Kianna Martin
Los Angeles
Summary
Highly adaptable and strategically minded professional successfully pivoting from a strong foundation in customer service excellence to a dynamic career in Sports Media. Through years of client-facing experience, I've honed skills in relationship management, conflict resolution, and delivering top-tier audience satisfaction. Now, I leverage this expertise to enhance media content and digital engagement strategies. Currently pursuing an MBA with an emphasis in Finance and Digital Marketing, I am uniquely positioned to integrate market analysis, financial modeling, and cutting-edge digital campaigns to drive measurable growth and increase organizational value within the sports or media sectors.
Overview
7
7
years of professional experience
Work History
Customer Care Advocate
Fashion Nova
04.2025 - Current
- Resolved customer inquiries through multiple communication channels, ensuring timely and accurate responses.
- Guided customers in navigating product features and services, enhancing overall satisfaction and retention.
- Collaborated with cross-functional teams to streamline processes and improve service delivery efficiency.
- Analyzed customer feedback to identify trends, driving improvements in service quality and response strategies.
- Led initiatives to reduce response times, contributing to enhanced customer experience metrics across the board.
- Worked closely with other departments when necessary to address interrelated concerns affecting customer experience.
Production Assistant
NFL Network
08.2022 - Current
- Work closely with show Producers, Segment Producers and Highlights Supervisor on a daily basis to support content created for daily studio programming.
- Transcribe interviews, press conferences, and other related sound.
- Watching games and producing multiple highlights for various studio shows.
- Archiving important video, teleprompting shows and other various tasks related to production.
- Assist on set during live shows.
- Assisted production on sponsorship packages, highlights, Weekly top 5 plays for NFL Redzone.
Bank Teller
Wells Fargo
06.2024 - 04.2025
- Support customer engagement by processing teller transactions, sharing digital solutions, and making appropriate introductions to bankers.
- Complete operational activities while minimizing risks under established policies.
- Perform routine transactional, operational, and customer support tasks efficiently through knowledge of bank procedures and products, as well as partners across the organization.
- Receive direction from managers and exercises judgment within defined policies and procedures.
- Escalate questions and issues to more experienced roles.
- Interact with customers and individuals to demonstrate care, build relationships, and complete requested transactions.
- Identify information and services to meet customers' financial needs.
Front Desk Associate
Massage Envy
04.2023 - 09.2023
- Membership sales.
- Educating guests on services.
- Scheduling reservations.
- Answering phones.
- Maintaining a presentable appearance and positive attitude.
Teacher's Assistant
The Education Team
01.2022 - 12.2022
- Responsible for student supervision when they are outside of the classroom.
- Assists the classroom teacher with grading student work, making copies, and other classroom duties.
- Assists the teacher with academic and behavioral strategies for the students in the classroom.
- Deliver academic lessons to the students.
Production Assistant
Fox Sports AM 1350
09.2018 - 01.2022
- Assisted in the production planning for the weekly high school radio sports talk show.
- Planned and coordinated media events for the radio station hosts.
- Liaison between the radio hosts and on-air guests.
- Photographer for weekly high school football games and end of the year all-star games.
- Collected statistics for upcoming segments.
- Collaborated with on-air producers.
- Pitched ideas for show topics.
- In charge of social media content.
Customer Service Representative
Wells Fargo Home Mortgage
03.2021 - 10.2021
- Assist customers with mortgage concerns and questions daily.
- Make payments.
- Amortization loan based on needs.
- Determine escrow shortage or overage and adjust with loan time.
- Handled customer complaints and inquiries in a courteous and efficient manner.
Cashier
Regal Entertainment
08.2018 - 10.2020
- Created an inviting environment for customers by maintaining organization and cleanliness.
- Directed ticket holders to seats and facility locations.
- Sold admission, processed payments and issued tickets.
- Worked at the concessions stand; sold food, drinks, and candy.
Education
Master of Business Administration (M.B.A.) - Finance And Digital Marketing
California State University-Stanislaus
06-2027
Bachelor of Arts - Organizational Communications
California State University, Los Angeles
US05.2022
Associate of Arts - Communications
Riverside City College
US06.2020
Skills
- Money handling
- Cash counting
- Relationship building
- Attention to detail
- Time management
- Customer service
- Call center experience
- Computer proficiency
- Data entry
- Documentation and reporting
Timeline
Customer Care Advocate
Fashion Nova
04.2025 - Current
Bank Teller
Wells Fargo
06.2024 - 04.2025
Front Desk Associate
Massage Envy
04.2023 - 09.2023
Production Assistant
NFL Network
08.2022 - Current
Teacher's Assistant
The Education Team
01.2022 - 12.2022
Customer Service Representative
Wells Fargo Home Mortgage
03.2021 - 10.2021
Production Assistant
Fox Sports AM 1350
09.2018 - 01.2022
Cashier
Regal Entertainment
08.2018 - 10.2020
Bachelor of Arts - Organizational Communications
California State University, Los Angeles
Associate of Arts - Communications
Riverside City College
Master of Business Administration (M.B.A.) - Finance And Digital Marketing
California State University-Stanislaus