Laurie Martin
Madison,GA
Summary
Detail-oriented professional with extensive experience in customer service and account management. Known for strong problem-solving abilities and effective communication skills. Eager to leverage expertise in enhancing client relationships and driving customer satisfaction.
Overview
31
31
years of professional experience
Work History
Customer Support Specialist
Metlife
Aurora, Illinois
06.2023 - 03.2025
- Assisted customers and brokers with inquiries on insurance products and services, ensuring clear understanding and satisfaction.
- Resolved customer complaints through effective communication and problem-solving strategies.
- Coordinated with third-party vendors to resolve escalated customer issues, achieving timely resolutions and enhancing customer experience.
- Managed routine follow-ups to ensure timely responses to client concerns.
- Collaborated with team members to streamline service delivery, contributing to improved customer satisfaction.
- Facilitated onboarding of new clients using software demos for payment options and end-user software.
- Informed customers about billing procedures and set up payment options.
- Worked closely with sales and marketing departments to address complex customer issues.
Accounts Payable Coordinator
McFarlane Douglass & Companies
Burr Ridge, Illinois
05.2019 - 05.2023
- Instituted timely collection process for holiday decor invoices, achieving seventy percent improvement in payment cycle.
- Processed vendor invoices through accounting software, ensuring accurate record-keeping and compliance.
- Reconciled vendor statements to verify all transactions.
- Resolved payment inquiries and discrepancies through effective communication with vendors.
- Organized and maintained comprehensive records of all accounts payable transactions and documents.
- Collaborated with internal departments to resolve invoice-related issues promptly.
- Assisted in month-end closing by preparing reports and reconciliations.
Account Specialist
Sedgwick Inc.
Naperville, Illinois
08.2011 - 05.2019
- Managed client accounts, ensuring accurate documentation of all requests to maintain service quality.
- Coordinated communication among clients and internal teams to resolve issues promptly and effectively.
- Resolved complex client issues through effective collaboration with cross-functional teams.
- Analyzed client needs to deliver tailored support for service enhancements.
- Facilitated meetings to review account progress and pinpoint areas for strategic improvement.
- Implemented customer feedback mechanisms, resulting in improved client satisfaction scores.
- Prepared and presented monthly and quarterly account reports to senior management.
- Processed payments and issued monthly invoices for services rendered to clients' customers.
Student Director
Project READ
Atlanta, Georgia
07.2002 - 05.2011
- Coordinated volunteer recruitment and training, increasing student-tutor retention rates.
- Led initiatives to enhance community literacy programs, positively impacting local students' reading skills.
- Facilitated workshops on effective reading strategies for volunteer tutors.
- Developed comprehensive training materials for tutors involved in the program.
- Evaluated program effectiveness through participant and stakeholder feedback.
- Organized meetings with students and tutors to review procedures and address concerns.
- Planned and executed fundraising events, securing essential resources for literacy projects.
Day Care Director
FEGS - CEOSC
New York, New York
09.1997 - 06.2002
- Created and implemented engaging educational programs for children ages two to five in welfare-to-work drop-in program, enhancing learning experiences.
- Coordinated developmentally appropriate activities that fostered social, emotional, and cognitive growth in children.
- Supervised staff, providing training and support to enhance skills and effectiveness.
- Managed daily operations to ensure strict adherence to health and safety regulations.
- Maintained compliance with all federal, state, and local childcare regulations.
- Communicated regularly with parents about child development and program updates.
- Led team meetings to review policies, address concerns, and deliver training updates, improving team alignment and communication.
Teacher
St. Anselm School
The Bronx, New York
09.1994 - 06.1997
- Created child-centered, hands-on curriculum that stimulated student interest and engagement, leading to higher participation rates.
- Developed and implemented engaging lesson plans aligned with curriculum standards.
- Fostered positive classroom environment, increasing student participation and collaboration.
- Implemented assessment strategies to evaluate student understanding and progress.
- Collaborated with colleagues to develop and enhance educational programs, resulting in improved student outcomes.
- Advised parents on student performance and development strategies.
- Maintained safe and orderly learning environment for all students.
- Managed student behavior by establishing and enforcing classroom rules and procedures.
Education
Master of Arts - Education
Fordham University
New York, NY06-1994
Master of Science - Public Administration
Rutgers University
Newark, NJ06-1992
Skills
- Insurance knowledge
- Customer service
- Payment processing
- Billing procedures
- Issue resolution
- Account management
- Client relationship management
- Problem solving
- Team collaboration
- Multitasking and organization
- Effective communication
Timeline
Customer Support Specialist
Metlife
06.2023 - 03.2025
Accounts Payable Coordinator
McFarlane Douglass & Companies
05.2019 - 05.2023
Account Specialist
Sedgwick Inc.
08.2011 - 05.2019
Student Director
Project READ
07.2002 - 05.2011
Day Care Director
FEGS - CEOSC
09.1997 - 06.2002
Teacher
St. Anselm School
09.1994 - 06.1997
Master of Arts - Education
Fordham University
Master of Science - Public Administration
Rutgers University