MADALYN MARTIN
Summary
I am seeking a role that will utilize my unique skill set to advance my career by challenging me professionally to further develop and expand my knowledge for the betterment of the company I serve, bringing us both to new heights of success.
Overview
8
8
years of professional experience
Work History
Document Management Specialist
Bechtel National Inc
Oak Ridge, TN
07.2024 - Current
- Adhere to document control procedures ensuring compliance with company and industry requirements.
- Developed training aides for current and future team members to utilize in tandem with company procedures.
- Conduct quality checks on each document to verify accuracy and completeness of document records prior to processing.
- Perform document reproduction, printing documents from our internal electronic sources and adding them accordingly to the physical Construction Work Packages that are used in the field as requested throughout each day to ensure they are up to date and work is performed accurately.
- Collaborate with Field Engineering, Subcontract, and Startup teams to ensure that all documentation requirements are met prior to work being performed.
- Manage the opening of new Construction Work Packages, which requires that I ensure all required documentation is complete, correct, and included in the work package. I work with our Classification team to review and stamp the work package accordingly. Once complete, I make necessary electronic and physical updates to the Construction Work Package and verify all information is accurate before I approve it to be utilized in the field.
- Manage the closure of Construction Work Packages which requires that I ensure all work has been signed off as finished and all required documentation is complete, correct, and included in the work package. I work with Classification to give their final review and then process the final product. Additionally, I securely separate and store all original documentation as mandated by company procedure.
Extended Business Office Supervisor
Medfinancial
07.2022 - Current
- Responsible for all aspects of the daily operations of the staff supporting five clients with approximately 50 sites across the country.
- Developed internal QA process to ensure SFTP file exchange accuracy.
- Acted as the internal Liaison and SME to the Information Systems Development Team for software development and business intelligence processes,
- Documented specialized data and requirements to address client and business demands,
- Collaborated with management on the expected implementation plans.
- Enhanced team productivity by providing ongoing training and support to staff members.
- Implemented performance tracking systems, leading to increased accountability among staff members. Key Performance Indicators included average speed to answer calls, average handle times, abandonment rate, one call resolution, collections, and call cadence.
- Established clear performance expectations for staff members to promote high-quality service delivery and customer satisfaction by ensuring key performance indicator expectations are met.
- Evaluated employees performance and conducted regular employee performance reviews.
- Served as a primary point of contact for clients during and after client implementation phases, ensuring their questions and/or concerns were addressed promptly and accurately.
- Streamlined communication between departments, ensuring smooth project execution and increased efficiency.
Account Analyst
Medfinancial
07.2020 - 07.2022
- Liaison to our hospital clients to ensure information is accurate.
- Reviewed incoming documents and verify customer information.
- Compared documentation to the hospital systems to verify account information.
- Submitted and filed completed documentation in our system.
- Processed funding (loans) once verification is complete.
- Sent documents and letters out to customers regarding the status of their accounts.
- Cancelled accounts if the customer no longer meets the criteria.
- Reviewed delinquent loans for return to the hospital.
- Provided detailed notation of the happenings with each account.
- Effectively managed inbound and outbound customer calls including automated dialers.
Customer Service Representative
Medfinancial
01.2019 - 06.2020
- Investigated and resolved customer inquiries and complaints.
- Financial advocate to customers paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Effectively managed inbound and outbound customer calls.
- Cross trained and provided backup support for organizational leadership.
- Performed peer quality assurance reviews.
- Submitted payment related requests to the Finance Department to initiate funding.
- Utilized the OnBase system to assist account analysts by processing electronic files.
- Created detailed Excel spreadsheets to follow up on accounts which are still processing through insurance accounts that have problems and accounts that require hospital review.
- Met customer call guidelines for service levels.
- Managed time, and productivity.
- Increased efficiency and team productivity by promoting operational best practices.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Office Administrator
EXIT TLC REALTY
05.2018 - 01.2019
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Managed and scheduled appointments for showings and closings.
- Answered multiline phone system routing calls delivering messages to staff and greeting visitors.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Managed and properly accounted for petty cash issued to facilitate general office activities.
Education
High School Diploma -
Bearden High School
Knoxville, TN05.2017
Skills
- Operations Management
- Employee Onboarding, Training, and Development
- Document Management
- System Assessment
- Client Relations Management
- Attention to Detail
- Organization and Time Management
- Computer and Typing Skills
- Problem Resolution
- Implementation Management
- Excellent verbal and written communication
- Microsoft Office Proficient
Accomplishments
I enrolled in the EdFinancial Leadership Development Program in January of 2023 and completed the program in December of 2023.
Who Am I
I am a meticulous collaborator with strong organizational skills, a passion for continuous improvement, and the ability to manage multiple projects simultaneously with professionalism, efficiency, and accuracy. I excel at project management, implementation, training, customer relations / onboarding, system assessment, with an eye for details.
References
- Neeloy Chaudhuri, Medfinancial, Information Systems Specialist, nchaudhuri@medfinancial.com
- Nichole Rousseau, Medfinancial Supervisor, Nrousseau@medfinancial.com
- George Semko, Medfinancial, Former VP-Operations, Gsemko80@aol.com - Letter of Recommendation available upon request if unable to attach.
Timeline
Document Management Specialist
Bechtel National Inc
07.2024 - Current
Extended Business Office Supervisor
Medfinancial
07.2022 - Current
Account Analyst
Medfinancial
07.2020 - 07.2022
Customer Service Representative
Medfinancial
01.2019 - 06.2020
Office Administrator
EXIT TLC REALTY
05.2018 - 01.2019
High School Diploma -
Bearden High School