Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Roberta Martins

Honesdale,PA

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

6
6
years of professional experience

Work History

Advisor II, Technical Support

Concentrix
12.2023 - Current
  • Assists customer with downloading and upgrading products.
  • Guides customer on path to their repair tool to fix problems and errors with software.
  • Technical Calls regarding 1099/W-2 Support, 941 Support, Contractor Payments, Billing Questions, Account Log In Issues, License, and Subscription.
  • Listens to customers with their concerns and helps them to understand what their product offers.

Customer Service Advocate

Highmark Blue Cross Blue Shield
07.2022 - 06.2023
  • Answered members and future policy holders inbound/outbound calls regarding their health insurance coverage and policies to assist with informed decision-making.
  • Educated members on their health coverage options, benefits, and costs.
  • Researched and identified generic drugs, specialty coupons, financial program applicable for Medicare Advantage members with high-cost prescription or no coverage.

Medical Secretary

Lake Region Urgent Care
12.2021 - 04.2022
  • Maintained strict confidentiality in handling sensitive patient information, adhering to HIPAA guidelines.
  • Verified insurance benefits or eligibility and documented in system.
  • Provided excellent customer service while answering phone calls and assisting visitors in front desk area.
  • Documented patient medical information, case histories, and insurance details to facilitate smooth walk ins and copays processing.

Reservations Agent

Cove Pocono Resorts
11.2017 - 12.2021
  • Streamlined workflow for quicker response times, ensuring that clients received accurate information and prompt assistance.
  • Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
  • Maintained expert knowledge of available room types, pricing structures, and promotional offers to optimize revenue generation.
  • Utilized advanced reservation software systems effectively to manage bookings, track availability, and update guest records accurately.

Education

No Degree - Science in Healthcare Administrative

Kaplan University
Davenport, IA

High School Diploma -

Honesdale High School
Honesdale, PA
06.2002

Skills

    • Multitasking Abilities
    • Problem-Solving
    • Excellent Communication
    • Critical Thinking
    • Computer Proficiency
    • Call center experience
      • Brand representation
      • Quality Control
      • Live chat support
      • De-Escalation Techniques
      • Office 365
      • Windows Operating System

Languages

Portuguese
Native or Bilingual

Timeline

Advisor II, Technical Support

Concentrix
12.2023 - Current

Customer Service Advocate

Highmark Blue Cross Blue Shield
07.2022 - 06.2023

Medical Secretary

Lake Region Urgent Care
12.2021 - 04.2022

Reservations Agent

Cove Pocono Resorts
11.2017 - 12.2021

No Degree - Science in Healthcare Administrative

Kaplan University

High School Diploma -

Honesdale High School

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Roberta Martins