Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

SHERESE MARTIN

Mableton

Summary

Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Member Service Guide

Devoted Health
11.2024 - Current
  • Help members understand plan coverage and use benefits effectively.
  • Answer billing and claims questions, assisting in resolving issues quickly.
  • Support members in finding doctors and specialists that align with their needs and preferences.
  • Translate complex medical and plan information into clear, understandable terms.
  • Build trusting relationships with members through empathetic, personalized support.
  • Connect members to community resources and Devoted Health’s in-house medical services.
  • Collaborate with clinical teams and other departments to ensure members receive comprehensive care.

Senior Resolutions Coordinator

Walmart.com
06.2021 - 11.2024
  • Provided quality training and quality assurance by reviewing calls, chats, and emails.
  • Handled incoming and outbound calls, chats, and emails regarding orders, memberships, and pharmacy experiences.
  • Prepared reports for quality assurance and trained associates through coaching.
  • Resolved customer and pharmacy issues promptly and accurately.
  • Supported projects to improve customer service, analyzed Tier 1 and Tier 2 calls, and identified opportunities for improvement.

Compliance Specialist

Navex Global
04.2013 - 06.2021
  • Supported customer-centric operations including responding to employee and customer calls and documenting concerns.
  • Streamlined reporting and ensured proper documentation per client guidelines.
  • Maintained caller anonymity when requested and ensured data confidentiality.
  • Provided precise and thorough reporting for numerous renowned U.S. companies.

Customer Service Agent

Sertec
11.2011 - 11.2012
  • Received and resolved customer and associate inquiries efficiently.
  • Ensured positive customer experiences through effective communication and problem-solving.
  • Collected and organized customer feedback for quality improvement initiatives.

Education

Bachelor of Arts - Sociology, Business

Georgia State University
Atlanta, GA
01.2024

Skills

  • Information Collection
  • Training and mentoring
  • Data Entry
  • Project Coordination
  • Resource Allocation
  • Guest relations
  • Presenting Ideas and Plans
  • Expert communication

Certification

  • TESOL Instructor — International Open Academy (4/2024)
  • GACE Certification —7/2024. GAPSC (Georgia Teaching License), awaiting provisional license.

Timeline

Member Service Guide

Devoted Health
11.2024 - Current

Senior Resolutions Coordinator

Walmart.com
06.2021 - 11.2024

Compliance Specialist

Navex Global
04.2013 - 06.2021

Customer Service Agent

Sertec
11.2011 - 11.2012

Bachelor of Arts - Sociology, Business

Georgia State University

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