CAMI LYNN MARTINEZ
Red Robin Gourmet Burgers
Commerce City,CO
19
years of professional experience
20 Years of experience in Customer Service. Excellent reputation for resolving problems and improving customer satisfaction.
Enthusiastic employee eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of reliability and time management. Motivated to learn, grow and excel.
Work History
Quality Assurance Specialist
3 Years 8 Months- Educated employees on specific QA standards and confirmed maintenance of standards.
- Implemented process improvements to increase productivity in quality assurance operations.
- Providing both proactive and reactive quality assurance support for all appointment center agents/teams.
- Reported problems and concerns to management.
- Conducted random audit spot checks and addressed clinic concerns to support compliance processes.
- Identify areas of improvement in a effort to obtain 100% scheduling accuracy.
- Provide effective communication, collaboration, and continuous process improvement, focused on the success of our staff and clients collectively.
- Created and maintained Excel documents to provide clear departmental processes for supervisors and department team members.
- Provided call audits for extended departments, including Nurseline, within Appointment Center operations.
- Provided one-on-one feedback and coaching to scheduling agents to support performance and schedule accuracy.
Server/Mixologist/Certified Learning Coach
18 Years- Helped customers place orders, explained menu items and suggested appropriate options for food allergy concerns.
- Collaborated with kitchen team to support order preparation, manage efficient deliveries and minimize customer service issues by verifying meals.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Monitored guests for intoxication and immediately reported concerns to management, contributing to safe and welcoming environments for all patrons.
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Greeted and maintained relationships with regular customers.
- Bussed and reset tables per shift, working efficiently to keep dining room and work areas clean.
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines and mixers.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Applied excellent organizational and multitasking abilities to handle simultaneous customer, team and business needs while avoiding unnecessary delays or errors.
- Planned and implemented courses of instruction accounting for individual strengths and final objectives.
- Assessed student needs to develop effective training plans.
- Maintained organization of documents, materials and equipment.
- Trained and mentored new personnel hired to fulfill various roles.
Scheduling Agent
1 Year 4 Months- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Increased customer service success rates by quickly resolving issues.
- Scheduled procedures, nurse and doctor appointments.
- Assessed caller accounts to determine insurance coverage and identify service needs and resolve issues.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Register new patients and update existing patient demographics.
- Schedule Primary Care, Speciality(External/Internal Referrals), Pediatric, Women's Care, Dental, and Urgent Care appointments.
- Confirm, Cancel or Reschedule appointments.
- Route incoming calls to clinics when necessary.
- Provide addresses, phone and fax numbers of locations.
- Outbound calls to patients if needed.
Vaccination Clinical Administrator (Scheduling & Billing
5 Months- Provided administrative support by maintaining complete patient documents.
- Created and maintained patient charts as part of patient admission process.
- Scanned and filed patient documents and files to provide accurate information to clinic staff.
- Coordinated front office duties, including customer service, patient scheduling and billing.
- Used administrative guidelines as resource or to answer questions when processing medical claims.
- Maintained knowledge of standardized medical billing codes, including codes used by Medicare and Medicaid.
- Managed patient scheduling and rescheduling, directing related billing issues to Pharmacist.
- Kept all patient information secure and confidential.
- Executed billing tasks and recorded information in company databases.
- Worked effectively with medical payers such as Medicare, Medicaid, commercial insurances to obtain timely and accurate payments.
- Successfully scheduled patient appointments and placed reminder calls to deliver exceptional customer experience.
Call Center Representative
7 Months- Assisted customers by answering questions, responding to inquiries and handling telephone requests.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Assisting and directing calls for customers, while transferring and receiving money transfers.
- Obtaining customer information such as name, address, and payment.
Education
- Nursing
- CNA
- Prenursing Studies
GED
Skills
20 Years customer service experience
Organization and Time management
Training & Development
New hire training
Reliable
Leader
Multitasking
Fast learner
Attention to detail
Active listener
Performance improvement
Provide quality assurance support
Teaching skills
Making connection with customers
Liquor
Beer and Wine Knowledge
Menu Memorization
High volume Dining
Beverage preparation
Health Codes Compliance
Health and Safety Standards
Timeline
Quality Assurance Specialist
Denver Health
02.2023 - CurrentRead More
Scheduling Agent
Denver Health
10.2021 - 02.2023Read More
Vaccination Clinical Administrator (Scheduling & Billing
SCL Health
02.2021 - 07.2021Read More
Server/Mixologist/Certified Learning Coach
Red Robin Gourmet Burgers
10.2008 - CurrentRead More
Call Center Representative
MoneyGram International Inc.
01.2008 - 08.2008Read More
Emily Griffith Technical College
from Nursing
Read More
Emily Griffith Technical College
from CNA
Read More
Community College Of Denver
from Prenursing Studies
Read More
Community College Of Denver
GED
Read More