Carrie Martinez
Norcross,GA
Summary
Detail-oriented professional with a proven ability to handle multiple tasks and meet tight deadlines. Recognized for consistently delivering high-quality work in a timely manner. Skilled communicator with polished telephone, interpersonal, and writing abilities. Known for energy, patience, and reliability. Excellent attention to detail and strong analytical skills. Demonstrates solid organizational abilities and the use of independent judgment. Excels in managing diverse activities and possesses strong interpersonal skills. Fluent in Spanish and English with excellent verbal and written communication skills.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Benefits Analyst / Claims Specialist II
Aon- Integramark
03.2022 - Current
- Review and service claims in accordance with plan provisions
- Examine claim submissions and documentation to confirm coverage and assess claims and compare data and certificates of insurance to ascertain completeness and validity of claims
- Review and analysis of detailed medical records, itineraries and other documentation
- Proactive work to resolve claims as expeditiously as possible; decisions are made based on authority levels, policies and documented procedures
- Updating reserves and thoroughly inputting the necessary details in the claims system
- Communicate effectively with customer
- Prepare correspondences to customers, employers and medical offices.
Benefits Call Center Team Lead
AON- Integramark
12.2019 - Current
- Able to respond with empathy during difficult customer conversations, while simultaneously entering data on different screens
- Answered incoming customer calls and provide appropriate level of service and issue resolution according to company guidelines while providing a superior customer experience
- Received and answered customer questions and resolve concerns relating to claims processes, endorsements and required documents for release of funds
- Followed standard screens/scripts as appropriate
- Maintained and updated customer account records as needed
- Appropriately escalated customer questions and issues when necessary according to guidelines
- Assessed client needs and resolved claims according to insurance policy provisions and customer service guidelines
- Assisted customers via online chat (zendesk)
- Coordinated with immediate supervisor or other personnel as needed to resolve claims and issues not of routine nature
- Gathered information and examined forms, policies, and other records as provided by claimant and other agencies or resources to make appropriate determination of resolution
- Forwarded suspected fraudulent and questionable claims to appropriate personnel
- Balanced workload based on business needs between paperwork and in-bound calls
- Responsible for meeting deadlines and requirements
- Maintained and updated product knowledge on an on-going basis and attend workshops, seminars, and other training sessions as appropriate
- Built and maintained effective working relationships and support teamwork in meeting company goals
- Understood how the Customer Service Representative role fits into the larger organizational context and actively support others in the achievement of common goals
- Maintained professionalism with all contacts, both internal and external and treat individuals with respect
- Participated in special projects, assumed new responsibilities, and adjusted priorities as requested
- Trained new and current employees on new and/or updated materials
- Assisted with daily and weekly call center reports
- Assisted with supervisor calls
- Participated in client calibrations
- Provided quality feedback to agents.
Senior Bilingual Customer Service Representative
ASSURANT- INSURANCE
12.2015 - 05.2019
- Able to respond with empathy during difficult customer conversations, while simultaneously entering data on different screens
- Answered incoming customer calls and provide appropriate level of service and issue resolution according to company guidelines while providing a superior customer experience
- Received and answered customer questions and resolve concerns relating to claims processes, endorsements and required documents for release of funds
- Followed standard screens/scripts as appropriate
- Maintained and updated customer account records as needed
- Appropriately escalated customer questions and issues when necessary according to guidelines
- Assessed client needs and resolved claims according to insurance policy provisions and customer service guidelines
- Coordinated with immediate supervisor or other personnel as needed to resolve claims and issues not of routine nature
- Gathered information and examined forms, policies, and other records as provided by claimant and other agencies or resources to make appropriate determination of resolution
- Forwarded suspected fraudulent and questionable claims to appropriate personnel
- Balanced workload based on business needs between paperwork and in-bound calls
- Responsible for meeting deadlines and requirements
- Maintained and updated product knowledge on an on-going basis and attend workshops, seminars, and other training sessions as appropriate
- Built and maintained effective working relationships and support teamwork in meeting company goals
- Understood how the customer service representative role fits into the larger organizational context and actively support others in the achievement of common goals
- Maintained professionalism with all contacts, both internal and external and treat individuals with respect
- Participated in special projects, assumed new responsibilities, and adjusted priorities as requested
- Trained new and current employees on new and/or updated materials
- Updates customer's accounts accurately and disbursed payments as necessary.
Bilingual Customer Service/Office Manager
SONOCO PAPERS AND PLASTIC RECYCLING
05.2013 - 11.2013
- Prepared weekly sales reports for management
- Generated repeat business through successful client follow-up
- Assisted in generating new business by targeting Spanish speaking clients
- Provided support to the management team, ensuring all sales and service objectives were met
- Responsible for customer service, duties included answering customer queries, problem solving and providing detailed information on all account inquiries
- Managed daily inbound and outbound shipments
- Trained all new and current employees in safety standards
- Ensured all training was completed according to safety training matrix in a timely manner
- Performed daily safety checks as well as monthly safety audits
- Ensured all OSHA regulations were followed and complied by
- Handled and reconciled all petty cash transactions
- Conducted daily safety meetings
- Reported any and all close calls
- Investigated and reported findings on all safety violations and accidents
- Ensured all safety policy and procedures were followed
- Performed all AR/AP functions
- Performed all monthly financial close out reporting.
