Tiffany Martins
Burlington
Summary
Dynamic and resourceful operations professional with over four years of experience in driving service excellence, optimizing processes, and fostering cross-functional collaboration within high-growth environments. Expertise in resolving complex customer issues and streamlining workflows by leveraging data-driven insights and empathetic communication to enhance efficiency. Recognized for a commitment to operational excellence and effective leadership under pressure, consistently focused on improving internal processes and elevating the customer experience. Passionate about delivering impactful solutions that contribute to organizational success and customer satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Operations Compliance Specialist
Spring Health
02.2022 - Current
- Managing executive and VIP escalations from intake through resolution, ensuring clear documentation, accurate tagging, and thoughtful communication with impacted customers.
- Partnering with cross-functional teams to resolve systemic issues, develop remediation strategies, and improve the overall escalation experience.
- Supporting training, onboarding, and resource development for staff and cross-functional partners.
- Analyzing escalation and NPS detractor data to identify trends, surface operational gaps, and inform leadership of opportunities for continuous improvement.
- Designed and implemented an AI powered escalation assistant in collaboration with cross functional partners, which improved documentation accuracy, standardized workflows, and reduced manual review time while earning strong positive feedback from stakeholders.
- Selected for the “Operations Hero: Magic Maker” award, recognizing the top 5% of Operations team members for exceptional SLA performance, cross-functional leadership, and rapid case resolution.
Care Support Coordinator
Spring Health
11.2020 - 02.2022
- Managed and resolved member and provider support cases, including scheduling, patient chart management, and prescription authorization.
- Monitored case progress, identifying barriers to treatment and implementing solutions for timely interventions.
- Led onboarding and training for new care coordinators, including scheduling and facilitating role-based sessions.
Social Services Lead
Community Impact
11.2018 - 10.2020
- Cleaned and restructured the Google Sheets database of local resource organizations to improve accessibility for internal teams and program participants.
- Onboarded and trained new social service coordinators.
- Conducted ESL outreach sessions to connect community members with local services and resources.
Education
Master of Arts - Human Rights
Columbia University
New York, NY6 2021
Bachelor of Arts - Sociology
University of California, Santa Cruz
Santa Cruz, CA6 2018
Skills
- Root Cause Analysis
- Process Mapping
- SOP Development
- Continuous Improvement
- Cross Functional Alignment
- Requirements Gathering
Operational Excellence
Project Management
- Stakeholder Communication
- Risk Mitigation
- Looker
- Jira
- Google Sheets
- GPT and automation tools
Tools and Data
Accomplishments
- Led the resolution of over 60 percent of monthly high urgency customer issues through structured investigation, clear documentation, and coordinated cross team handoffs, reducing friction for customers and internal partners.
- Applied Lean Six Sigma and data analysis principles to identify escalation and detractor trends, surfacing insights that informed leadership decisions and supported ongoing process improvement efforts.
- Maintained perfect SLA performance for six hour response cases by optimizing intake workflows and prioritization methods while balancing multiple high severity issues simultaneously.
- Consistently exceeded turnaround expectations, delivering critical case summaries 25 percent faster than required and moderate risk summaries 10 percent faster, improving operational visibility for leaders.
Certification
- Lean Six Sigma Green Belt, Six Sigma Global Institute — Issued Oct 2025
- Google Data Analytics Professional Certificate, Coursera — Issued Mar 2025
- Generative AI Overview for Project Managers Certificate – Project Management Institute - Issues Oct 2023
Timeline
Operations Compliance Specialist
Spring Health
02.2022 - Current
Care Support Coordinator
Spring Health
11.2020 - 02.2022
Social Services Lead
Community Impact
11.2018 - 10.2020
Bachelor of Arts - Sociology
University of California, Santa Cruz
Master of Arts - Human Rights
Columbia University