GIANNA MARTIN
Bay St Louis,MS
Summary
Dedicated Customer Service Representative with a strong foundation in providing exceptional customer care. Skilled in resolving customer issues and enhancing service processes. Demonstrates excellent communication and problem-solving abilities. Experienced in addressing customer inquiries and utilizing empathy to establish rapport, ensuring utmost satisfaction. Possesses a solid understanding of troubleshooting and issue resolution techniques.
Overview
7
7
years of professional experience
Work History
Customer Care Representative
Everise
11.2024 - 03.2025
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Assisted call-in customers with questions and orders.
- Managed relationships with key stakeholders, including employers, health plans, and pharmacy networks, fostering a collaborative approach to pharmacy benefits management.
- Worked productively in fast-moving work environment to process large volumes of claims.
MEMBER SERVICE REPRESENTATIVE
Access2Care
12.2023 - 08.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Answered incoming calls from members or providers, addressing inquires resolving issues and scheduling services
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified members' eligibility for transportation services, ensuring proper authorization is obtained
PATIENT CARE ADVOCATE
Alorica
09.2023 - 12.2023
- Provided comprehensive support for pharmacy benefits inquiries while adhering to productivity benchmarks
- Aided members in optimizing their pharmacy distribution program utilization
- Utilized computerized platforms to gather and address queries efficiently
- Managed both inbound and outbound calls from members, providers, and physicians
- Demonstrated empathy toward diverse patient populations, building trust through compassionate interactions.
- Maintained confidentiality of patient data and condition to safeguard health information.
ELIGIBILITY SPECIALIST
Maximus Federal
02.2022 - 06.2023
- Successfully evaluated the eligibility of numerous applicants and recipients for public assistance programs
- Managed multi-program caseload administration by initiating and processing casework via automated systems
- Collaborated with other departments to streamline the processing of eligibility applications, resulting in a 90% increase in the timeliness of application processing
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Scheduled appointments with applicants to gather information and explain benefits processes.
PHLEBOTOMY TECHNICIAN
Hema School of Phlebotomy
01.2022 - 05.2022
- Achieved a 95% success rate in obtaining blood samples quickly and efficiently, minimizing patient discomfort and contributing to a positive patient experience
- Maintained a sanitized and organized work environment to uphold safety standards for both patients and staff
- Proactively ensured adequate stock of collection supplies at each station and acquired a comprehensive understanding of laboratory protocols and procedures for sample collection
- Knowledgeable in utilizing a variety of software systems to manage patient records
- Improved patient satisfaction by providing efficient, accurate, and timely blood draws.
- Reduced patient anxiety by using effective communication skills and demonstrating empathy during blood draws.
CERTIFIED NURSING ASSISTANT
Trinity Neurological Rehabilitation Center
01.2018 - 01.2020
- Delivered compassionate basic care to patients, supporting them with daily activities including bathing and more
- Exhibited a strong sense of empathy and enjoyment in assisting others, particularly in the nursing environment
- Provided attentive care to 15-20 disabled, elderly, and hospice patients daily
- Conducted regular vital sign assessments and adeptly assisted in lifting clients, patients, and residents required
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
Education
Dental Assistant - Healthcare
Delta College
Slidell, LA01.2015
General Diploma - General Studies
Sidell High School
Slidell, LA01.2013
Skills
- Excellent Phone etiquette
- Account Maintenance
- Claim processing
- Quick Response
- Attention To Detail
- Collaboration
- Customer Retention
- Process Improvement
- System Troubleshooting
- MS Office Suite
- Customer service
- Technical Support
- Case management
- Investigation Preparation
- Appointment setting
- Call Handling
- Conflict resolution
- Inbound customer service
- Payment processing
- Order processing
- Empathy and patience
- Adaptability and flexibility
- Technical troubleshooting
- Call logging
- Teamwork and collaboration
Accomplishments
- Successfully managed and completed multiple remote projects ahead of schedule, demonstrating time management.
- Effectively coordinated remote teams across different time zones, fostering strong communication and collaboration.
- Implemented innovative remote work strategies that improved team productivity by 20% within the first quarter.
- Received recognition for outstanding performance in work environments, consistently exceeding performance metrics.
- Demonstrated adaptability and resilience in transitioning to remote work seamlessly, and maintaining high levels of productivity.
Timeline
Customer Care Representative
Everise
11.2024 - 03.2025
MEMBER SERVICE REPRESENTATIVE
Access2Care
12.2023 - 08.2024
PATIENT CARE ADVOCATE
Alorica
09.2023 - 12.2023
ELIGIBILITY SPECIALIST
Maximus Federal
02.2022 - 06.2023
PHLEBOTOMY TECHNICIAN
Hema School of Phlebotomy
01.2022 - 05.2022
CERTIFIED NURSING ASSISTANT
Trinity Neurological Rehabilitation Center
01.2018 - 01.2020
Dental Assistant - Healthcare
Delta College
General Diploma - General Studies
Sidell High School
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