Martha Kennedy
Summary
Accomplished business professional with a proven track record of delivering exceptional customer service and growing positive client relationships. Adept at managing diverse accounts, resolving discrepancies quickly, providing solutions and improving operations. Seeking to leverage experience in a fast-paced customer service role to garner client retention and organizational success. Self-motivated- highly organized.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Marketing and Public Relations Coordinator
Sentara Healthcare
Norfolk, Virginia
09.2013 - Current
- Resolve customer concerns promptly and effectively, maintaining a 98% satisfaction rate
- Collaborate with cross-functional teams to improve operations and performance
- Design, create and implement training and materials for new customers
- Reconcile financial and invoice discrepancies with diplomacy and discretion for members
- Mitigate backorders and cancellations through research, analysis and communications
- Demonstrate strong product knowledge on Henry Schein platform to assist customers with inquiries.
Practice Manager - Neurology
Sentara Healthcare
Norfolk, Virginia
09.2011 - 09.2013
- Responsible for two ambulatory practices 24/7 with up to 10 providers and 25 support staff
- Slashed overtime by 65% through efficient staff scheduling and workflow enhancements
- Introduced new inventory systems, cutting costs and minimizing waste significantly
- Boosted team retention by implementing strategic hiring and comprehensive training programs
- Elevated patient satisfaction scores by 15% through collaborative provider engagement
- Enhanced critical patient care by developing and launching an Emergent Patient workflow
- Division Campaign Leader for United Way Fundraiser 2012 and 2013—exceeding goal.
Loan Originator
Providence One Mortgage
Virginia Beach, Virginia
07.2004 - 10.2006
- Secured over $30M in loans over two years, maintaining a 98% loan retention rate
- Managed multifaceted loan origination processes, specializing in FHA and VA loans
- Analyzed client financial data to tailor mortgage solutions and guide clients to informed decisions.
Marketing Associate
SYSCO Foodservices
Pocomoke, MD
08.2000 - 12.2003
- Generated and qualified leads utilizing networking, cold calls and outside referrals
- Carried out sales and marketing of 15,000+ line items to restaurants and institutions
- Met all sales objectives, recognized for leading one of the company’s highest-rated territories
- Consistently earned Chairman’s or Presidential awards for achieving/exceeding goals.
Education
Bachelor of Science in Business Administration -
Skills
- Excellent Customer Service
- Professional and prompt communication
- Accuracy and attention to detail
- Flexible and tolerant
- Operations Management
- Financial Management
- Medical Terminology
- Process Improvement
- Relationship Building
- Discretion and Confidentiality
- Work Planning and Prioritization
Websites
Certification
- Lean Principles and Value Stream Mapping for Healthcare
- Google Project Management Certification
- Salesforce Essentials – in training
Timeline
Marketing and Public Relations Coordinator
Sentara Healthcare
09.2013 - Current
Practice Manager - Neurology
Sentara Healthcare
09.2011 - 09.2013
Loan Originator
Providence One Mortgage
07.2004 - 10.2006
Marketing Associate
SYSCO Foodservices
08.2000 - 12.2003