Martha M Najera
Business Administrator
Houston,TX
Summary
I’m currently seeking a position that allows me to stay active and continue learning, leveraging my experience in customer service, administration, or finance. I am a highly flexible and adaptable individual, eager to take on new challenges and contribute effectively to any team. I am a positive individual who is approachable and easy to communicate with.
Overview
9
9
years of professional experience
3
3
Languages
Work History
Health Administrative Assistant
Medical Health Institute
01.2024 - Current
- Founded and led the Scheduling Department, building the team from the ground up to streamline and professionalize the patient appointment process.
- Direct contact with CEO
- Answered inquiries from general public, patients, and clinical providers.
- Collected, sorted and distributed mail, messages, and courier deliveries.
- Consistently upheld strict confidentiality of patient records by adhering to HIPAA regulations and implementing secure protocols for handling and storing sensitive information.
- Coordinated appointments between multiple departments, minimizing scheduling conflicts and reducing patient wait times. Scheduled appointments for providers and maintained office master calendar.
Customer Service Analyst
First Brands Group (six Months Contract)
05.2023 - 11.2023
- Identified trends in customer inquiries, providing insights to improve products or services accordingly.
- Conducted thorough root cause analyses for recurring issues, implementing preventive measures to minimize future occurrences.
- Proactively anticipated potential customer concerns, developing strategies to address them before they escalated into larger issues.
- Managed key accounts including Amazon, NAPA, O'Reilly, and Walmart, assisting with order entry, tracking, resolving discrepancies, and coordinating shipment schedules with carriers.
- Responsible for training new hires to deliver exceptional customer service, develop strong product knowledge, and understand company operations and procedures.
Lead Customer Service / Dispute Analyst
Honeywell / Rocky Brands Group
03.2020 - 12.2023
- Used sound judgment and available resources to make well-informed decisions for case approval or denial.
- Held monthly meetings with the CEO and Vice President to review client accounts, assess eligibility for rebates or financial adjustments, and ensure top-tier service quality
- After analyzing the case, I determined whether the customer was responsible for the fee or, if the issue was on our end, ensured a reimbursement was issued accordingly.
- Also responsible for processing tax credits and ensuring inter-company contracts were accurate, up to date, and aligned with current agreements.
- Responsible for managing KPI metrics for a team of 9 members, including generating daily reports each morning to guide discussions during our team meetings.
- Led meetings with the Vice President and CEO to ensure the Deductions/Disputes team was meeting deadlines and achieving monthly performance goals.
Sr. Customer Service
Honeywell
12.2016 - 03.2020
- Handpicked as the first member of the newly created “Specific Accounts” team responsible for Honeywell’s highest-value PPE clients
- Managed two of the largest key accounts in the Productivity Products division, held weekly meetings to ensure alignment, and utilized customer portals to enter and process orders in our system.
- Assisted the supervisor with tracking and reporting the team’s daily metrics.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Education
Business Administration -
Universidad ITACA
Certification in Business Administration - Finance
Academia Plantel Colon MX
Service Experience Management - undefined
Northern Arizona University
Flagstaff, AZHigh School Diploma - undefined
Pace High School
Brownsville, TXSkills
ASN400
Skills
- Proficient in Microsoft Office
- Accurate data entry
- Strong attention to detail
- Highly organized
- Quick learner
- Willing to go above and beyond
- Skilled at training new hires
Accomplishments
Honeywell – Specific Accounts Team (PPE Division)
Founding Member | Salesforce Trainer | Client Relations
- Handpicked as the first member of the newly created “Specific Accounts” team responsible for Honeywell’s highest-value PPE clients.
- Built custom Salesforce pages and developed daily CRM-based performance metrics to track productivity and client engagement.
- Created and maintained a weekly Excel dashboard to compare team metrics, helping drive continuous improvement.
- Trained new team members on proper Salesforce usage, ensuring smooth onboarding and platform efficiency.
- Traveled to major client locations, including Chicago and New York, to strengthen relationships, resolve issues on-site, and ensure client satisfaction through face-to-face engagement.
Medical Health Institute – Scheduling Team Lead
Team Builder | CRM Management | Process Optimization
- Founded and led the Scheduling Department, building the team from the ground up to streamline and professionalize the patient appointment process.
- Created all operational tools, including scripts, templates, and workflows, tailored to enhance patient experience and adapt to evolving needs.
- Maintained and optimized the CRM system (Zoho) to ensure accurate scheduling, data tracking, and internal coordination.
- Collaborated with Labcorp to manage patient lab work scheduling and follow-ups, ensuring timely results and continuity of care.
- Consistently analyzed and adapted scheduling strategies to meet the changing demands of new and existing patients.
Timeline
Health Administrative Assistant
Medical Health Institute
01.2024 - Current
Customer Service Analyst
First Brands Group (six Months Contract)
05.2023 - 11.2023
Lead Customer Service / Dispute Analyst
Honeywell / Rocky Brands Group
03.2020 - 12.2023
Sr. Customer Service
Honeywell
12.2016 - 03.2020
Certification in Business Administration - Finance
Academia Plantel Colon MX
Service Experience Management - undefined
Northern Arizona University
High School Diploma - undefined
Pace High School
Business Administration -
Universidad ITACA
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