HR Administrative Assistant/Customer Service
JIMTEX YARNS
09.2009 - 06.2012
- Provided support to the sales team, ensuring all sales and service objectives were met
- Responsible for customer service, duties included answering customer queries, problem solving and providing detailed information on new products
- Assisted in the training of new customer service representatives and associates
- Prepared weekly sales reports for the sales team and sales management
- Generated repeat business through successful client follow-up
- Managed daily shipments of client's orders
- Enroll and terminate all employees from benefits packages as needed
- Design employee orientation packages and prepare confidential materials for grievance and other personnel-related issues
- Manage weekly payroll for all office and warehouse employees
- Process workman's compensation and short term disability claims while meeting the needs of the employer (also the workman's compensation agents and the medical facilities) to expedite employee's prompt return from work related injuries
- Mediation between employees and supervisors on a daily basis
- Ensure overall employee satisfaction by providing a comfortable but confidential HR relationship
- Created and implemented job descriptions
- Assisted in the implementation of new time and attendance tracking
- Processed weekly payroll for more than 100 employees on a weekly basis
- Responsible for hiring of PNE
- Implemented new hiring process
- Responsible for attendance tracking of over 100 employees
- Responsible for issuing warnings to employees for violation of company policies.
Sales Administration/Customer Service
CME WIRE AND CABLE
01.2007 - 03.2009
- Customer Service
- Accounts Receivable
- Sales Administration
- Executive Administration
- Collections
- Claims and Warranty Request.
Customer Service/Office Manager
PRIMO SALES - WHOLES SALE AND DISTRIBUTOR
06.2006 - 01.2007
- Customer Service
- Accounts Receivable
- Accounts Payable
- Bookkeeping
- Payroll-ADP
- Claims/Warranty Request
- Credit Approvals.
Customer Service/Office Manager
CUELLE- FOOD PRODUCT DISTRIBUTOR
09.2004 - 06.2006
- Customer Service
- Accounts Receivable
- Accounts Payable
- Financial Reports
- Bookkeeping
- Driver Coordination
- Payroll
- Single Handedly Maintained South East Office.
Education
Business -
Gwinnett Technical College
Lawrenceville, GABusiness -
Georgia Perimeter College
Newton County, GAPursuing Bachelor's degree in Business Administration -
University of Phoenix-Online Campus
Phoenix, AZ07.2024
High school or equivalent -
Phoenix High School
Lawrenceville, GA06.1999
Skills
- Microsoft Office
- Accounts Payable
- Billing
- PayrollShipping & Receiving
- Recruiting
- ADP
- Employee Orientation
- QuickBooks
- Peachtree
- Office Manager Experience
- Sales Experience
- Sales administration
- New hire onboarding
- Osha training
- Human Resources
- Benefits Administration
- Production Reports
- Petty Cash Handling
- Inventory Control
- Safety Management
- Safety Training
- Bilingual Spanish
- Call Center
- Spanish Bilingual
- Customer Service
- CSR
- Bilingual
- Leadership
- Microsoft Excel
- Front Desk
- Typing
- Live chat (3 years)
- Customer service (10 years)
- Accounting
- Research
- Benefits administration (4 years)
- Office experience (10 years)
- Zendesk
- Financial Report Writing
- Accounts Receivable
- Analysis Skills
- Citrix
- IVR
- Continuous improvement
- Logistics
- Windows
- Organizational skills
- Verbal and written communication
- New employee enrollment
- Written and oral communication
- Relationship Building
- Benefits Explanation
- Documentation And Reporting
- New employee orientations
- Termination Procedures
- Payroll coordination
- ADP Workforce Now
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Excellent Communication
- Reliability
- Organizational Skills
- Team Collaboration
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Team building
- Task Prioritization
- Self Motivation
- Interpersonal Skills
- Analytical Thinking
- Goal Setting
- Professionalism
- Interpersonal Communication
- Time management abilities
- Continuous Improvement
- Adaptability
- Written Communication
- Compliance Reporting
- Professional Demeanor
- Problem-solving aptitude
- Job Description Development
- Talent Recruitment
- Analytical Skills
- Regulatory Compliance
Certification
Driver's License: November 1996 to November 2027
Timeline
Benefits Analyst / Claims Specialist II
Aon- Integramark
03.2022 - Current
Benefits Call Center Team Lead
AON- Integramark
12.2019 - Current
Senior Bilingual Customer Service Representative
ASSURANT- INSURANCE
12.2015 - 05.2019
Bilingual Customer Service/Office Manager
SONOCO PAPERS AND PLASTIC RECYCLING
05.2013 - 11.2013
HR Administrative Assistant/Customer Service
JIMTEX YARNS
09.2009 - 06.2012
Sales Administration/Customer Service
CME WIRE AND CABLE
01.2007 - 03.2009
Customer Service/Office Manager
PRIMO SALES - WHOLES SALE AND DISTRIBUTOR
06.2006 - 01.2007
Customer Service/Office Manager
CUELLE- FOOD PRODUCT DISTRIBUTOR
09.2004 - 06.2006
Business -
Gwinnett Technical College
Business -
Georgia Perimeter College
Pursuing Bachelor's degree in Business Administration -
University of Phoenix-Online Campus
High school or equivalent -
Phoenix High School
Similar Profiles
Willie FieldsWillie Fields
Team Leader at Aon IntegramarkTeam Leader at Aon Integramark
Laura LarameeLaura Laramee
Insurance Broker at Aon Reed Stenhouse o/a Aon Risk SolutionsInsurance Broker at Aon Reed Stenhouse o/a Aon Risk Solutions
JV NaveenJV Naveen
Consultant at Aon Consulting Private Limited (AON)Consultant at Aon Consulting Private Limited (AON)
Jorge Solla SolerJorge Solla Soler
Office Manager at Roto-RooterOffice Manager at Roto-Rooter
Peter DoroPeter Doro
Over the Road Sprinter/OTR Box Truck Driver at Nolan Transportation Group, LLCOver the Road Sprinter/OTR Box Truck Driver at Nolan Transportation Group, LLC