Summary
Overview
Work History
Education
Skills
Timeline
Generic

Martha McKenzie

Mililani Town,HI

Summary

Results-oriented team leader with a successful track record of managing teams, streamlining processes, and delivering results. Experienced in developing and executing strategies to increase productivity and profitability. Skilled in utilizing data-driven insights to identify areas for improvement and ensure customer satisfaction. Motivated professional with a commitment to top-tier performance. Strong leadership and motivational skills in addition to a focus on customer satisfaction. Maximize quality assurance through compliance with regulatory guidelines and training initiatives. Unwavering commitment to customer satisfaction, with the ability to build productive relationships, resolve complex issues, and win customer loyalty. Efficient professional with experience and proven knowledge of team building, branding, and new business development. Aiming to leverage my abilities to successfully fill a role on your team.

Overview

7
7
years of professional experience

Work History

Operations Manager, Customer Experience

Civic Auto
07.2023 - 10.2023
  • Resolved customer issues quickly and professionally while maintaining high customer satisfaction ratings.
  • Managed the daily operations of multiple departments to maximize efficiency.
  • Developed talented team, participating in hiring, coaching, and performance management processes.
  • Provided employees with guidance in handling difficult problems or in resolving escalated complaints or disputes.
  • Developed and maintained relationships with customers and vendors for successful project completion.
  • Utilized problem solving skills to anticipate potential risks or obstacles within the organization.
  • Created and enforced policies and procedures to support compliance.
  • Provided leadership in creating innovative methods for streamlining business processes.
  • Identified opportunities for increasing productivity through increased automation or other strategies.

Executive Assistant

ADJ LLC
10.2022 - 07.2023
  • Exhibited strong organizational skills to manage multiple projects simultaneously.
  • Provided administrative support services such as preparing reports, transcribing meeting minutes, conducting research.
  • Demonstrated proficiency in calendar management, scheduling and coordinating executive-level meetings.
  • Managed and organized confidential information to maintain privacy.
  • Managed executive email accounts by responding to messages and initiating email conversations with colleagues.
  • Efficiently managed incoming and outgoing calls while exercising discretion when handling sensitive information.
  • Proofread and edited executive documents and communications.
  • Coordinated executive calendar by scheduling meetings with appropriate parties and confirming availability.
  • Coordinated schedules by booking and canceling meeting venues.
  • Compiled and analyzed data for executive decision-making.
  • Managed office staff by recruiting, preparing orientations and training employees.
  • Performed general office duties, such as ordering supplies, maintaining records management database systems and performing basic bookkeeping work.

Operations Manager, Customer Experience

ADJ LLC
10.2022 - 07.2023
  • Resolved customer issues quickly and professionally while maintaining high customer satisfaction ratings.
  • Managed the daily operations of multiple departments to maximize efficiency.
  • Developed talented team, participating in hiring, coaching, and performance management processes.
  • Maintained professional working relationships and promoted open lines of communication with staff.
  • Monitored customer feedback and implemented changes as needed to enhance service quality.
  • Provided employees with guidance in handling difficult problems or in resolving escalated complaints or disputes.
  • Developed and maintained relationships with customers and vendors for successful project completion.
  • Utilized problem solving skills to anticipate potential risks or obstacles within the organization.
  • Ensured effective communication among staff members by providing training when necessary.
  • Measured staff and process productivity and utilized results to make helpful equipment and staffing adjustments.
  • Identified opportunities for increasing productivity through increased automation or other strategies.
  • Strategized with leadership to stay ahead of changing customer needs and labor planning concerns.
  • Created reports to track performance metrics against established targets.
  • Evaluated operational costs and identified areas of improvement.

Patient Service Representative (PSR)

Queens Island Urgent Care
03.2021 - 08.2021
  • Answered incoming calls promptly while demonstrating excellent phone etiquette and professionalism.
  • Performed patient registration and scheduling in a fast-paced environment with accuracy and efficiency.
  • Scheduled appointments and assisted with referrals.
  • Verified patient information to ensure accuracy prior to appointment check-in.
  • Ensured compliance with HIPAA regulations through proper handling of confidential patient information.
  • Verified and updated changes in patient, physician, or insurance to maintain proper billing.
  • Processed payments accurately by verifying insurance coverage and applying copays and deductibles when applicable.
  • Developed positive relationships with patients by providing courteous service during check-in and check-out procedures.
  • Input patient data into the electronic medical record system accurately and efficiently.
  • Collaborated effectively with other departments to resolve customer inquiries quickly and efficiently.

