Surelys Martinez
Miami,FL
Summary
Reliable professional offering an career promoting positive customer experiences. Sharp Eligibility Specialist boasting expertise in managing and eligibility information for members and groups.
Demonstrative Eligibility Specialist proudly offering over 2 years' experience assisting others with enrollment and program services. Polished professional known for interactions that are fair, compassionate and respectful. Promoting issue resolution expertise in fast-paced environments.
Client-centered Eligibility Specialist with a career spent accurately managing records, handling appointment scheduling and overseeing other administrative tasks in fast-paced settings. Bilingual individual committed to engaging others and delivering exceptional service. Ready to tackle new challenges in an office-based environment.
Experienced Customer Service Manager. Adept at problem-solving, customer service, hiring, training, and retaining the "right" people to execute company strategy. Manager equipped with extensive experience in retail management and sales. Employs excellent leadership skills and multitasking strengths. Reliable Department Manager with 18 years in retail sales. Coaches and encourages staff toward advancement using an enthusiastic and supportive attitude. Manager adept at communicating company mission and directives. Clearly explains the reasons behind store policies and procedures. Hard working retail management professional versed in all aspects of running a high-end store, including opening and closing procedures, banking, merchandising and recruiting. Operates as an agile and effective part of a team by ensuring all associates know their roles and are prepared to perform their responsibilities to optimize productivity. Hardworking employee with customer service, multitasking and time management abilities. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Team-oriented collaborator with reliability and focus on equitable task distribution through group projects and motivation to accomplish mutually held goals.
Overview
26
26
years of professional experience
Work History
Eligibility Specialist
Sunrise Community Inc
Miami , FL
2021.06 - 2024.06
- Processed benefits applications and documents for Social Security benefits and medical assistance.
- Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for assistance.
- Responded to guardian and field inquiries and concerns, and escalated complex problems to department supervisors.
- Explained reasons behind application denials and recommended further action.
- Coordinated with other departments to promote prompt processing of client applications.
- Entered client information and files into databases for further review and tracking.
- Explained eligibility details and affordability options to guardian with kindness and respect.
- Gathered financial information from clients regarding income and assets.
- Maintained positive working relationship with fellow staff and management.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Answered questions and responded to inquiries to deliver a high level of service to clients.
- Proofread documents carefully to check accuracy and completeness of all paperwork.
- Prepared bank deposits by verifying and balancing receipts and sending cash and checks to banks.
Account Receivable Specialist
Sunrise Community Inc
Miami , FL
2020.08 - 2021.06
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Completed month-end and year-end closings, kept records audit-ready.
- Accepted and processed clients' payments and applied them toward account balances.
- Received payments and posted amounts to clients' accounts.
- Answered customer's relatives' questions regarding account discrepancies or problems.
- Worked closely with internal teams to resolve customer billing and payment issues.
- Gathered support data to drive invoice accuracy and work through billing discrepancies.
- Processed posting and reconciling payments and addressed aged receivables.
- Sent copies of invoices and statements to guardians to facilitate payment of outstanding invoices.
- Coded invoices and other records to maintain organized and accurate records.
Patient Financial Services Specialist
Community Health of South Florida, Inc. (CHI)
Cutler Bay , FL
2018.11 - 2019.10
- Register new clients on Intergy as per guidelines
- Renew or update existing client profiles
- Perform financial screening on active clients
- Attempt collection of past due debts
- Check-in clients for needed medical service
- Check-out upon receiving medical service
- Process patient payments
- Review and balance out daily batches
- Submit cash and copies of daily batches to the accounting department
- Complete statistical data and submit daily
- Review quality care guidelines
- Provide patients with advanced directive forms, learning needs assessments, depression screening forms, PHQ-9 forms, etc
- Verify Medicare/Medicaid, and all other medical insurance carriers
- Preform daily balance closings, and ensures that all procedures and payments are posted accurately
- Preforms cashier's duties
- Train new employees on all functions of patient service
- Use appropriate and correct telephone etiquette
- Complete and post all billing and encounter forms
- Adhere to the confidentiality policies and procedures, HIPAA regulations.
Customer Service Agent/ Sales Representative
Alorica
2018.03 - 2018.11
- Interacted with customers to handle complaints, process orders, and provide information about DirecTV's and AT&T's products and services.
- Extensively involved in collecting all relevant customer data.
- Sold company subscriptions and packages to customers, achieving the highest volume of sales in my division.
Universal Banker/Teller
First National Bank of South Miami
2016.11 - 2017.09
- Handled customer financial transactions like deposits, withdrawals, transfers, money orders, and checking.
- Counted cash, answered phones, filed deposit slips and paperwork, managed ATM deposits, and balanced numbers at the end of the day.
- Sold and cross-sold bank products and services.
- Resolved customer service issues in person, via email, or phone.
