Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Samantha Marti

Henderson,NV

Summary

Thorough Customer Retention Specialist with over 10+ years of experience working in the Sales and Customer Satisfaction industry. Committed to providing superb customer service efficiently and courteously. Expertise in problem resolution, client services, customer retention, account management and relationship-building.

Overview

13
13
years of professional experience

Work History

Financial Solutions Advocate

POST UNIVERSITY
05.2022 - Current
  • Effectively communicate/explain all available payment options and necessary steps of Financial Aid for all New Students.
  • Extensive understanding of federal student aid processes such as FAFSA processing, federal Stafford and plus loan, entrance and exit requirements, verification process and awards, government policies, procedures, regulations, and laws.
  • Work closely with various departments, such as admissions, student accounts, registrars, compliance, risk management, and advising, to assist students with their tuition obligations.
  • Promptly respond to all student questions, concerns, and needs regarding tuition process within 48 hours.
  • Follow up with students and/or internal departments to ensure established payment methods are finalized.
  • Responsible for collecting complete and accurate documents to ensure each student file contains all necessary documentation as outlined by established guidelines.
  • Counsels students with high balance or delinquent accounts and determines if additional financing is needed and how it can be obtained.
  • Use database and various computer software to maintain and monitor confidential and other student records and files.
  • Attend financial aid training activities as appropriate.
  • Executed financial assurance audits and implemented new control points and metrics to support business changes.
  • Furnished requested financial data and reports to auditors, regulators and investors and prepared analysis to support risk management.

Remote Medicare Sales Representative

EHEALTH INSURANCE
08.2021 - 04.2022
  • Increased sales and revenue by assisting customers in making healthcare decisions primarily on the phone.
  • Performed cost-benefit and needs analysis of potential customers to find insurance packages that fits their needs.
  • Effectively cross-sold ancillary products to provide complete benefit package offers.
  • Managed large pipelines of sales progressions to ensure highest possible conversion.
  • Continued training to remain current on products and processes in a multi-product environment.
  • Consistently meet and/or exceed monthly sales goals.
  • Outreached leads to follow up on and close business daily via phone and email.

Relationship Manager

Bank Of America
03.2019 - 11.2019
  • Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
  • Built and maintained relationships with new and existing clients while providing high level of expertise.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
  • Achieved goals for sale of bank products and services and exceeded performance metrics of 95% for customer service.
  • Participated in staff meetings to discuss innovative strategies to improve services.
  • Developed and managed relationships with vendors to establish cost-effective products and services.
  • Maintained knowledge on banking products and distribution to provide optimal service support.

Admissions Advisor II / Senior Financial Advisor Technician II

ICDC College
05.2010 - 07.2017
  • Implemented new ideas that became permanent practice.
  • Developed and improved training procedures.
  • Received 95% satisfaction rating from customers after completed student files.
  • Collaborated with internal and external departments to quickly resolve student complaints with appropriate actions to increase graduation rates.
  • Effectively managed approximately over 100 incoming calls daily.
  • Increased student retention by 20% by satisfying dissatisfied students and resolving previous issues and concerns.
  • Update files as needed to comply with Title IV federal funding guidelines.
  • Assisted variety of 1st year, returning and re-entering students.
  • Audit student files to ensure compliance and Federal regulations are met according to ever changing yearly guidelines.
  • Trained and mentored new staff and junior financial and support staff to generate ideas, share knowledge and grow firm.
  • Processed federal financial aid verifications per Department of Education guidelines.

Education

In Progress - Business Administration And Management

CSN – College of Southern Nevada
Henderson, NV

Skills

  • Software Applications
  • Training and Teaching
  • Pleasant Telephone Demeanor
  • Forms and Spreadsheet Creation
  • Conflict Resolution
  • Organizational Skills
  • Administration and Management
  • Customer Satisfaction
  • Benefits Explanations
  • Updating Customer Accounts
  • Multifaceted Research
  • Microsoft Office

Additional Information

  • LICENSES , Nevada Health Insurance License# 3750457 Exp 12/01/2024 Nevada Certified Notary Public 22

Timeline

Financial Solutions Advocate

POST UNIVERSITY
05.2022 - Current

Remote Medicare Sales Representative

EHEALTH INSURANCE
08.2021 - 04.2022

Relationship Manager

Bank Of America
03.2019 - 11.2019

Admissions Advisor II / Senior Financial Advisor Technician II

ICDC College
05.2010 - 07.2017

In Progress - Business Administration And Management

CSN – College of Southern Nevada

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Samantha Marti