Warehouse Floor Manager

Amazon
04.2020 - 01.2021
  • Guided loading and unloading of goods, maintaining safety standards at all times.
  • Oversaw warehouse job functions to meet on-time delivery needs.
  • Planned layout of warehouse to achieve optimum space for product.
  • Managed and directed daily activities of production and operations.
  • Directed daily activities and workload for warehouse team to achieve output goal requirements.
  • Reviewed and analyzed inventory reports to identify areas of improvement in the warehouse.
  • Coordinated with other departments to ensure that customer orders were filled accurately and efficiently.
  • Utilized strong problem-solving skills to resolve issues in a timely manner.
  • Enforced company policies related to safety regulations, security protocols., ensuring adherence by all staff members.
  • Organized workflow to maximize productivity and minimize cost while maintaining high quality standards.
  • Supervised, scheduled, and trained staff to drive safe and efficient operation of warehouse and delivery functions.
  • Evaluated employee performance, motivating and disciplining staff when necessary.
  • Oversaw the recruitment process for new employees; conducted interviews and provided training as needed.
  • Monitored employee attendance records; addressed any discrepancies or disciplinary actions as necessary.

Scheduling Coordinator

Dr Green Relief
01.2017 - 07.2020
  • Analyzed trends in patient volume, wait times, cancellations., then implemented corrective actions as needed.
  • Identified opportunities for streamlining workflows related to the administration of patient appointments.
  • Served as a liaison between various departments within the organization when coordinating complex appointment requests.
  • Established relationships with external vendors as necessary for obtaining additional resources or services required by patients.
  • Performed administrative tasks such as filing paperwork, preparing correspondence.
  • Monitored incoming calls from patients seeking appointment times or requesting changes in their existing schedules.
  • Ensured compliance with all applicable laws related to medical appointments and scheduling practices.
  • Maintained a high level of accuracy when entering data into the EHR system.
  • Demonstrated excellent customer service skills while interacting with patients, families, and healthcare providers.
  • Collaborated with clinical staff members to review patient needs and requirements prior to scheduling procedures or tests.
  • Coordinated patient appointments and maintained calendars for physicians and other medical staff.
  • Scheduled new and return appointments in electronic systems.
  • Assisted patients with understanding their health plan benefits and navigating the approval process for treatments or procedures as needed.

Customer Service Representative/Sales Associate

Diamond Resorts International
08.2016 - 01.2017
  • Demonstrated excellent customer service skills when dealing with client inquiries.
  • Communicated product features, advantages, and benefits to customers.
  • Developed and maintained relationships with customers to ensure repeat business.
  • Utilized persuasive communication techniques to close deals quickly and efficiently.
  • Managed customer accounts by providing accurate information on product availability and pricing.
  • Worked with management teams to develop annual sales plans, goals, and targets.
  • Conducted regular follow ups with customers post purchase to ensure satisfaction and gauge loyalty levels.
  • Negotiated contracts and prices with clients to exceed sales goals.
  • Generated leads and maintained lists of prospective customers.
  • Generated new leads through cold calling, networking and referrals.
  • Remained current on relevant product and industry information to provide up-to-date catalogs and services.
  • Leveraged CRM software tools effectively for tracking customer interactions and managing pipeline activity.

Education

High School Diploma -

President William McKinley High School
Honolulu, Hawaii
05.2016

Skills

  • Inventory Control Processes
  • Maintaining Clean Work Areas
  • Training Programs
  • Customer Experience Improvement
  • Account Management
  • Customer Care
  • Customer Inquiries
  • Professional Relationships
  • Staff Meetings
  • Employee Performance Reviews
  • Performance Improvement Tracking
  • Management Training
  • Develop Policies
  • P&L Administration
  • Accounts Payable and Accounts Receivable
  • Price Structuring
  • Business Objective Analysis
  • Manage Operations
  • Hiring and Onboarding
  • Cash Control
  • Quality Assurance Evaluation
  • Desktops, Laptops and Mobile Devices
  • Performance Improvement
  • Department Oversight
  • Quality Assurance
  • Effective Leader
  • Mathematical Calculation and Reasoning
  • Delegating Work
  • Business Management

Timeline

Operations Manager, Customer Experience

Civic Auto
07.2023 - 10.2023

Executive Assistant

ADJ LLC
10.2022 - 07.2023

Operations Manager, Customer Experience

ADJ LLC
10.2022 - 07.2023

Patient Service Representative (PSR)

Queens Island Urgent Care
03.2021 - 08.2021

Warehouse Floor Manager

Amazon
04.2020 - 01.2021

Scheduling Coordinator

Dr Green Relief
01.2017 - 07.2020

Customer Service Representative/Sales Associate

Diamond Resorts International
08.2016 - 01.2017

High School Diploma -

President William McKinley High School

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Martha McKenzie