Bertha Martinez
Albuquerque,NM
Summary
Results-driven Senior Gift Services Specialist with expertise in matching gifts management and process optimization. Known for strong problem-solving abilities and attention to detail, delivering accurate record-keeping and efficient workflows.
Overview
8
8
years of professional experience
Work History
Senior Gift Services Specialist
University of New Mexico Foundation
Albuquerque, New Mexico
08.2023 - Current
- Monitor Matching Gift E-mail
- Employee Match Program
- Processed donor submissions for matching gifts to facilitate accurate record-keeping.
- Create claims in Advance for incoming matches
- Process matching gifts in Advance
- Handled payroll and matching gift transactions, ensuring accuracy in batch processing.
- Maintain outside platforms used for Payroll and Matching gifts
- Generate Monthly Pledge Reminder & Letters
- Manage Recurring Credit Card Gift Subscriptions
- Process monthly Wells Fargo EFTs
- Cash Clearing House Allocation (Private Grants) – communicate via email with UNM grant office
- Sort, process, and distribute all incoming mail. Scan and reconcile checks before deposit is made via Wells Fargo.
- Prepare, scan, and quality check documents being converted to electronic, digital format for GlobalSearch. Research, confirm, and verify all donor biographical information received is correctly identified in the Advance database.
- Gift processing activities include the following gifts via Cash, Securities, JV Gift, Payroll, Credit Cards, In-Kind Gifts, United Way, Private Grants, Reported Gifts, Property Gift, ACH, Wire Transfer, Securities, and Pledges
- Coordination of recurring gift management (i.e., maintain the batch production of United Way, Inter-Office Payroll, Credit Card Subscriptions, Payroll, and EFT transactions, and Monthly Reported Gifts).
- Process and Run Lobo Club Gift Reports
Donor Database Specialist
University of New Mexico Foundation
Albuquerque, New Mexico
06.2023 - 08.2023
- Managed the recording and processing of a high volume of donor transactions.
- · Analyzing information and documentation from various sources to update entities
- · Expert problem-solving ability, highly detail-oriented, analytical written; and understand what is present in the written form
- · Reporting to the Manager Director for Information Acquisition and Quality to maintain data integrity and ensure accuracy of database records to support the development team
- · Providing excellent customer service skills
Quality Assurance Specialist
Cherokee Nation Business
Albuquerque, New Mexico
08.2018 - 06.2023
- Serve as technical and subject matter expert in quality assurance and mentoring Quality Assurance Specialists for topics including accountability, training for areas needing improvement, Single Account Modification System (SAMS) & AUTORFM 1x disbursement application
- · Provide technical quality assurance guidance to Trust Beneficiary Customer Service Representatives including coaching, training and development
- · Maintain a thorough knowledge of quality standards, policies and procedures including Trust Beneficiary Call Center standard operating procedures, Bureau of Trust Funds Admin (BTFA) detailed operating procedures & Bureau of Trust Funds Admin (BTFA)Inter-Agency Handbook
- · Develop and maintain Standard Operating Procedures for call center workflows, updating as necessary when policies and procedures change; provide guidance to beneficiaries seeking support in completion of standard forms; explain policy, procedures and processes to prepare form and documents to support beneficiary access to Individual Indian Money (IIM) accounts
- · Responsible for preparation for a variety of complex financial documents for Trust Fund Account Transaction and review of Routine Account Maintenance items for beneficiaries; Responsible for processing Individual Indian Money (IIM) account disbursements and assures that all disbursements are correctly encoded per authorization; perform technical research of current accounts; compare data between accounts, and assist with analytical activities
- · Coordinate work and communicate with management and governmental staff with Bureau of Trust Funds Admin (BTFA) to ensure problem resolution, user satisfaction, and recommend efficiency improvements
- · Compile and monitor quality metrics for contact compliance and trend analysis; review call monitoring and work ticket encoding pre/post Quality Assurance and provide staff feedback sessions
- · Provide direct feedback and training to staff on quality of work, necessary corrections or recurring issues that the Quality Assurance team has identified; provide technical guidance to Bureau of Trust Funds Agencies/Trust Beneficiary Call Center; Ensure compliance with Privacy Act and regulations to maintain the confidentiality of trust funds, documents and records; adhere to the appropriate procedures, practices and polices
- · Assist with inquiries from Bureau of Trust Funds Admin Staff regarding encoding & work ticket corrections including Automatic Clearing House (ACH) Rejects, and providing quick and efficient responses to questions and inquiries
- · Provide beneficiary contact services answering calls, greeting visitors, directing them appropriately; providing excellent customer service to the beneficiary; assist with supervisor calls; tracking beneficiary contacts/documents in the BTFA system; research, take necessary action respond to routine inquires and problems
- · Process helpdesk functions for Hewlett Packard Enterprise (HPE) Service Manager Application to Bureau of Trust Funds Admin users while managing all requests relating to immediate monetary disbursements processes and Single Account Modification System (SAMS); communicate discrepancy with IT support to resolve system applications issues
- · Perform Tester and Verification processes for new systems and applications introduced to Bureau of Trust Funds Admin/Trust Beneficiary Call Center staff
- · Provide issues documentation, feedback and support to System Administrator run weekly, monthly and quarterly reports
Education
High School Diploma -
Raton High School
Raton, NMSkills
- Microsoft Suite
- Authorize
- Anthology
- Zendesk
- Lexis/Nexis
- Global Search
- Ellucian Advance 2020
- Wells Fargo desktop/ACH
Timeline
Senior Gift Services Specialist
University of New Mexico Foundation
08.2023 - Current
Donor Database Specialist
University of New Mexico Foundation
06.2023 - 08.2023
Quality Assurance Specialist
Cherokee Nation Business
08.2018 - 06.2023
High School Diploma -
Raton High School