Stephanie Martinez
Rapid City
Summary
Store manager with over 5 years of experience in diverse corporate settings, adept at building and maintaining professional relationships. Demonstrates strong skills in retail sales, management, and financial reporting, with a proven ability to enhance customer satisfaction and streamline operations. Recently licensed in Life and Health Insurance, ready to leverage management expertise and collaborative skills to drive team success and operational excellence.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer service
Mrcooper
12.2023 - Current
- Assist with 100-200 customers daily with mortgage inquiries, enhancing satisfaction with clear solutions
- Resolve issues using de-escalation techniques, improving communication skills through interaction
- Contribute to team goals by managing high call volumes efficiently, delivering exceptional service
- Collaborate with team to streamline processes, maintaining high satisfaction rates
- Provided outstanding customer service, addressing concerns promptly and professionally.
- Managed and prioritized customer service requests to achieve prompt resolution.
Client Operations Specialist
TTEC
06.2023 - 12.2023
- Guided members in selecting medical plans, enhancing satisfaction and plan adoption
- Resolved inquiries efficiently, ensuring seamless experiences and informed decisions
- Managed calls to provide detailed guidance on healthcare options, boosting satisfaction
- Adhered to regulations while identifying upsell opportunities, improving coverage choices
- Streamlined medical plan guidance process, enhancing member satisfaction and optimizing plan adoption while adhering to legal standards
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.
Store Manager
Cottonwood Financial
05.2016 - 03.2019
- Managed customer inquiries with precision, ensuring clarity and compliance
- Optimized account handling, achieving high accuracy and efficiency
- Utilized digital systems for effective account monitoring and issue resolution
- Negotiated payment solutions, reducing delinquency rates
- Ensured adherence to legal standards in account management
Front Desk/Insurance Coordinator
Lone Star Neurology
12.2015 - 03.2016
- Scheduled client appointments, ensuring optimal time management and client satisfaction
- Managed inbound and outbound calls, improving communication efficiency
- Verified insurance coverage for treatments, enhancing billing accuracy
Phone Operator/Sales
Lowe's Home Improvement
03.2014 - 02.2015
- Managed online orders, ensuring accuracy and timely processing, enhancing customer satisfaction
- Guided customers to project needs, improving their shopping experience and project outcomes
- Facilitated large project orders, streamlining processes and boosting sales efficiency
- Assisted in setting up credit card accounts, increasing customer loyalty and repeat business
- Supported various workstations during downtime, promoting teamwork and operational fluidity
Education
High school diploma - GED
Ged.com
Skills
- Management
- Outstanding customer service
- QuickBooks
- Accounts Payable
- Administrative
- Medical Billing
- Medical Scheduling
- Financial Reporting
- Insurance Sales
- Data Analysis
Certification
- Life Insurance License — Aug2023 - Present
- Health Insurance License — Aug2023 - Present
LANGUAGES
Spanish Native
ADDITIONAL INFORMATION
Driver's License
Timeline
Customer service
Mrcooper
12.2023 - Current
Client Operations Specialist
TTEC
06.2023 - 12.2023
Store Manager
Cottonwood Financial
05.2016 - 03.2019
Front Desk/Insurance Coordinator
Lone Star Neurology
12.2015 - 03.2016
Phone Operator/Sales
Lowe's Home Improvement
03.2014 - 02.2015
High school diploma - GED
Ged.com
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