MELINA B. MARTINEZ
Chicago,Illinois
Summary
Customer relationship specialist and paralegal with proven ability to manage high call volumes and resolve complex member inquiries. Extensive experience in grievance processing and contract advice, ensuring compliance with policies while building client trust and loyalty. Skilled in database management and communication strategies, enhancing record accuracy and service efficiency.
Overview
18
18
years of professional experience
Work History
Member Service Resource Center Specialist
SEIU Healthcare
Chicago, Illinois
06.2026 - Current
- Grievance Intake & Contract Advice: Guided members on collective bargaining agreements, investigated workplace complaints, and processed formal grievances to ensure adherence to union policies.
- Member Advocacy & Referrals: Advocated for workers' rights, connected them with local union stewards, and referred them to specialized departments for comprehensive support.
- Inbound/Outbound Communication: Manage heavy call volumes and digital inquiries, handling questions regarding union benefits, membership status, and events.
- Database & Case Management: Documented calls, updated membership data, and created follow-up work orders or case files to maintain accurate records and support efficient case resolutions.
Customer Relationship Specialist
JRQ & Associates, LLC.
Chicago, Illinois
08.2016 - 01.2026
- Cultivated client relationships, resulting in increased customer satisfaction.
- Managed inbound calls from interested customers to address inquiries and provide information.
- Assisted in resolving customer inquiries through multiple communication channels.
- Executed follow-ups with clients to gather feedback and ensure service quality.
- Facilitated communication between departments to address client needs effectively.
- Ensured client accounts were accurately maintained to support effective service delivery. and maintained accurate records in CRM systems.
- Prepared evidence, petitions and any related case documents ensuring accuracy/attention to detail in all cases to ensure attorneys are aware of any and all facts that might hurt or help someone's case.
Accounts Administrator
Katz Law Office Ltd.
Chicago, Illinois
06.2008 - 05.2016
- Prepared and reviewed accurate billing statements, ensuring timely mailing to clients.
- Ensured completeness and accuracy of customer files, including contracts, invoices, and credit card transactions, supporting effective account management.
- Created and submitted weekly financial reports for operating and trust accounts, facilitating informed decision-making.
- Developed accounting calendar to facilitate regular payments and generate related reports.
- Updated corporate general ledger, drafted annual reports, and maintained physical records.
- Trained and managed ten collection specialists, enhancing performance and productivity within the billing department.
- Coordinated attorneys' weekly schedules, ensuring all deadlines were met and files prepared for court.
Education
Business Administration
Devry Institute
Chicago, ILSkills
- Case management software
- CRM software
- Case tracking
- Client management system
- Customer management
- Legal case management
- Data analysis tools
- Analytical skills
- Problem solving
- Organizational skills
- Time management
- Email communication
- Effective communication
- Communication skills
- Interpersonal skills
- Conflict resolution
- Database management
- Contract interpretation
- Member advocacy
- Policy compliance
- Customer relationship management
- Communication strategies
- Record maintenance
- Financial reporting
- Feedback collection
- Attention to detail
- Team collaboration
- Needs assessment
- Training facilitation
- Records management
- Telephone and email etiquette
- Clerical Tasks
- Proofreading documents
- Goal setting
- Policy implementation
- Multi-line telephones
- Written communication
- Problem-solving
- Report writing
- Scheduling coordination
- Workflow management
- Spreadsheet management
- Confidentiality maintenance
- Analytical thinking
- File system management
- Calendar management
- Invoice processing
- Strong problem solver
- Budget management
- Interpersonal communication
- Travel arrangements
- Customer service
- Proofreading
- Adaptability
- Reception duties
- Administrative background
- Business correspondence writing
- Vendor relations
- Staff supervision
- Office equipment operation
- Business communication
- Mail management
- Materials distribution
- Report preparation
LANGUAGES
English: Professional, Spanish: Professional
LEGAL AREAS OF EXPERTISE
- Immigration
- Family Law
- Estate Planning
- Real Estate
- Guardianships (Illinois and Indiana)
Work Preference
Location Preference
On-SiteRemoteHybridLocation: Chicago, IL
Open to relocation: No
Timeline
Member Service Resource Center Specialist
SEIU Healthcare
06.2026 - Current
Customer Relationship Specialist
JRQ & Associates, LLC.
08.2016 - 01.2026
Accounts Administrator
Katz Law Office Ltd.
06.2008 - 05.2016
Business Administration
Devry Institute