Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Thomas Martin

Vancouver,WA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

9
9
years of professional experience

Work History

Member Service Guide

Devoted Health Insurance
05.2022 - 03.2024
  • Primary point of support for members
  • Provided compassionate and accurate guidance in the complex world of health care
  • Addressed members' inquiries beyond the initial reason for their call
  • Developed a solid understanding of Devoted's benefit offerings in order to investigate and resolve member questions
  • Breaking down complex health care information so it is clear to the members
  • Documenting accurate information about member needs
  • Referred members when higher levels of support through clinical partners was needed
  • Assisted members in optimizing their benefit usage
  • Daily Operation in a very fast-paced, rapidly growing environment learning the Devoted offerings and plans as well as abided by HIPAA and compliance regulations
  • Working with a team that includes doctors and nurses (Clinical Guides) helping members with service and clinical questions.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Learned and adapted quickly to new technology and software applications. Heavy use of Slack, Talk Desk, Google Docs, various programs.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Passionate about learning and committed to continual improvement.
  • Excellent communication skills, both verbal and written.

Customer Service Manager

JS Dental Lab
05.2015 - 05.2022
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
  • Contacted existing and prospective customers by phone or email on consistent basis, which resulted in regularly surpassing monthly sales targets
  • Managing a high volume(average of nearly 100 e-mails a day, 7 days a week)
  • Collected customer feedback and made process changes to exceed customer satisfaction goals
  • Resulting in over 1000 Five Star Amazon Reviews in just 2.5 years
  • Improved customer service initiatives by streamlining sales and order management processes
  • Helped Develop new template documents that were included in product packaging
  • Resolved customer complaints(Conferred with clients about concerns with products or services to resolve problems while prioritizing customer satisfaction and loyalty.) Managed negative customer reviews
  • Turning many one star to five star reviews
  • Increased customer retention by developing and offering unique discount options while driving interest in new products.
  • Cultivated a culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.

Education

No Degree - General Studies

UNLV
Las Vegas, NV

Skills

  • Customer Relationship Management Software (CRM)
  • Process improvement specialist
  • Customer-focused
  • Effective problem solver
  • Sales proficiency
  • Critical Thinking
  • Technical Support
  • Project management abilities
  • Escalation management
  • Product and service knowledge
  • Documentation
  • Issue and Complaint Resolution
  • Teamwork and Collaboration

Timeline

Member Service Guide

Devoted Health Insurance
05.2022 - 03.2024

Customer Service Manager

JS Dental Lab
05.2015 - 05.2022

No Degree - General Studies

UNLV

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Thomas Martin