Customer Service Manager
Publix Supermarkets
2010.03 - 2016.08
- Led a team of 60 associates.
- Assisted customers and ensured the delivery of premier customer service in the department
- Responsible for the total store in the absence of the Store Manager, including opening and closing responsibilities when acting as manager in charge.
- Supervised, evaluated, scheduled, and trained Customer Service associates.
- Maintained good public relations and followed up on customers and associate issues.
- Participated in hiring and disciplinary action, when appropriate.
- Performed daily routine inspections of Customer Service and all other Publix departments.
- Oversaw the general appearance of the Customer Service department.
- Coordinated the front end of the store.
- Responsible for cash accountability, ATM procedures, timekeeping, and emails.
- Ensured accurate processing of payroll each week.
- Worked with Store Manager to set goals for the Customer Service department, review results, and improve operations.
- Supervised housekeeping, sanitation, and cleaning of the store.
- Supervised the productivity of cashiers and office staff during special programs.
- Participated in community services like Habitat for Humanity and Feed the Hunger.
- Responded to emergencies during off hours, as necessary.
- Opened several store locations and assisted in recruiting and training new staff.
Assistant Customer Service Manager
Publix Supermarket
2005.02 - 2010.03
- Managed all functions of the Customer Service department in the absence of the Customer Service Manager
- Assisted customers and delivered premier customer service.
- Worked with the Customer Service Manager to improve customer service operations.
- Supervised and assisted with evaluations, scheduling, and training of associates.
- Assisted the Customer Service Manager with business analysis.
- Maintained cash accountability and general operations.
- May served as a manager-in-charge.
- Worked in various production roles, including front-end coordination, opening store cash office, reinforcing housekeeping, sanitation, and safety standards.
Customer Service Staff
2002.08 - 2005.02
- Assisted customers and delivered premier customer service.
- Resolved customers' issues or escalates them to management if necessary.
- Cashed customers checks
- Sold lottery tickets, stamps, and money services
- Operated a register and calculator as needed.
- Answered and directed telephone calls.
- Performed daily bookkeeping procedures, such as balancing and reconciling cash drawers.
- Maintained office accountability.
- Prepared deposits (cash, checks, food stamps, and other forms of tender.) Had direct custody of the safe, under the direction of the Customer Service Manager.
- Operated all cash office equipment.
- Praised by management for being a fast and efficient worker, requiring little supervision.
- Served shoppers in a prompt, courteous, and friendly manner.
- Emphasized fast, friendly customer service.
- Gave every customer immediate and undivided attention.
- Offered product recommendations when appropriate.
- Built and maintained effective relationships with peers and upper management.
Full-time Cashier
Publix Supermarkets
1998.08 - 2002.08
- Assisted customers and delivered premier customer service.
- Greeted customers and responded to their questions.
- Accepted payments and counted back the change, when appropriate.
- Operated a cash register to process cash, check, and credit card transactions.
- Organized register supplies.
- Worked with customer service to resolve issues.
- Explained information about the quality, value, and style of products to influence customer buying decisions.
- Built customer confidence by actively listening to their concerns and giving appropriate feedback.
- Provided professional and courteous service at all times
- Worked overtime shifts during busy periods
- Recommended merchandise based on customer needs
- Involved in special programs.
Education
General Education Development Certificate -
Miami Dade College
02.2008
Some College (No Degree) -
Achieved 14 Credits in Accounting
Miami, FLSkills
- Knowledge of cash accountability
- Timekeeping
- Effective communication and interpersonal skills
- Skilled multi-tasker
- Ability to read, write, do simple math problems, and understands profit and loss statements
- Intermediate level experience in Microsoft Word
- Intermediate level experience in Microsoft Excel
- Proficient in independent internet researching
- Scheduling
- Deadline-oriented
- Willingness and ability to respond to emergencies
- Ability to define problems, plan work, utilize logic, and draw conclusions
Altphone
786-317-1084
Timeline
Eligibility Specialist
Sunrise Community Inc
2021.06 - 2024.06
Account Receivable Specialist
Sunrise Community Inc
2020.08 - 2021.06
Patient Financial Services Specialist
Community Health of South Florida, Inc. (CHI)
2018.11 - 2019.10
Customer Service Agent/ Sales Representative
Alorica
2018.03 - 2018.11
Universal Banker/Teller
First National Bank of South Miami
2016.11 - 2017.09
Customer Service Manager
Publix Supermarkets
2010.03 - 2016.08
Assistant Customer Service Manager
Publix Supermarket
2005.02 - 2010.03
Customer Service Staff
2002.08 - 2005.02
Full-time Cashier
Publix Supermarkets
1998.08 - 2002.08
General Education Development Certificate -
Miami Dade College
Some College (No Degree) -
Achieved 14 Credits in Accounting
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