KAY MARTIN
Houston,TX
Summary
Skilled in analyzing and improving computer systems to enhance business operations. Experience includes identifying system requirements, designing solutions, and integrating software applications to optimize workflow and increase efficiency. Strengths encompass strong analytical skills, adept problem-solving abilities, and proficiency in developing user-friendly solutions. Contributed to significant improvements in system functionality and user satisfaction in previous roles.
Overview
8
8
years of professional experience
Work History
Client Specialist
Bank of America
Woodlands, TX
06.2021 - Current
- Collaborate with multibillion-dollar client to resolve cases related to projects or employee issues with 100% accuracy
- Delivers weekly client meetings to technical and non-technical audiences addressing needs/improvements to meet all contractual agreements
- Solves systematic issues by analyzing Alight’s proprietary system to determine gaps in functionality as compared to client plan rules to arrive at the true root cause of an issue
- Demonstrates quality assurance fundamentals by executing test plans to ensure client plan rules meet systematic specifications
- Provides creative solutions to continuously improve and optimize client delivery
- Oversees, trains, and coaches 50+ new hires quarterly, providing exceptional guidance and support for their professional and personal development
Sr. Customer Care Representative
Alight Solutions
Woodlands, TX
03.2019 - 06.2021
- Handled a high volume of 100+ inbound/outbound calls from/to clients’ employees to answer questions, provide education, and solve complex human resources and financial issues related to healthcare benefits, workforce administration, leaves of absence, payroll, and performance management
- Processed daily transactions such as health benefit enrollments, tax and direct deposit updates, Workday transactions/navigation, and general education on company policies
- Executed the maintenance of Customer Service Desktop tools with creating standard operating procedures
- Facilitated the handling of Customer Escalated calls through the supervisor line
- Executed Customer Issue Resolution and ensured that proper documentation and follow-up took place
- Shared knowledge and innovative ideas through regular communications and facilitation with project team members and management
- Recognized business process inefficiencies and recommended improvements
- Possessed sound analytical problem-solving and documentation skills
- Understood business requirements and demonstrated ability to prioritize conflicting demands with little to no supervision
College Recruitment Advisor
Texas A&M University/AmeriCorps
Houston, TX
07.2017 - 03.2019
- Provided one-on-one college admissions and financial aid advice to over 5000+ students
- Organized and maintained all student records through data entry and filing systems
- Developed and presented over 100 presentations regarding college readiness to secondary counselors, college admissions counselors, and other educational professionals
- Successfully developed a comprehensive college timeline, including application deadlines for admissions and financial aid for each student through one-on-one meetings and group presentations
- Assisted in the training and coaching of new hires on company policies and procedures
Education
Master of Science - Healthcare Administration
Texas Tech University Health Sciences Center
Lubbock, TX12.2019
Bachelor of Science - Psychology
Texas A&M UNIVERSITY
College Station, TX05.2017
Skills
- Windows & Apple Operating Systems
- MS Office (Word/PowerPoint/Excel/Access)
- Workday Proficient
- Project Management
- Resource Management
- Process Creation & Improvement
- Analytical Skills
- Industry awareness
- Exceptional communication
- Human resources information systems
- Payroll processing
- Benefits administration
- ADA compliance
- Human resource management
- Quality assurance (QA) threshold development
- HRIS expertise
Timeline
Client Specialist
Bank of America
06.2021 - Current
Sr. Customer Care Representative
Alight Solutions
03.2019 - 06.2021
College Recruitment Advisor
Texas A&M University/AmeriCorps
07.2017 - 03.2019
Master of Science - Healthcare Administration
Texas Tech University Health Sciences Center
Bachelor of Science - Psychology
Texas A&M UNIVERSITY