SaQueeta Martin
Houston,TX
Summary
Knowledgeable and dedicated professional with extensive experience in medical and customer service industry. 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
6
6
years of professional experience
Work History
Customer Service Lead Representative
Cigna
Houston , TX
09.2020 - Current
- Providing leadership and guidance to a group of individuals on a team
- Monitoring metrics and performance
- Ensure training and development plans are maintained for all members
- Take any escalation calls that are needed
- Watch, coach, team projects Gads, Appeals, ODs and attestations also auditing team calls
- Applying HIPPA laws when accessing members s accounts!
- Auditing team calls
- Send our daily refreshers, daily adherence, and biweekly/monthly report cards to team
- Make,edit, and send out schedules for Team Leads
- Hold meetings for Team Leads
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Tracked attendance and progress against goals for each participant.
- Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.
- Gathered and organized supplementary material to support structured lessons.
Customer Service Representative
Cigna
Houston , TX
08.2019 - 09.2020
- Provided primary customer support to internal and external customers in fast-paced environment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered 45 inbound calls per day to address customers needs
- Applying HIPPA laws when accessing members account
Recruiting Analyst
Express Employment Professionals
Fishers , IN
09.2018 - 04.2019
- Sources qualified and conducted screening interviews with qualified candidates
- Working with hiring managers to streamline the hiring and recruitment process
- Developed creative recruiting strategies that met anticipated staffing needs
- Posted and prepared job opportunities
- Set up and completed as many as 100 weekly interviews
Customer Service Representative/Trainer
Netfor
Fishers , IN
07.2016 - 08.2018
- Answered 100 inbound calls per day
- Trained 4 new employees each quarter
- Completed frequent training materials
Education
Diploma - Medical Receptionist
Texas School of Business
Houston, TX05.2008
Diploma - General Studies
James E Taylor High School
Katy , Texas 05.2006
Skills
- Scheduling
- Quality Management
- Customer Complaint Resolution
- Training Materials
- HIPAA Guidelines
- Appointment Scheduling
- Typing 35 wpm
- Patient Scheduling
- Insurance Verification
- Team Oversight
- Strategic Planning
- Team Building
- MS Office Applications
- Willingness to Lead
- Positive and Friendly
- Administrative Support
- Customer Service
- Attention to Detail
- Team Member Training
Timeline
Customer Service Lead Representative
Cigna
09.2020 - Current
Customer Service Representative
Cigna
08.2019 - 09.2020
Recruiting Analyst
Express Employment Professionals
09.2018 - 04.2019
Customer Service Representative/Trainer
Netfor
07.2016 - 08.2018
Diploma - Medical Receptionist
Texas School of Business
Diploma - General Studies
James E Taylor High School