in real time and maintaining SLA targets above 95%. I also build SEO-focused service area pages and make content, responsive layout, and CSS updates.

I test production websites across browsers and devices before deployment. My work earned a 99.98% KPI score and department-wide Top Performing Agent recognition; I’m also a Duda Certified Platform Specialist.

Experience

Work history, roles, and key accomplishments

Current

Senior Analyst – Web Designer

Current

eClerx

Apr 2025 - Present (1 year 7 months)

Handles an average of 35 live website modification requests weekly, collaborating with clients via Zoom to implement changes in real time while maintaining SLA targets above 95%. Builds SEO-focused service area pages and executes content updates, responsive layout improvements, image optimization, form creation, and CSS customizations across production websites.

Duda Thryv HTML5 CSS JavaScript Responsive Design SEO Cross browser QA Image optimization Form Development Client Communication Requirements Gathering Technical Problem Solving

Customer Experience Agent

Alorica

Dec 2024 - Mar 2025 (3 months)

Delivered customer support via CRM systems while consistently exceeding quality and productivity targets, earning the team's Highest CSAT Score and Rookie of the Year recognition. Partnered with cross-functional teams to resolve customer issues efficiently.

CRM Customer Support Client Communication Cross Functional Collaboration Problem Solving