Jessenia Martinez
Indianapolis,IN
Summary
Innovative customer service representative with plenty of years of experience, providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling a high call volume. Successful at maintaining high customer satisfaction ratings through a friendly demeanor. Motivated to provide highest quality customer experience. Strong administrative and organizational skills. Dedicated to increasing customer satisfaction and retention through efficient and accurate problem resolution.
Overview
8
8
years of professional experience
Work History
Customer Care Specialist
CareSource
09.2022 - 05.2024
- Handled grievances and appeals related to member services and worked to resolve disputes and ensure fair treatment for members.
- Ensured that members got their prescriptions working through the pharmacy system, express scripts.
- Assisted members or providers with routine service inquiries
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Went over explanation of benefits with members.
- Educated members about their benefits and what all their insurance offered.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
- Collaborated with cross-functional teams to ensure seamless service delivery for customers.
Medical Office Receptionist
Indiana University Health
03.2018 - 08.2022
- Protected patient confidentiality, making sure protected health information is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended
- Registered new patients and updated existing patient demographics by collecting detailed patient information including personal and financial information
- Obtained patient medical history, including medication information, symptoms, and allergies
- Verified insurance information as well as provide insurance information to various authorized personnel
- For example power of attorney, ambulance services, patients next of kin, etc.
- Improved patient satisfaction by efficiently managing front desk operations and addressing inquiries professionally.
- Increased office productivity by multitasking efficiently during peak hours, handling multiple responsibilities simultaneously.
- Handled sensitive situations compassionately when dealing with distressed patients or families during difficult times.
- Collaborated with medical staff to ensure seamless communication and coordination of patient care.
Insurance Agent
American Income Life Insurance Company
01.2016 - 03.2018
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
- Provided service to clients' changing insurance needs by selling life, health, and disability insurance.
- Explained the features of various policies.
- Analyzed clients' current insurance policies and suggest additions or changes.
- Customized insurance programs to suit individual clients.
- Handled policy renewals.
- Maintained electronic and paper records.
- Helped policyholders settle claims.
- Processed cash and credit card payments.
- Issued insurance cards.
- Provided estimates to patients.
- Expanded client base by actively prospecting for new business opportunities and generating referrals.
Education
Associates degree - Science Education
Vincennes University
Vincennes, IN01.2018
High School Diploma -
Ben Davis University High School
Indianapolis, IN01.2018
Skills
- Customer relationship management
- Customer support
- Inbound/Outbound phone calls
- Excellent work ethic
- Positive and friendly
- Active listening skills
- Work Driven
- Bilingual (Fluent in Spanish and English both speaking and writing)
- Excellent Communication / Customer Service skills
- Microsoft Office (Word, PowerPoint, Publisher, Excel)
- Planning/Organizing skills
- Time management skills
- Objection prevention handling
- Data Entry
Accomplishments
- Received the "Employee of the Month" award after 2 months of employment.
- Product Promotion: Up-sold products and motivated customers to upgrade current product plans.
- Customer Follow-up: Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Improved product sales by 12%, which led to a 20% increase in annual revenue.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Care Specialist
CareSource
09.2022 - 05.2024
Medical Office Receptionist
Indiana University Health
03.2018 - 08.2022
Insurance Agent
American Income Life Insurance Company
01.2016 - 03.2018
Associates degree - Science Education
Vincennes University
High School Diploma -
Ben Davis University High School