Gary Martin III
San Antonio,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Care industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Customer Service Team Lead
QTC Medical Services
09.2021 - 04.2022
- Resolved customer service issues using company processes and policies and provided assistance to Veterans arranging transportation if needed.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Consulted with Veterans about the benefits of using the company website.
- Used Veteran Portal to keep records of customer interactions, customer accounts, and file documents, and explain benefits.
Customer Service Representative
Healthcare Support Staffing
02.2020 - 04.2021
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Handled customer inquiries and suggestions courteously and professionally.
Medicare Customer Service Representative
Aetna
10.2018 - 12.2019
- Handled incoming requests for appeals nd pre-authorizations not handled by Clinical Claim management.
- Explained members rights and responsibilities in accordance with contract for bills they may receive.
- Assisted in preparation of complaint trend reports, compiled claim data for customer audits.
- Used applicable system tools and resources to produce quality letters and spreadsheets in response to inquiries received.
National /Regional Sales Manager
Kens 5
06.2016 - 01.2018
- Predicted shifts in regional and national marketplaces using current industry knowledge to stay ahead of competition.
- Established and adjusted selling prices by monitoring costs, competition and supply and demand.
- Delivered project status reports/delivered launch briefings with kick start team/coordinated all internal efforts with fulfillment team.
- Forecasted sales and established processes to achieve sales objectives and related metrics.
Online Customer Service Representative
Wells Fargo
08.2014 - 03.2016
- Conducted Sales which included goal of 24 per day with 4 transfers to Personal Banker.
- Answered live online chats to give quick answers and solve problems faster.
- Cross-trained and backed up other customer service managers.
- Handled all aspects of online accounts including acquiring and expanding business accounts.
Education
Associate of Arts - Liberal Arts And General Studies
Northwest Vista Community College
San Antonio, TX09.2006
Tom C Clark Highschool
San Antonio, TX09.1997
Skills
- Staff Meetings
- Verbal and Written Communication
- Interpersonal Communications
- Managing Multiple Tasks
- Articulate and Well-Spoken
- Coaching and Training
- Call Control
- History Verification
- Records Preparation
- Interdepartmental Collaboration
- Retail Sales Customer Service
- Customer Support
- Issue and Conflict Resolution
- Persuasive Communication
- Account Management
- Closing Sales
Timeline
Customer Service Team Lead
QTC Medical Services
09.2021 - 04.2022
Customer Service Representative
Healthcare Support Staffing
02.2020 - 04.2021
Medicare Customer Service Representative
Aetna
10.2018 - 12.2019
National /Regional Sales Manager
Kens 5
06.2016 - 01.2018
Online Customer Service Representative
Wells Fargo
08.2014 - 03.2016
Associate of Arts - Liberal Arts And General Studies
Northwest Vista Community College
Tom C Clark Highschool
Similar Profiles
Lisa M PerezLisa M Perez
Medical Quality Assurance Specialist at QTC Medical ServicesMedical Quality Assurance Specialist at QTC Medical Services
Briaunna TuckerBriaunna Tucker
Provider Schedule Manager at QTC Medical ServicesProvider Schedule Manager at QTC Medical Services
Jonathan Castillo-SandovalJonathan Castillo-Sandoval
Service Coordinator Specialist at QTC Medical ServicesService Coordinator Specialist at QTC Medical Services
Cole EngstCole Engst
Warehouse Supervisor at Floor and DécorWarehouse Supervisor at Floor and Décor
Briana RochaBriana Rocha
Retail Sales Associate at United Fashions of TexasRetail Sales Associate at United Fashions of Texas