Customer Service Specialist with 20 Years Experience

Sensitivity: General/Internal

ANGELA M. MARTIN

***** ***** ******** *******, ********** 92585

Cell Phone: 619-***-**** Home Telephone: upon request Email: ***********@*****.*** CUSTOMER SERVICE SPECIALIST WITH 20 YEARS OF EXPERIENCE Business Office, Hospital &Grocery Operations / External Communications QUALIFICATIONS SUMMARY

Self-directed and solutions-oriented professional offering the ability to combine time/resource-management skills and implement strategic organizational skills to improve productivity, quality and service. Team-player/team-builder demonstrating a high-level of energy, initiative, accuracy and thoroughness; recognized for capacity to work independently as well as collaboratively and interact effectively with a diverse group of internal/external customers including healthcare providers, patients, vendors and upper management. A performer, accustomed to working under fast- paced, deadline-driven conditions while successfully prioritizing and juggling multiple tasks simultaneously, strengthening customer/patient satisfaction and enhancing professionalism. Decisive and tactful communicator with sound judgment, a meticulous attention to detail, superior interpersonal, organizational, analytical, assessment and problem-solving skills and strong written, oral and technical aptitude.

AREAS OF EXPERTISE

• Front Office Management • Customer Service/Support • Documentation/Reporting & Tracking

• Scheduling/Appointment-Setting • Bookkeeping Operations • Complex Research/Issue Resolution

• Front-Desk/Telephone Reception • Account Receivables (AR)

• Quality Control/Best Practices

• Personal Motivation/Mentoring

DESIGNATIONS

Six Sigma Yellow Belt Certification (In Process) - Management and Strategy Institute (Expected: March 2023) EDUCATION

Candidate, Associates of Science in Paralegal Studies – Southwestern College (March 2017)

• Pharmaceutical Technician -PIMA Medical Institute Graduated in August 2007

• Travel & Tourism Agent- Watterson’s College Pacific Graduated in May 1992 Offices Held

• Southwestern Paralegal Association / PRESIDENT 2012

• Southwestern Paralegal Association / SDPA LIAISON 2011/12 Recognition

• ASO Scholarship Award- Campus Involvement 2011

• Ceaser Chavez Scholarship Award- Technical 2010

• TELA Scholarship Award- Academic 2010

TECHNICAL PROFICIENCY

Arbitration Forums Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) 10 Key by Touch HealthConnect

RIS PC Software

ANGELA M. MARTIN RESUME PAGE TWO

Sensitivity: General/Internal

PROFESSIONAL EXPERIENCE

GEICO

Payment Recovery Unit San Diego, CA Aug.2017- Current Receive referrals from Claims Liability associates and pursue and recover money from adverse carriers, to include physical damage and rental coverages.

• Responsible for preparing demand packages by obtaining supporting documentation, issue subrogation demands to adverse carriers and refund deductibles to policyholders when recoveries are received.

• Refer claims to subrogation attorneys and collection agencies and communicate with policyholders.

• Efficient, organized, strong analytical skills, awesome communication skills with a great attitude, and driven to succeed.

• Working with other large and small business partners, and other parties to meet the insurance needs of our customers and company.

Hertz

Instant Return Representative San Diego, CA Aug. 2016 - 2017 Responsible for providing attentive, courteous, and expeditious service to customers returning rented vehicles.

• Provide world class customer service by managing vehicle returns in compliance with Hertz policies and procedures.

• Personally welcome customers with a pleasant and willfulness to help attitude.

• Provide the customer with a receipt and full explanation of charges or proper documented paperwork to complete transition.

• Resolve and issues or concerns when applicable.

• Inspect vehicle for damages then properly document and collect charges if necessary. Vons San Diego, CA Dec. 2015 – Aug 2016

Bookkeeping-temporary

Reconciliation of the store books. Day-to-day financial balancing of the cash registers, lottery machines, and Western Union. Intake request for Armor money.

• Maintain a professional and pleasant office environment. Escort vending and cash handling visitors.

• Respond to all inquiries (in-person and over the phone); provide timely response to staff concerns, expedite the resolution of issues with internal/external personnel and escalate concerns when required.

• Post charges and payments to accounts, mail handling, and bank deposits. RH Janitor San Diego, CA Dec. 2010 - Present

Bookkeeping

Day-to-day financial overview for the bill paying invoicing and collection of account balances marked unpaid; sent correspondence to companies to recover past due money

• Establish a professional and pleasant office environment; greet, assist and escort visitors, handle multiple incoming telephone lines and direct calls appropriately.

• Respond to all inquiries (in-person and over the phone); provide timely response to staff concerns, expedite the resolution of issues with internal/external personnel and escalate concerns when required.

• Conduct intensive investigations of large outstanding balances and compile information related to past due accounts; prepare and organize accounts for collection.

• Handling mail, bank deposits, payroll, posting charges and payments to accounts. ANGELA M. MARTIN RESUME PAGE THREE

PROFESSIONAL EXPERIENCE (CONTINUED)

Sensitivity: General/Internal

Kaiser Permanente San Diego, CA Aug. 2014 - Nov. 2014 Imaging Scheduler

Outreach to patients in need of scheduling appointment and follow-up appointments for radiographic imaging (x-ray), CT Scans, Sonograms, and Mammograms.

• Contacted patients to schedule appointment

• Verbally informed patients of required detained preparation for imaging procedure.

• Sent out correspondences to patients and Physicians (if applicable).

• Generated patients list from hospital database using multiple software and scheduling systems

• General office duties

Ajilon Professional Staffing San Diego, CA Aug. 2013 - Aug. 2014 Patient Service Representative-Kaiser Permanente

Check in patients for doctor’s appointment, lab work, and x-rays.

• Exemplary customer service with merit

• Scheduling future/follow-up appointments

• Excepting co-payments in various forms.

• Properly identifying patients according to policy.

• Providing information or materials needed for examination (if applicable).

• Generated patients and physician schedule from hospital database.

• Use of multiple software and scheduling systems

Ajilon Professional Staffing San Diego, CA Nov. 2005 - Aug. 2006 Front Office Management/Receptionist-Gensler

Support a team of six architects with administrative assistance.

• Exceptional customer service

• Scheduling appointments and firm meeting

• Calendaring using Outlook.

• Receptionist and front office support under minimal supervision.

• Purchasing office supplies and ordering sample materials.

• Organizing weekly luncheons and holiday functions.

• Establishing relationships with vendors

Maxim Pharmaceuticals San Diego, CA Dec. 2004 - Nov. 2005 Front Office Coordinate-Receptionist

Support a team of six architects with administrative assistance.

• Exceptional customer service

• Scheduling appointments and firm meeting

• Calendaring for CEO, CFO, and COO using Outlook.

• Receptionist duties such as multi-line phones, facsimile, copy, and print.

• Purchasing office supplies, floral, and cleaning service.

• Organizing weekly luncheons and holiday functions.

• Establishing relationships with vendors and salesmen.

• Prepared Courier, FedEx, UPS, USPS and other shipping Ralphs Groceries San Diego, CA Sept. 2001 - Mar. 2002 Bakery Manager

Responsible for supervision of ten employees during a store strike in the fresh bakery department.

• Outstanding customer service & team leader

• Assisted with hiring trainees, and strike members.

• Maintained a fully stocked bakery generating 40% in department sales compared to the 10% prior to strike.

• Trained incoming staff modeled behind team-building strategies.

• Use of multiple software and scheduling systems

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