Shaina Martin
Austin,TX
Summary
Supportive Automations advisor with detailed knowledge of CRM industry practices and skill to provide long-term success for companies. Trained in Zapier, and even more extensively in Gohighlevel . Seeking a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills with opportunity to grow .
Overview
2
2
years of professional experience
Work History
Senior Automations Advisor
Highlevel Inc
04.2022 - Current
- Built CRM platform automations that saved clients average of twelve hours of manual work each week
- Produced detailed reports outlining key issues and proposed solutions.
- Maintained first chat resolution percentage of 68% on average .
- Trained new and existing employees on customer service best practices to improve overall customer handling skills, led team to increase in customer satisfaction by at least 17% during first month as team lead
- Gathered and analyzed customer feedback to inform product and service improvements.
- Managed risk effectively by closely monitoring client automations and making timely adjustments
- maintained relationships with clients to provide ongoing support
Sr Patient Outreach Specialist
Healthy.io
01.2022 - 03.2023
- Assisted patients in understanding individual rights and responsibilities in regards to care, coverage, and payment.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Enhanced patient experience by providing tailored health education and resources to diverse populations.
- Recommended health education curricula for healthcare providers, community organizations and schools.
- Promoted available resources and connected individuals with services.
Education
Associate of Applied Science - Hospitality Management
The Art Institute
05.2015 -
Skills
Technical Soft Skills
Process Improvement
Strategy Implementation
Python
Automation
Domain Registration
Time management
Employee Coaching and Mentoring
Progress Reporting
Websites
Accomplishments
- Supervised team of 9 staff members.
- Improved team overall CSAT by 13% by initiating "Zoom First initiative" where a zoom call is offered at the start of the chat
- My team maintained one of the 3 highest CSAT percentages in September, January, and February after being promoted to Team Lead in June of 2023.
Timeline
Senior Automations Advisor
Highlevel Inc
04.2022 - Current
Sr Patient Outreach Specialist
Healthy.io
01.2022 - 03.2023
Associate of Applied Science - Hospitality Management
The Art Institute
05.2015 -
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