Shirley M. Martinez
Norwood,MA
Summary
I have obtained my Bachelors of Science in Natural and Applied Science. I have experience working in the Medical field of Manufacturing Supplies and Order Processing and Quality Assurance. Ive worked within the Pharmaceutical Industry in Quality Assurance Document Control. I have also worked in Account Management managing credit and Debit card accounts and Document Control Validations. I have over 10 years of experience working in a Call Center Environment providing Customer Service & Customer Coordinating services. I have over 2 years of experience working in the Medical Manufacturing Setting and 2years of working of Document Control and Validations.
Overview
11
11
years of professional experience
Work History
Benefit Enrollment Counselor
Symmetry Financial Group
05.2024 - 05.2025
- Answer inbound and outbound calls on inquiring customers.
- Cover benefits and enrollment details.
- Process Payments on premiums and provide coverage details.
- Manage documents, call log, and voicemails.
Document Control Specialist
Nitto Avecia Pharmaceutical
01.2024 - 04.2024
- Batch Records Review.
- Communicate with departments via email with updates regarding document requests.
- Create and Issue scientific Logbooks and Notebooks.
- Document Review/Revisions according to SOP’s and cGMP guidelines.
- Reconcile PI’s, Logbooks, and Notebooks.
- Review Archive Data, System filing, Sorting Methods.
Customer Coordinator
Intuvie Medical Manufacturer
03.2023 - 12.2023
- Answer inbound calls and process medical supply orders and handle RMA’s.
- Analyze account financial standings and order history.
- Research debit memos and provide solutions.
- Follow SOP’s, cGMP’s.
- Manage Product inquiries and product specification.
- Respond to customer inquiries regarding product inventory, order status, and billing discrepancies.
Benefits Enrollment Counselor
Mercer
01.2022 - 09.2022
- Answer inbound calls and document all interactions on software.
- Enroll retirees in benefit packages for Health, Dental, Vision plans.
- Provide assistance with IRA funding discrepancies, benefit deposit dates, and other related questions.
- Respond to customer inquiries regarding various insurance products and services offered.
- Status update on retirement accounts such as: Roth and IRA balance and deposit dates, employer disbursement dates, and enrollment into a suitable Medicare Plan.
Account Manager
I2C
12.2019 - 03.2020
- Answer inbound calls related to card account management, perform account verification and security measure protocol via phone and email.
- Assist with providing support to cardholders such as: confirming account balances, deposits, filing disputes, and handling bank statements requests.
- Build Rapport using professional and interpersonal techniques with customers to maintain lasting business relationships.
Data Measurement Analyst
TPG
02.2019 - 10.2019
- Analyze and Measure Quality of products and services.
- Communicate and document satisfaction of consumer experience, monitor and score Agent’s call flow.
- Evaluate the quality of interactions between CSR and customers via phone and email.
- Make sure team metrics and company goals are met, report deviations during meetings.
Validations
First Data
01.2017 - 08.2018
- Analyze and conduct investigations on batch records, verify data and maintain conversions from tangible record to digital formats.
- Batch Record Review and Bookkeeping.
- Create and maintain excel spreadsheet data and submit EOD reports.
- Document Control- consists of safekeeping of records and following SOPs for every Client and document.
Sales Executive Assistant
Harvard Pilgrim
07.2015 - 12.2016
- Answer inbound calls/ emails with the internal Sales team regarding documents for presentations.
- Create and design company headers and templates with data from the sales team.
- Create and edit preexisting insurance data rate & fact sheet. create benefit comparison grids and sale proposals for events and put together welcome packets for Clients.
- Maintain HIPPA privacy guidelines and file sensitive documents.
Family & Teacher Coordinator
Focus Eduvation
03.2015 - 08.2015
- Create and design templates with Teacher/ Student ratio, grade, tutoring subject, sessions attended, and specific areas for improvement.
- Develop customized scripting per school and innovatively provide strategies for success.
- Create and maintain excel spreadsheet data record, strategize daily goals by analyzing data and evaluation, update any current information, and submit daily reports of all efforts made each day.
- Effectively communicate via email and phone, check voicemail, return calls, and maintain relationships with clients.
- Make routine follow-up calls with students enrolled in tutoring, address any questions or concerns from parents or students and document progress.
- Obtain feedback from teachers on students’ successes and areas of concern, document, and forward concerns to tutor.
- Recruit various virtual school students for subject tutoring sessions.
Inbound Help Desk/ Technical Specialist
First Data
02.2014 - 10.2014
- Activated Merchant credit cards and provided detailed account information, such as account balances, account statements, transaction look up, and deposit verifications.
- Assisted clients with trouble shooting PC’s, Credit Card Terminals, and (Keno) Flat Screens.
- Built POS terminal files for new merchants and processed replacements for damaged equipment.
- Effectively analyze functional issues with client electronical devices which included trouble shooting, and first call resolution.
- Perform IP Troubleshooting and Data wire account provisioning.
- Performed Top level security account verifications.
Education
Bachelor of Science - Natural And Applied Science
Cambridge College University
Charlestown, MA06.2023
Skills
- Strong Leadership and Public Speaking Skills
- Deliver Skillful Presentations
- Quality performance that’s Accurate Efficient, and attention to detail
- High levels of Integrity and a Team player
- Excellent Verbal & Written Communication Skills
- Organization & Time Management Skills
- Proficient in Microsoft Office; Excel,Word, PowerPoint, and Outlook
Timeline
Benefit Enrollment Counselor
Symmetry Financial Group
05.2024 - 05.2025
Document Control Specialist
Nitto Avecia Pharmaceutical
01.2024 - 04.2024
Customer Coordinator
Intuvie Medical Manufacturer
03.2023 - 12.2023
Benefits Enrollment Counselor
Mercer
01.2022 - 09.2022
Account Manager
I2C
12.2019 - 03.2020
Data Measurement Analyst
TPG
02.2019 - 10.2019
Validations
First Data
01.2017 - 08.2018
Sales Executive Assistant
Harvard Pilgrim
07.2015 - 12.2016
Family & Teacher Coordinator
Focus Eduvation
03.2015 - 08.2015
Inbound Help Desk/ Technical Specialist
First Data
02.2014 - 10.2014
Bachelor of Science - Natural And Applied Science
Cambridge College University