Shamelia Martin
Summary
Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem- solving skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Patient Access Representative
Nyu Langone Health
06.2024 - Current
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
- Answer high call volume providing excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Verified insurance, enrolled new patients using Salesforce and Epic.
VIP Guest Relations
Durango Casino and Resort
12.2023 - 06.2024
- Supported successful events by coordinating logistics and managing VIP guest relations on behalf of the Managing Director.
- Managed VIP guest relations, ensuring exceptional service levels were met at all times.
- Managed VIP guest relations, ensuring their needs were met in a timely manner while maintaining discretion and confidentiality.
- Developed and maintained positive relationships with guests for satisfaction.
- Implemented efficient processes for managing waitlists during high-volume periods while maintaining exceptional guest relations throughout their visit.
Cashier/ Greeter
Sam's Wholesale Club
07.2023 - 06.2024
- Operated cash register to record transactions accurately and efficiently.
- Helped customers complete purchases, locate items, and join reward programs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Performed cash, card, and check transactions to complete customer purchases.
- Worked flexible schedule and extra shifts to meet business needs.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
Customer Experience Specialist - Remote
Civic Financial Services / Pacwest Bank
07.2021 - 06.2023
- Utilized telephone, and email platforms to deliver outstanding customer service.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Documented customer interactions in internal database to maintain customer service history details.
- Educated customers about billing, payment processing and support policies and procedures.
- Sent welcome letters for every loan that was approved.
- Processed Construction Draws for fix and flip real estate rehab.
Respite Care Provider
Premier Healthcare Services-Homecare
02.2018 - 07.2021
- Assisted patients with personal requirements for housekeeping and grooming assistance.
- Helped clients maintain optimal health by overseeing medication administration and doctor's appointments.
- Helped patients care for themselves by teaching proper, safe use of ambulation assistive devices such as canes or walkers.
- Assisted residents with basic activities of daily living.
- Maintained safe working environment through prevention of accidents, preservation of equipment and achievement of safe working practices.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Handled incoming mail, bills and invoices and completed appropriate actions.
Customer Service Manager
Avis/Budget Car Rental
11.2015 - 02.2018
- Processed claims related to vehicles involved in accidents. Dispatch roadside assistance for breakdowns and vehicles involved in accidents.
- Responded to customer calls and emails in a timely manner.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and directed new employees ll script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Assist customers with vehicle size, educated customers on products and services.
Education
High School Diploma -
Inglewood High School
Inglewood, CACriminal Justice
Victor Valley College
Victorville, CA06-2029
Skills
- Management
- Problem Solving
- Time Management
- Scheduling
- Microsoft office proficient
- Office Equipment Management
- LMS Platform
- Retail Experience
- Epic/ Salesforce
- Customer Service
- Insurance Verification
- Patient Registration
- Guest screening
Certification
- Time Management and Productivity Certifications – Various Providers.
Timeline
Patient Access Representative
Nyu Langone Health
06.2024 - Current
VIP Guest Relations
Durango Casino and Resort
12.2023 - 06.2024
Cashier/ Greeter
Sam's Wholesale Club
07.2023 - 06.2024
Customer Experience Specialist - Remote
Civic Financial Services / Pacwest Bank
07.2021 - 06.2023
Respite Care Provider
Premier Healthcare Services-Homecare
02.2018 - 07.2021
Customer Service Manager
Avis/Budget Car Rental
11.2015 - 02.2018
High School Diploma -
Inglewood High School
Criminal Justice
Victor Valley College
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