Valencia Martin
Huntsville,Alabama
Summary
Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Overview
9
9
years of professional experience
Work History
Administrative Assistant
Eagle Harbor, LLC.
11.2022 - Current
- Responsible for monthly ATF obligation reports, a binding agreement to obligate money for immediate and future use
- Act as liaison for cross-functional support for ATF, State/Local, military personnel, and contractors by ensuring all travel vouchers are submitted and approved through E2 solutions when travel is complete
- Works in conjunction with the Finance department to ensure accuracy when reconciling government credit cards in UFMS (Unified Financial Management System), and submitting vendor requests for BPA's (Blanket Purchase Agreements)
- Coordinate hotel and travel arrangements for staff, processing invitational E2 vouchers ensuring cost-effective and timely accommodations during transportation.
- Supervise and prepare a classroom for 23 to 27 students, observers, visiting instructors, and led instructors
- Correspond with vendors, contractors, and professional services personnel to receive orders, direct activities, and communicate instructions.
- Perform budget management services for ATF and manage financial documents using the Bureau's automated financial management system.
- Process expense reports for the project manager, ensuring accurate documentation of spending for budgeting purposes.
- Address IT issues by coordinating with the helpdesk, minimizing downtime, and upholding operational efficiency.
- Answer multi-line phone systems, routing calls, delivering messages to staff, and greeting visitors.
- Deliver excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Handles confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Improve document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
Crime Gun Intelligence III
Eagle Harbor, LLC.
10.2016 - 11.2022
- Gather, interpret, and evaluate information from both classified and unclassified sources
- Assist and train new employees with data entry of evidence, QA (quality assurance), site management, data analysis, and summarizing reports through ATF's National Integrated Ballistic Information Network (NIBIN) and the National Tracing Center (NTC), by utilizing crime gun intelligence
- Perform 50 to 100 image and correlation reviews of firearms through the ATF's NIBIN (National Integrated Ballistic Information Network) equipment.
- Utilizes computer databases, quantitative and qualitative methodology, electronic spreadsheets, desktop publishing, word processing, and statistical applications such as SPSS (Statistical Package for the Social Sciences) and GIS (Geographic Information Systems) to manipulate, analyze, and present data.
- Develop and support a working relationship with external law enforcement agencies, governmental agencies, and communities.
- Regulate multiple projects simultaneously while adhering to strict deadlines and quality standards.
Pharmacy Sales Associate
Walmart
06.2016 - 09.2016
- Handle sensitive customer information with utmost confidentiality, always adhering to HIPAA regulations.
- Work with team members to provide the highest level of service to customers
- Collaborate with the pharmacy team to optimize workflow, improving overall efficiency and productivity.
- Boost sales by 50% and delivered outstanding customer service by assisting customers with pharmacy services, product questions, and general store information
- Maintain accurate inventory counts and reported discrepancies of main stock and specially controlled substances
- Convey complex medical information clearly to customers while discussing drug interactions or possible allergies.
- Conducted regular audits of over-the-counter medications for expired products, for the safety of customers.
- Manage accurate medical records of drug inventory and orders for pharmacy customers.
- Resolve customer complaints professionally while maintaining a high level of service quality standards.
Customer Service Specialist
The Home Depot
08.2015 - 05.2016
- Serves as SME (subject-matter expert), providing troubleshooting and technical assistance to customers for products and delivery issues
- Follows up with customers to offer additional support and resolve escalated issues with empathy and timely resolution
- Compiles feedback from customers and submitted recommendations to management regarding service delivery processes to enhance CSAT
- Achieves or surpasses revenue targets with successful promotion of company products during routine inbound calls and outbound sales follow-ups
- Preserves revenue streams where possible with strong communication and negotiation skills, using refunds as the last resort to keep customer satisfaction
- Adapt quickly to changes in company policies or procedures assuring consistency in delivering accurate information to customers.
- Handle escalated calls calmly, finding resolutions that satisfied the company and the customer's needs.
Education
Certificate - Medical Billing And Coding
Calhoun Community College
Huntsville, AL01-2025
Associate of Science - General Studies
Calhoun Community College
Huntsville, AL12-2015
Skills
- Active listening
- Customer service
- Empathy and patience
- Problem resolution
- Call center experience
- Computer proficiency
- Professional telephone demeanor
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Medical terminology
- Medical billing
Timeline
Administrative Assistant
Eagle Harbor, LLC.
11.2022 - Current
Crime Gun Intelligence III
Eagle Harbor, LLC.
10.2016 - 11.2022
Pharmacy Sales Associate
Walmart
06.2016 - 09.2016
Customer Service Specialist
The Home Depot
08.2015 - 05.2016
Certificate - Medical Billing And Coding
Calhoun Community College
Associate of Science - General Studies
Calhoun Community College
Similar Profiles
Miesha DeSouzaMiesha DeSouza
Crime Gun Intelligence Analyst at Eagle Harbor, Llc.Crime Gun Intelligence Analyst at Eagle Harbor, Llc.
Sharon CrouseSharon Crouse
Research Assistant at Eagle Harbor, LLCResearch Assistant at Eagle Harbor, LLC
Mikayla NormanMikayla Norman
NIBIN Technician at Eagle Harbor LLCNIBIN Technician at Eagle Harbor LLC