Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nikia Martin

Atlanta,GA

Summary

Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

11
11
years of professional experience

Work History

Benefits Administrator

Quest Financial Solutions
Atlanta, GA
09.2021 - 12.2021
  • Directed and controlled 401K, medical, dental and vision benefit packages.
  • Located providers for employee medical, dental and life.
  • Managed continuous enrollment processes, as well as yearly enrollment periods.
  • Managed employee benefits program for 500-employee company, working with vendors, providers and staff to maintain strong portfolio of insurance and retirement options.
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email and in-person interactions.
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Checked employees' benefits enrollment for accuracy and inputted all data into Cloud Based Software.
  • Observed strict procedures to maintain data and plan participant confidentiality.
  • Expedited benefit delivery by establishing working relationships with benefit providers.
  • Reviewed benefits paperwork for accuracy and completeness.
  • Educated new hires about different benefit plans.
  • Evaluated different providers offering range of services, coverages and plan options to pick optimal choice.
  • Audited benefit programs and agreements to optimize service delivery.

Escalation Specialist

Secure Contact Solutions
Alpheratta, Georgia
08.2019 - 09.2020
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Recommended products to customers, thoroughly explaining details.
  • Responded proactively and positively to rapid change.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes.
  • Trained new personnel regarding company operations, policies and services.
  • Handled over 150 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Recorded actions taken, issues resolved and customer information to effectively manage customer accounts.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Provided information regarding charge accounts and loyalty programs.

Senior Underwriter

Synchrony Financial
Alpheratta , GA
11.2016 - 08.2019

• Received inbound calls to assist customers with credit increase requests.

• Analyze credit report and credit behavior to make accurate decisions.

• Interpret and verified account information

• Present, firm, yet polite to customers, explaining decisions regarding requests

• Assist internal and external clients with requests

• Maintained and updated the records of changes for future records

• Maintained and updated customer accounts as needed Gather information and examine forms, policies, and other records as provided by customers, clients, and other agencies or resources to make appropriate determination of resolution

• Reviewed and analyzed pre-application, applications and all supporting documents to determine loan or grant eligibility and inputs data into appropriate automated database system.

• Prepares written loan/grant recommendations

• Provided a wide variety of servicing actions for assigned less difficult loan cases.

Benefit Administrator

Xerox
Atlanta , GA
09.2014 - 11.2016
  • Directed and controlled medical, dental and vision benefit packages.
  • Located providers for Medicaid participants medical, dental, and prescription plan.
  • Managed continuous enrollment processes, as well as yearly enrollment periods.
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email and in-person interactions.
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Observed strict procedures to maintain data and plan participant confidentiality.
  • Expedited benefit delivery by establishing working relationships with benefit providers.
  • Reviewed benefits paperwork for accuracy and completeness.
  • Evaluated different providers offering range of services, coverages and plan options to pick optimal choice.
  • Audited benefit programs and agreements to optimize service delivery.
  • Responsible for placing clear and thorough financial assessments, authorizations/pre-certs, and/or benefit.


Escalation Supervisor

Secure Contact Solutions
Alpheratta , GA
03.2011 - 08.2014
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Recommended products to customers, thoroughly explaining details.
  • Responded proactively and positively to rapid change.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes.
  • Trained new personnel regarding company operations, policies and services.
  • Handled over 150 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Recorded actions taken, issues resolved and customer information to effectively manage customer accounts.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Provided information regarding charge accounts and loyalty programs.

Order Processor

Secure Contact Solutions
Alpharetta, GA
09.2009 - 03.2011
  • Responded to inbound inquiries regarding accounts and payments.
  • Managed and responded to correspondence and inquiries from customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Handled over 175 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.

Education

Associate of Science - Health Administration

Columbia Southern University
Orange Beach, AL
05.2023

GED -

Technical College System of Georgia
Atlanta, GA
07.2015

Associate of Science - Dialysis Technology

New Horizons Medical Institute
Norcross, GA
03.2015

Skills

  • Microsoft Office (Word, Excel, Outlook
  • Analytical and good problem-solving skill
  • Good interpersonal skills
  • Time management skill
  • Computer and software installation
  • Windows and Mac operating systems
  • In-depth data collection and analysis
  • Detail-oriented approach in examining documents, budget, and proposals
  • Knowledge of all federal rules and regulations Organizational, communication, and interpersonal skills
  • Strong risk assessment and decisionmaking skills
  • Submission Coordination
  • Patient and Empathetic

Timeline

Benefits Administrator

Quest Financial Solutions
09.2021 - 12.2021

Escalation Specialist

Secure Contact Solutions
08.2019 - 09.2020

Senior Underwriter

Synchrony Financial
11.2016 - 08.2019

Benefit Administrator

Xerox
09.2014 - 11.2016

Escalation Supervisor

Secure Contact Solutions
03.2011 - 08.2014

Order Processor

Secure Contact Solutions
09.2009 - 03.2011

Associate of Science - Health Administration

Columbia Southern University

GED -

Technical College System of Georgia

Associate of Science - Dialysis Technology

New Horizons Medical Institute
Nikia Martin