Martha Najera
Houston,TX
Summary
Customer-focused professional with proven track record of exceeding customer expectations and providing exceptional service. Excellent communication skills, with the ability to quickly develop rapport with customers and resolve complex service issues. Skilled in using CRM and help desk software to effectively manage customer accounts, troubleshoot technical issues, and resolve escalated customer complaints.
Overview
8
8
years of professional experience
Work History
Health Administrative Assistant
Medical Health Institute
01.2024 - Current
- Updated patients' medical records using electronic recordkeeping system.
- Scheduled appointments for providers and maintained office master calendar.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Kept information confidential and followed HIPAA guidelines to maintain patient trust.
- Used knowledge of medical terminology to transcribe patient information from written copy, electronic equipment, or verbal direction.
Customer Service Analyst
First Brands Group (temporary contract)
03.2023 - 11.2023
- Analyzed dispute trends, identified process improvement opportunities, and recommended solutions to management
- Negotiated settlements between merchants and customers when necessary
- Ensured compliance with federal regulations governing consumer protection rights
- Provided training on dispute resolution procedures to new employees as needed.
Deductions Coordinator
Honeywell / Rocky Brands Group
11.2020 - 03.2023
- Coordinated training sessions for new employees on relevant topics
- Communicated effectively with internal staff members as well as external vendors to resolve issues quickly and efficiently
- Implement strategies to minimize future deductions by analyzing and identifying root causes of disputes, in order to improve overall profitability and customer satisfaction
- Held corporate meetings with CEO and VP, for monthly briefings.
Lead Customer Service Dispute Analyst
Honeywell / Rocky Brands Group
03.2018 - 12.2020
- Analyzed dispute trends, identified process improvement opportunities, and recommended solutions to management
- Negotiated settlements between merchants and customers when necessary
- Ensured compliance with federal regulations governing consumer protection rights
- Provided training on dispute resolution procedures to new employees as needed.
Sr. Customer Service
Honeywell
12.2016 - 03.2018
- Tracked shipments, orders and returns as requested by customers
- Demonstrated excellent communication, interpersonal and problem solving skills while interacting with customers on the phone and in person
- Collaborated with colleagues to ensure timely resolution of customer complaints and queries
- Navigated multiple computer systems and applications and utilized search tools to find information
- Followed up promptly on all unresolved cases from previous shifts.
Education
Business Administration -
Universidad ITACA
Certification in Business Administration - Finance - undefined
Academia Plantel Colon MX
01.2022
Service Experience Management - undefined
Northern Arizona University
Flagstaff, AZ01.2017
High School Diploma - undefined
Pace High School
Brownsville, TX01.2010
Skills
- SAP
- ASN400
- Oracle
- Billtrust
- Conflict Resolution
- Time Management
- CRM Software Usage
- Multitasking Abilities
- Positive Attitude
- Salesforce CRM
- Data Entry
- Analytical Thinking
- Zoho Sign
- Microsoft office knowledgeable
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Portuguese
Limited Working
Timeline
Health Administrative Assistant
Medical Health Institute
01.2024 - Current
Customer Service Analyst
First Brands Group (temporary contract)
03.2023 - 11.2023
Deductions Coordinator
Honeywell / Rocky Brands Group
11.2020 - 03.2023
Lead Customer Service Dispute Analyst
Honeywell / Rocky Brands Group
03.2018 - 12.2020
Sr. Customer Service
Honeywell
12.2016 - 03.2018
Business Administration -
Universidad ITACA
Certification in Business Administration - Finance - undefined
Academia Plantel Colon MX
Service Experience Management - undefined
Northern Arizona University
High School Diploma - undefined
Pace High School
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