Christina Martinez
Las Vegas,NV
Summary
Results-driven Business Resolutions and Client Experience Specialist with over a decade of progressive experience in healthcare, solar, and hospitality sectors. Recognized for outstanding customer service, resolving intricate escalations, and fostering cross-functional relationships to enhance organizational efficiency and customer satisfaction. Skilled in managing high-impact projects, mentoring teams, and aligning business operations with client requirements. Bilingual in English and Spanish.
Overview
6
6
years of professional experience
Work History
Business Resolutions Specialist
Freedom Forever
05.2023 - Current
- Managed complex customer escalations by coordinating with internal departments regarding solar products and services.
- Develop and execute resolution strategies, coordinate with legal, finance, and operations teams, and lead root cause analysis to reduce recurring issues.
- Oversaw project communications, subcontractor agreements, and settlement documentation to ensure compliance.
- Participate in process improvement initiatives and support cross-departmental training on service delivery standards.
Escalation Specialist
Optum Services Inc.
06.2020 - 05.2023
- Handled high-priority customer escalations within the healthcare sector, ensuring timely and compliant resolution of service concerns.
- Supported Tier 1 teams with technical troubleshooting and coached staff on best practices in conflict management and customer interaction.
- Collaborated with internal stakeholders to propose workflow enhancements and developed training modules to improve call center efficiency.
Consumer Support Representative Sr.
Rally Health Inc.
05.2019 - 06.2020
- Delivered high-touch support to members using wellness and weight loss programs, resolving account and technical inquiries across multiple channels.
- Trained new team members, conducted onboarding, and created educational content on call center tools and customer service strategies.
Education
High School Diploma - undefined
Escuela Bilingüe Padre Rufo
Santurce05.2011
Skills
- Escalation & Conflict Resolution, Cross-Functional Team Collaboration, Customer Relationship Management (CRM), Technical Troubleshooting & Support, Training & Team Development, Process Improvement, Contract & Claims Management, Bilingual Communication (English/Spanish), Salesforce, JIRA, Zendesk, Microsoft Office, Outlook
Accomplishments
- Achieved Top Customer Service Representative status in 2019 for superior quality assurance and productivity with Rally Health.
Timeline
Business Resolutions Specialist
Freedom Forever
05.2023 - Current
Escalation Specialist
Optum Services Inc.
06.2020 - 05.2023
Consumer Support Representative Sr.
Rally Health Inc.
05.2019 - 06.2020
High School Diploma - undefined
Escuela Bilingüe Padre Rufo