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PAMELA N MARTINO
Columbia,SC
Summary
Results-oriented Analyst proficient in developing creative analytical collateral for diverse projects. Establishes clear standards and enforces protocols for consistent, high-quality results. Strong interpersonal and analytical skills. Excellent communication (verbal and written), organizational, problem-solving and decision-making skills. Knowledge of procedure and diagnosis coding, including knowledge of claims processing structure and company systems. Ability to interpret group contractual provisions and understand the ways that can be expressed within existing Benefits File structures while making independent decisions. Ability to express complex technical concepts in terms that are understandable to the business units. Demonstrates logical abstract thinking and assimilating / adhering to project goals. Ability to work independently with little to no supervision.
Overview
13
13
years of professional experience
Work History
Benefit Files Analyst II
BlueCross BlueShield Of SC
Columbia, SC
10.2019 - Current
- Develops and updates tracking spreadsheets using Excel.
- Educates staff on organizational mission and goals to help employees achieve success.
- Identify and resolve problems through root cause analysis and research.
- Increased customer satisfaction by resolving issues
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
Benefit Files Analyst I
BlueCross BlueShield Of SC
Columbia, SC
03.2018 - 10.2019
- Trained benefit administrators, members and internal staff on system changes and introduction of new technology.
- Diagnosed and resolved technical problems for agency websites, vendor web-based applications and retirement voice system.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests.
- Exceeded goals through effective task prioritization and great work ethic.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Payroll Technician
BlueCross BlueShield Of SC
Columbia, SC
09.2016 - 03.2018
- Processed all necessary paperwork and documentation in order to pay over 1,000 employees in a timely and accurate manner.
- Researched and analyzed quality assurances reports received from daily payroll and timesheets for errors.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Performed calculations in overtime, vacation and sick hours to provide accurate data to payroll processing database.
- Documented and processed all garnishments for bankruptcies, student loans and child support orders.
Operations Analyst
BlueCross BlueShield Of SC
Columbia, SC
08.2013 - 09.2016
- Prepared maintenance and compliance reports for executive summaries and presentations.
- Worked with engineers and technical staff to recommend hardware and software adjustments and resolve design flaws.
- Collected, arranged and input information into database system.
- Assessed and modified operational procedures and tools to achieve optimum quality control.
- Generated reports of findings to help management with making key decisions
Customer Service Advocate II
BlueCross BlueShield Of SC
Columbia, SC
10.2012 - 08.2013
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Evaluated trends and recommended enhancements to customer service policies, boosting team performance and customer satisfaction scores
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas
Customer Service Representative
KELLY SERVICES
Columbia, SC
07.2012 - 10.2012
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
Dispatcher
911 Telecommunicator, COUNTY OF ORANGEBURG
Orangeburg, SC
08.2011 - 01.2013
- Managed over 100 calls per day via medical, fire, police.
- Answered telephone calls requesting emergency services while questioning callers for necessary information to properly handle calls.
- Validated/verified information concerning source of call, status and availability of emergency service responders and supplementary information in the center database.
- Dispatched emergency service providers and monitor their activities as needed to provide additional support.
- Maintained updated and detailed records of calls in physical and electronic database.
OFFICE MANAGER
ARAMARK Corrections
Jonesboro, GA
09.2009 - 04.2011
- Maintained office records, processed payroll, and update personnel files and keep them secure.
- Managed daily office operations and maintenance of equipment, maintaining accurate records for all business supplies.
- Performed accounts receivable duties including invoicing, cash application, researching chargebacks, discrepancies, issuing credit memos, reconciliations and responding to customer requests for documentation.
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
Education
MBA Degree - Executive Business Administration, Health Services Administration
Jack Welch Management Institute/Strayer University
Columbia, SC2018
Bachelor Degree - Business Administration, Health Services Administration
Strayer University
Columbia, SC2015
Associate Degree - Computer Technology
Orangeburg-Calhoun Technical College
Orangeburg, SC2001
Skills
- Microsoft Office 365
- Knowledge of mathematical and statistical concepts
- Consumer Behavior
- Data Collection Processes
- Brand Development
- Business Needs Analysis
- Target Audience Analysis
- Global Marketing
- Customer Inquiries and Responses
- Database Skills
- Information Organization
- Business Analysis
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Benefit Files Analyst II
BlueCross BlueShield Of SC
10.2019 - Current
Benefit Files Analyst I
BlueCross BlueShield Of SC
03.2018 - 10.2019
Payroll Technician
BlueCross BlueShield Of SC
09.2016 - 03.2018
Operations Analyst
BlueCross BlueShield Of SC
08.2013 - 09.2016
Customer Service Advocate II
BlueCross BlueShield Of SC
10.2012 - 08.2013
Customer Service Representative
KELLY SERVICES
07.2012 - 10.2012
Dispatcher
911 Telecommunicator, COUNTY OF ORANGEBURG
08.2011 - 01.2013
OFFICE MANAGER
ARAMARK Corrections
09.2009 - 04.2011
MBA Degree - Executive Business Administration, Health Services Administration
Jack Welch Management Institute/Strayer University
Bachelor Degree - Business Administration, Health Services Administration
Strayer University
Associate Degree - Computer Technology
Orangeburg-Calhoun Technical College
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