Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
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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 Skillsundefined

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 -
Shaina Martin