LUZ MARTINEZ
Summary
Professional with strong background in customer interactions and service solutions. Bilingual, highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Experience in handling incoming calls, inputting and processing orders. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices.
Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
Work History
Patient Access Representative
MONTROSE REGINAL HEALTH
09.2024 - Current
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
- Learned and adapted quickly to new technology and software applications.
Customer Service Representative
SKYTAN SERVICES LLC
01.2019 - 12.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Learned and adapted quickly to new technology and software applications.
OFFICE TECH 1/CASE AIDE
Montrose County
12.2012 - 08.2018
- Maintained strict confidentiality regarding sensitive client information in accordance with agency policies and legal requirements.
- Developed strong rapport with clients by demonstrating empathy, active listening, and effective communication skills.
- Provided compassionate support during crisis situations, implementing de-escalation techniques when necessary.
- Facilitated communication between clients and other service providers.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Learned and adapted quickly to new technology and software applications.
Education
DIPLOMA - COSMETOLOGY
TECHNICAL COLLEGE OF THE ROCKIES
Delta, CO06-2024
High School Diploma -
VISTA CHARTER HIGH SCHOOL
Montrose, CO01-2005
Skills
- HIPAA compliance
- Bilingual/Translations
- Problem-solving
- Team collaboration
- Money handling
- Payment processing
- Data entry
- Organization skills
- Attention to detail
- Strong verbal and written communication
- Caring and empathetic
- Friendly and outgoing
References
Felicia Basagoitia-Rash
Billing and Collections Representative- DMEA/Elevate (970)240-6855
Vivian Sisneros
Senior Accounting Tech- Montrose County Public Health
(970)596-1114
Yolanda Truitt
Barber/Cosmetologist - The Barlon Studio
(970)549-6679
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Patient Access Representative
MONTROSE REGINAL HEALTH
09.2024 - Current
Customer Service Representative
SKYTAN SERVICES LLC
01.2019 - 12.2022
OFFICE TECH 1/CASE AIDE
Montrose County
12.2012 - 08.2018
DIPLOMA - COSMETOLOGY
TECHNICAL COLLEGE OF THE ROCKIES
High School Diploma -
VISTA CHARTER HIGH SCHOOL
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