ANTONIA MARTINEZ
San Jose,CA
Summary
Creative Operations Specialist skillful in executing effective operating rhythms and management systems structures. Expertise in analyzing, articulating and solving various problems. Analytical and organized professional comfortable working independently or as part of team.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Benefit Operations Specialist
Gusto, Inc.
08.2022 - Current
- Provides expertise in healthcare and benefits enrollment via written and verbal communication with carriers.
- Manages benefit operations across multiple teams within Benefit Operations.
- Expertly processes large volumes of data for mission critical projects.
- Ensures all quality control steps are accurately followed in a timely manner.
- Works through queues of requests in Salesforce and other technology platforms.
- Understands customer pain points and partner with cross-functional teams to simplify and automate existing processes.
- Successfully manages multiple projects simultaneously while adhering to deadlines.
- Collects, arranges, and input information into database system.
- Continuously seeks opportunities for professional development in order to remain knowledgeable about industry best practices.
- Utilizes advanced analytical skills in order to resolve complex operational issues effectively.
- Tracks and analyzes reports to determine needed improvements.
- Analyzed data to identify trends and make informed decisions, driving continuous improvement in operations.
- Implements necessary changes in response to shifting business needs, maintaining a proactive approach to problem solving.
- Monitors KPIs closely, taking corrective action when needed to maintain high standards of performance.
- Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.
ADMINISTRATIVE SUPPORT ASSISTANT II
Sacramento State University
10.2021 - 08.2022
- Administrative support to the Computer Science Department students, Administrative Coordinator, Department Chair and Graduate Coordinator.
- First point of contact for incoming students seeking major advising and enrollment assistance.
- Streamlined office processes by implementing efficient administrative procedures, resulting in increased productivity.
- Managed high volumes of incoming calls and emails, ensuring timely responses and accurate information dissemination.
- Assisted in budget preparation and expense tracking, contributing to the financial stability of the organization.
- Maintained a well-organized filing system for easy access to important documents, improving overall efficiency.
- Consistently recognized for maintaining a professional demeanor and providing exceptional support to both colleagues and clients.
- Handled confidential information with discretion, maintaining trust among department and students.
- Maintained consistent and efficient flow of human resources information throughout departments by updating department intranet.
- Organized company events and functions, fostering a positive work environment and promoting student engagement.
- Collaborated with cross-functional teams to complete projects on time and within scope, meeting organizational objectives.
- Created organized systems for ordering office supplies regularly, reducing downtime due to lack of necessary materials.
- Coordinated travel arrangements for department chair and faculty, ensuring seamless itineraries and cost-effective accommodations.
- Served as a liaison between departments to ensure clear communication channels were established for effective collaboration on projects or initiatives.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Worked cooperatively with other faculty, administrators, and parents to help students reach learning objectives.
- Oriented newly hired student assistants by providing department information, facilitating onboarding processes and establishing position-related requirements.
- Handled complex payroll situations such as back-pay calculations, and overtime payments with accuracy and professionalism.
- Sent bi-monthly reminders for student assistants to complete and submit time sheets before deadline.
- Maintained confidentiality of student records and payroll information.
- Processed timecards and payroll data for student assistants.
- Streamlined the internship application process for improved efficiency and increased student satisfaction.
- Created comprehensive internship guidelines, setting clear expectations for students and host organizations alike.
- Organized career fairs to connect students directly with potential employers, expanding their professional networks.
CORRESPONDENCE PHONE SUPPORT
Blue Shield of California
10.2019 - 07.2021
- Resolved incoming calls concerning members eligibility, benefits, provider information, premium billing, clinical and pharmacy needs
- Composed routine and non-routine correspondence to answer benefit and provider inquiries in writing, in a timely manner
- Preformed inventory reduction
- Collaborated with providers to ensure continuity of care is maintained on behalf of the member
- Connected members to appropriate vendors
- Comprehensive resolution of pharmacy calls concerning benefit coverage, co-pays, formulary coverage, etc
- Resolved inquiries regarding broker appointments and commissions.
- Collaborated with various departments to resolve customer issues, improving overall communication within the company.
- Enhanced customer satisfaction with timely and accurate responses to inquiries and concerns.
- Maintained organized records of all incoming and outgoing correspondence for easy retrieval and reference.
- Reduced response times for client inquiries by prioritizing urgent requests and delegating tasks effectively.
- Managed sensitive information discreetly, adhering to strict confidentiality policies at all times.
- Developed strong professional relationships with clients through consistent follow-up on outstanding matters.
ASSOCIATE BANKER
JPMorgan Chase
06.2018 - 10.2019
- Engaged with clients by welcoming them warmly with a pleasant demeanor, using the client name, whenever possible, and thanking them for their business
- Ensured financial transactions were completed accurately and efficiently, while complying with all policies, procedures and regulatory and banking requirements
- Educated clients how to use self-service options - assisted with online enrollment and how to utilize tools for convenient banking
- Proactively collaborated with team to help build relationships with customers by connecting them with team members who can help them address their financial needs and investment goals.
LEAD SALES ASSOCIATE
Pier 1 Imports
12.2016 - 06.2018
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Resolved customer issues promptly, ensuring satisfaction and loyalty.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Contributed towards improving overall store ambience by maintaining a clean and organized work environment.
- Performed inventory control procedures to manage stock.
- Maintained store visual standards by setting up window and interior displays to merchandising guidelines.
- Trained, coached, and mentored new sales associates for maximum performance.
- Assisted customers in making informed purchasing decisions by providing expert advice on product features and benefits.
- Delivered excellent customer service for repeat business and referrals.
- Provided exceptional customer service to foster client loyalty and satisfaction.
Education
Bachelor of Science (B.S.) - Family and Human Development
ARIZONA STATE UNIVERSITY
Tempe, AZ06.2022
Skills
- Business Level Speaking
- Planning and coordination
- Cross-Functional Communication
- Project Management
- Operational Efficiency
- Analytical Thinking
- Problem-Solving
- Process Improvement
- Payroll Management
- Budget Management
- Leadership
- Client Relationship
- Health & Safety Management
- Academic Advising
- Onboarding
- Audit reporting
- Project Planning
- Correspondence Support
- Multi-line Phone Systems
- Outlook Calendar
- Excel
- CMS
- Onbase
- Cognos
- Salesforce
- SharePoint
- Athena
- Azure
- Asana
- Astra
- Airtable
- Confluence
- Expensify
- Lattice
- Slido
- Tableau
- TextExpander
- Webex
- Zoom
- Workday
- Teams
- Slack
References
References available upon request
Certification
- Excel: Macros and VBA, LinkedIn - Mar 2022
- Microsoft Planner Essential Training, Linkedin - Mar 2022
- Microsoft Cybersecurity Architect (SC-100), LinkedIn - May 2024
Timeline
Benefit Operations Specialist
Gusto, Inc.
08.2022 - Current
ADMINISTRATIVE SUPPORT ASSISTANT II
Sacramento State University
10.2021 - 08.2022
CORRESPONDENCE PHONE SUPPORT
Blue Shield of California
10.2019 - 07.2021
ASSOCIATE BANKER
JPMorgan Chase
06.2018 - 10.2019
LEAD SALES ASSOCIATE
Pier 1 Imports
12.2016 - 06.2018
Bachelor of Science (B.S.) - Family and Human Development
ARIZONA STATE UNIVERSITY