T I N A M.

M A R T I N
1616 W First Street
Aberdeen, Washington 98520

360.268.3306
Connect2TMM@gmail.com

Accomplished professional with 14+ years experience in utilizing coaching competencies to grow and develop
staff, a proven track record for implementing quality programs, training and innovative solutions to resolve
problems, improve service, and upgrade and expand operational capabilities. Motivated leader known for the
ability to communicate, coach, train, and mentor top-performing individuals and teams to achieve service
excellence. Seasoned public speaker and meeting facilitator.
Contributing areas of expertise include:

Program Management
Conflict Management
Productivity Improvements
Vendor Management

Time Management
Staff Development
Program Implementations
Training and Devlelopment

Project Planning
Public Speaking
Coaching
Budget Management

PROFESSIONAL EXPERIENCE
Coach, Trainer and Consultant
April 2008 Present
Tina M. Martin, ACC
Serve as a Communication and Leadership Development Coach to enhance communication and
transform conflict into innovation. Act as a consultant to companies implementing or restructuring
call center teams.
Developed Coaching for Leaders program to train leaders to coach staff and increase job performance
Contracted by National Council Architecture Registration Board to conduct an in-depth analysis of all
systems and service areas to identify issues, call routing blocks, and impediments to quality service;
recommendations realized across-the-board improvements in customer service, call handling, and
member satisfaction
Executive Assistant to CEO
July 2012 July 2014
Pacific Mountain Workforce Development Council (PacMtn)
Tumwater, WA
Hired as part of the Executive Leadership Team to manage day-to-day administration and Board
initiatives. Responsibilities include assisting CEO, coordinating board activities, managing website, IT
services, SKIES Administrator for the Pacific Mountain Region and overseeing special projects as assigned.
Coordinated all aspects of office relocation, including IT services and infrastructure
Call Center Manager
Aug 2009 Dec 2011
Municipal Securities Rulemaking Board (MSRB)
Alexandria, VA
Key member of the team recruited to launch a new outsourced call center for a highly regulated and
complex system of programs and services. Responsible for program management, including oversight of
vendor, training, knowledge development, process development and documentation of standard operating
procedures, quality monitoring and user survey programs. Utilized Agile methodology to work with product
development team for required system improvements affecting call center operations.
Led a gap analysis study and developed training plan to increase knowledge of front line agents; Resulted
in a 25% increase in First Call Resolution and an average of 4.7 out of 5 user satisfaction response score
Developed and implemented Score Card to track vendor/client performance in key areas and identify
strategic initiatives to improve service delivery - vendor score increase from 3.1 in May 2010 to 4.2 out of 5
in August of 2011. MSRB consistently received a 4.5 or higher score from vendor
Director, Information Central
Feb 2004 Mar 2008
The American Institute of Architects
Washington, DC
Brought in to restructure and improve performance of a multi-function customer support center for a
professional association of over 83,000 members. Developed and oversaw programs and resources to
ensure member satisfaction, implemented new policies and procedures, worked with all levels of staff
throughout organization and completed special projects as assigned by COO. Responsible for developing
and overseeing the departmental budget and working with senior management to develop strategic plan
aligned with organizational goals.
Revitalized the technical support and member services support center with high turnover, excessive wait
times, and poor customer service into a state-of-the-art contact center with quality staff.

TINA M. MARTIN

360.268-3306

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Developed and implemented a comprehensive performance metrics plan and monitoring system to

measure quality and coach agents towards individual and team goal achievement improved quality by an
average 25% within the first 12 months
Introduced a series of infrastructure improvements from systems to staff training enhancements
significantly reduced turnover and improved member satisfaction
Director of Operations
Oct 2001 Feb 2004
Virginia Utility Protection Service
Roanoke, Virginia
Key member of the executive team responsible for establishing a fault-tolerant 75 seat call center
with an initial budget exceeding $2 million. Provided strategic direction for the design and setup of call
center systems, oversaw the hiring and training of staff, and helped develop company-wide policies and
procedures. Responsible for ongoing call center operations, departmental budget, strategic direction,
customer satisfaction and employee development. Liaison with State Corporation Commission in response to
fines and operational matters. Reported to CEO.
Responsible for structuring the operations organization, including the creation of step merit system and the
development of coach based management system for 75 employees
Played key role in developing the strategy and processes that prepared staff to go from 0 to 3000 daily
tickets overnight and seamlessly integrated an overnight implementation of a second outsourced call
center that resulted in a 40% increase in call volume with an ASA under 40 seconds
Center Director / Executive Director
Jan 1995 Mar 2001
Sorensen Construction / Blue Stakes of Utah
Salt Lake City, Utah
Transformed the Utah State Underground Utility Notification Center from a low budget system with a
poor service record and outdated technology into a state-of-the-art contact center with quality
service and a stable operating foundation. Provided both strategic and operational leadership with full
control over all day-to-day operations including membership recruitment, business development, personnel
administration, and budgeting. Advised board of directors on legislative bills and worked with board to
educate legislators on national damage prevention trends. Reported directly to the CEO and Board of
Directors.
Provided strategic direction that resulted in an increase in annual revenue from $100,000 to $1.2 million by
introducing a new fee structure and services generating an increase of 350% in utility member participation
Led ad hoc Volunteer Steering Committee through process of incorporating a non-profit corporation
included drafting by-laws and setting up governance requirements

INDUSTRY COMMITTEES & SPEAKING ENGAGEMENTS

Education Programs Committee Common Ground Alliance (CGA)
2000 2001
Panelist, Managing Workload Fluctuations CGA/One Call Systems International Symposium
2000
Facilitator, Success Unlimited Network LEGACY Retreat Vila Do Condo, Portugal
2011

EDUCATION & PROFESSIONAL DEVELOPMENT

Masters of Organizational Leadership (completion May 2016)
Bachelor of Science in Communications
Paralegal Certificate, Corporate Law
ICF-accredited Coach Training and Certification
Organizational Communication and Conflict Management
Managing Workplace Conflict

Gonzaga University, Spokane WA

Radford University, Radford, Virginia
The National Center for Paralegal Training
Success Unlimited Network
George Washington University
Mediation Training Institute International

VOLUNTEER LEADERSHIP
International Coach Federation Washington State, Director of Membership

2015 2017

Dispute Resolution Center of Grays Harbor and Pacific Counties, Vice-President

2014 2016