Summary
Overview
Work History
Education
Skills
Honors Societies
Education Certifications
Timeline
Generic

Ebony Martin

Marketing Novice
Holiday,FL

Summary

Administrative professional with strong background in enhancing customer experiences. Skilled in problem-solving, communication, and project management. Known for teamwork, adaptability, and delivering impactful results. Expertise includes customer service strategies, process improvement, and relationship building. Reliable in dynamic environments and focused on achieving organizational goals.

Overview

8
8
years of professional experience

Work History

Customer Experience Coordinator

ConMed
Largo, Florida
07.2023 - Current
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
  • Looked up orders, provided estimated arrival details and assisted with delivery logistics.
  • Identified areas of improvement in customer service processes, implementing effective solutions to optimize performance.
  • Introduced personalized follow-up procedures after resolving complaints, increasing positive feedback from customers about their experiences.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Utilized tools like Salesforce, Oracle, Cybersource, EDI, and GHX
  • Investigated and resolved accounting, service and delivery concerns.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.

Billing Account Manager

Wipro
Tampa, FL
02.2021 - Current
  • Perform back-end processing and maintenance of internal computer systems health care claims; making system updates for healthcare clientele to achieve healthcare customer satisfaction.
  • Produce rate quotations and calculate premium adjustments, achieving and exceeding quality goals through careful attention to detail and self-auditing of work to remove errors and inadequacies.
  • Apply and administer billing adjustments, issue refunds, and conduct billing reconciliation; reducing errors by 100% in Q1, Q2, and Q3 per company audits.
  • Deploy EDI, CSR, ServiceLink Portal, Pre-Audit and Smart-O-mation to perform claims processing in compliance with HIPAA, and to conduct automatic and manual 834 file updates and drops.
  • Manage patient appeals and grievances; project management for escalated patient appeals and grievances.

Front Office Coördinator

Express Employment Professionals
Atlanta, GA
11.2018 - 04.2020
  • Supported HR department; managing flow of applicants, administering drug tests, conducting I-9 verification, and helping with additional miscellaneous HR tasks to quickly onboard new employees.
  • Handled all calls, and greeted visitors, making sure to maintain exceedingly high levels of customer service.
  • Performed various administrative tasks, supporting management, and organizing, scheduling, and re-scheduling internal and external meetings to prevent overlaps and missed appointments.
  • Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.

Client Support Specialist II

10xFive
05.2017 - 10.2018
  • Upheld an average of 140 calls inbound and outbound calls each day; maintaining an average inbound answer rate and average inbound call quality rate of 97%.
  • Assist 3 personal and commercial clients via phone and email on sales, products, promotions, and orders; guaranteeing client satisfaction.
  • Supported other staff; helping to mitigate client concerns, running invoices, applying payments for services, and confirming appointments for streamlined customer handling.

Enrollment Processor

Stefanini Agency LLC
01.2017 - 04.2017
  • Processed numerous case updates effectively in fast paced environment from sources including FAFSA, Navient, and other student loan processing systems for NTT Data Services with Dell.
  • Managed enrollment processing and reconciliation for BCBS/BCBS health insurance billing department, signing up approved applicants with the health insurance company, and making coverage effective.
  • Verified all data entry for accuracy and completeness; performing regular audits of work to ensure compliance with established procedures.

Education

Bachelor of Arts - Business Administration And Management

St. Petersburg College
Clearwater, FL
05.2029

Associate of Science - Marketing

St Petersburg College
Clearwater, United States
05-2025

Associate of Arts - Marketing

St. Petersburg College
Clearwater, FL
12.2024

High School Diploma -

Pebblebrook High School
Mableton, United States

Skills

  • Expertise in systematic organization

  • Strategic issue analysis

  • Effective communication

  • Collaborative teamwork skills

  • Proficient in managing multiple tasks

  • Detail-oriented data management

  • Experienced with Microsoft Office applications

  • Feedback collection

  • Logistics management

  • CRM software proficiency

  • Problem-solving skills

  • Complaint resolution

Honors Societies

  • Phi Theta Kappa Honor Society Member
  • Golden Key Honor Society Member
  • Women on the Way Member

Education Certifications

  • Current Student, Marketing, St. Petersburg College
  • High School Diploma, Pebblebrook High School

Timeline

Customer Experience Coordinator

ConMed
07.2023 - Current

Billing Account Manager

Wipro
02.2021 - Current

Front Office Coördinator

Express Employment Professionals
11.2018 - 04.2020

Client Support Specialist II

10xFive
05.2017 - 10.2018

Enrollment Processor

Stefanini Agency LLC
01.2017 - 04.2017

Bachelor of Arts - Business Administration And Management

St. Petersburg College

Associate of Arts - Marketing

St. Petersburg College

Associate of Science - Marketing

St Petersburg College

High School Diploma -

Pebblebrook High School

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