Natalie Martinez
Miami,FL
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
10
10
years of professional experience
Work History
Member Service Supervisor
Global Benefits Group
03.2020 - Current
- Enhanced member satisfaction by providing exceptional customer service and resolving complex issues.
- Streamlined processes for increased efficiency and improved overall team productivity.
- Led a team of Member Service Representatives, ensuring adherence to company policies and high-quality performance.
- Collaborated with cross-functional teams to drive continuous improvement initiatives and achieve desired results.
- Mentored new hires, resulting in higher retention rates and faster integration into the team.
- Implemented new training programs that led to significant improvements in employee knowledge and skillsets.
- Reduced call wait times by implementing more efficient scheduling practices and optimizing staff resources.
- Analyzed member feedback to identify areas for improvement, leading to targeted action plans and better service delivery.
- Managed escalated situations professionally, resolving conflicts effectively while maintaining positive relationships with members.
- Monitored key performance metrics regularly, identifying trends and implementing strategies to improve team success rates consistently.
- Facilitated open communication among team members, creating a supportive work environment that encouraged collaboration towards shared goals.
- Organized regular team meetings for process updates, sharing best practices, discussing challenges faced, and brainstorming solutions together as a group.
- Coached team members through performance reviews, identifying areas for growth and development while setting achievable goals in alignment with organizational objectives.
- Upheld high standards of professionalism and confidentiality by diligently maintaining member information security, adhering to all relevant policies and regulations.
- Completed training and worked effectively under high-pressure client services environments.
Case Manager
Global Benefits Group
08.2019 - 03.2020
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Facilitated successful transitions between levels of care by developing detailed discharge plans and coordinating resources.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Identified appropriate providers and facilities throughout continuum of services while ensuring that available resources are being used and in cost effective manner.
Member Services Coordinator
Global Benefits Group
10.2017 - 08.2019
- Enhanced member satisfaction by promptly addressing inquiries and providing solutions to concerns.
- Maintained accurate member records, ensuring timely communication and data-driven decision making.
- Provided exceptional customer service, consistently exceeding expectations and earning positive feedback from members.
- Served as a liaison between members and internal teams, ensuring seamless communication throughout all interactions.
- Established trust with clients by consistently delivering on promises while maintaining open lines of communication.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Trained and supervised junior customer service representatives on best practices to meet organization goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and provided backup support for organizational leadership.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Front Desk Receptionist
Dr. Jhonny Salomon Plastic Surgery And MedSpa
12.2015 - 10.2017
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Streamlined office operations for improved productivity with effective organization and communication skills.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Developed strong working relationships with team members, fostering a positive work environment.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Provided exceptional customer service by addressing inquiries and resolving issues in a timely manner.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Spearheaded office supply inventory management, reducing costs by identifying necessary items before depletion occurred.
- Collected room deposits, fees, and payments.
Medical Office Receptionist
Med Care
06.2014 - 12.2015
- Improved patient satisfaction by efficiently managing front desk operations and addressing inquiries professionally.
- Enhanced office efficiency by maintaining organized patient records and scheduling appointments accurately.
- Streamlined the check-in process for patients, resulting in reduced wait times and increased satisfaction.
- Collaborated with medical staff to ensure seamless communication and coordination of patient care.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and protecting privacy rights.
- Supported administrative tasks such as filing, data entry, and document preparation for medical professionals.
- Organized paperwork such as charts and reports for office and patient needs.
- Reviewed and sent medical records to other physicians upon request.
- Received, recorded and filed medical payments by check, cash, and credit card.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Checked patient insurance, demographic, and health history to keep information current.
Education
Bachelor of Science - Health Care Administration
Purdue Global University
2019
Associate of Applied Science - Business Administration
Keiser University
Miami, FL2015
Skills
- Insurance Understanding
- Excellent Communication
- Team Leadership
- Conflict Resolution
- Customer Service
- Analytical Thinking
- Attention to Detail
- Problem Solving
- Interpersonal Skills
- Time Management
- Organizational Skills
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Member Service Supervisor
Global Benefits Group
03.2020 - Current
Case Manager
Global Benefits Group
08.2019 - 03.2020
Member Services Coordinator
Global Benefits Group
10.2017 - 08.2019
Front Desk Receptionist
Dr. Jhonny Salomon Plastic Surgery And MedSpa
12.2015 - 10.2017
Medical Office Receptionist
Med Care
06.2014 - 12.2015
Bachelor of Science - Health Care Administration
Purdue Global University
Associate of Applied Science - Business Administration
Keiser University
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