Open to opportunities

Webster Ian Martin

@websterianmartin

Customer Service & CRM Data Specialist with 19+ yrs in telecom & AI automation. Expert in Power BI, process optimization, & MBA candidate.

Kuwait

Message

What I'm looking for

I am seeking a remote Business Analyst, Data Analyst, or Customer Experience Operations role where I can apply 19+ years of cross-functional experience in telecom and digital transformation.

I am a Customer Service Specialist and CRM Data Analyst with over 19 years of experience translating customer interaction data into measurable operational gains. Currently completing an MBA in Digital Transformation at IE University, I excel at connecting frontline customer insights with strategic goals for sales, marketing, and operations teams.
Core Strengths & Impact:
Process Improvement & Efficiency: Redesigned communication workflows to cut average handling time by 15%, streamlined customer onboarding to reduce turnaround time by 20%, and maintained a 95% CSAT rate across enterprise accounts.
CRM Analytics & Revenue Growth: Analyzed customer trends to drive a 10% increase in upsell opportunities and built data-backed presentations that raised sales pitch success by 30%.
AI & Automation: Skilled in B2B lead generation, automated scraping workflows, generative AI content production, and complex data wrangling for client dashboards.
Technical Stack & Toolkit: Microsoft Power BI, IBM Cognos, Excel, CRM/ERP Systems, Agile Fundamentals, Six Sigma & Operational Excellence, AI Automation Workflows.
I am driven by helping organizations streamline operations, elevate customer experience, and make data-backed decisions through analytics and modern AI workflows.

Experience

Work history, roles, and key accomplishments

Current

Freelance, Automation & Data Specialist

Current

Freelance

Jan 2024 - Present (2 years 8 months)

Sourced, verified, and enriched targeted B2B lead lists using automated scraping and enrichment tools, increasing client prospect reach and response rates.
Designed and implemented custom automated workflows to streamline repetitive business operations, reducing manual data entry and processing time for remote clients.

Project Management CRM Microsoft Office Stakeholder Management Customer Service Account Management English

Current

Customer Service Specialist

Current

Zain Telecommunication Company

Jan 2009 - Present (17 years 8 months)

Analyzed customer interaction data to redesign communication workflows, cutting average handling time by 15% and improving service efficiency.Tracked and reported on account-level performance data to sustain a 95% customer satisfaction rate across a large accounts portfolio.
Identified patterns in customer inquiries to design targeted training programs to reduced escalations.

Excel Project Management CRM Microsoft Office Customer Service Account Management English

Corporate Business Analyst

Gulfnet Communication Company

Oct 2005 - Jan 2009 (3 years 3 months)

Applied data analytics to identify customer behavior trends, driving a 10% increase in upsell opportunities.Designed and implemented a streamlined customer onboarding process, reducing onboarding time by 20% and lifting CSAT scores by 15 points.Built customized, data-backed sales presentations for key client needs, contributing to a 30% increase in successful sales pitches.

Excel Project Management CRM Microsoft Office Customer Service Account Management English

Education

Degrees, certifications, and relevant coursework

IE University

Master of Business Administration (MBA), Digital Transformation

2023 -

Activities and societies: Business Analytics Club, Digital Transformation Workshops, Data Visualization Seminars

Completed hands-on coursework and certifications focused on Power BI, advanced data analytics, and digital business strategies. Bridged technical execution with business strategy to optimize organizational performance and operational efficiency.

Polytechnic University of the Php

Bachelor of Business Administration (BBA), Marketing

1998 - 2002

Activities and societies: Marketing Society, Student Business Association

Focused on core marketing principles, market research, consumer behavior, and sales strategies. Built foundational skills in data-driven decision-making and cross-functional team collaboration.