Glena Boxrud
Martinez
Summary
Resolute and empathetic professional with over 15 years of experience in customer service, office administration, and patient coordination. Proficient in Microsoft Office, database management, and electronic communication systems.Proficient in active listening, conflict resolution, and time management, with established expertise in handling sensitive inquiries and ensuring exceptional support.. Adept at maintaining confidentiality and delivering service-oriented solutions, aligning with the requirements of a Certified Helpline Specialist.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Help Line Specialist
NAMI Help Line Volunteer
12.2024 - Current
- Completed Online Training Modules.
- Listening to people and providing support and resources for various personal issues.
- Complete records of events such as calls and text sessions are maintained.
- Provide resources and suggestions to help callers as needed.
Interim trainer
AMAZON, INC.
Appling
10.2021 - 01.2025
- Coached associates struggling with rate, quality and or safety issues.
- Performed data entry including updating of training rosters.
- Provided training class for 48 new hires and provided supplemental training.
- Earns trust and maintains positive relationships with tier 1 associates, peers, and leaders.
- Creates a positive and engaging environment that recognizes and celebrates peer/team achievement.
- Able to identify opportunities and provide effective coaching to improve performance.
- Works effectively with others to meet customer needs while building team morale.
- Demonstrate high standards of ethical conduct and understand the impact of violating these standards; contribute to integrity of the organization.
- Interacts with others in a fair, compassionate, and empathetic manner.
- Treats others with courtesy and respect, works effectively with those from diverse backgrounds.
- TDR and Safety Yard trained.
Office Administrator
CH Martin Company
Augusta
12.2016 - 05.2018
- Delivered exceptional customer service by welcoming visitors and managing inquiries.
- Maintained electronic filing systems for accurate record-keeping and efficient retrieval.
- Coordinated meetings, conferences, and travel arrangements to optimize schedules.
- Composed professional correspondence, ensuring clarity in reports and meeting documentation.
- Trained clerical staff to improve collaboration and overall team performance.
- Utilized Microsoft Office for presentations and database management to streamline processes.
- Answered incoming calls professionally, directing inquiries to relevant personnel or departments.
- Organized monthly staff meetings with distributed agendas to enhance communication.
Business Administrator
Ducktails Pediatric Therapy and Wellness Inc.
Evans
04.2010 - 12.2016
- Managed scheduling and coordination for multidisciplinary therapy team, ensuring seamless patient appointments.
- Conducted pre-certifications while maintaining accurate patient databases to ensure compliance with insurance protocols.
- Resolved equipment and facility issues promptly, maintaining a functional environment for staff and patients.
- Credentialed therapists and ordered supplies, ensuring uninterrupted service provision and regulatory compliance.
- Implemented Quick Practice software for billing, increasing accuracy in private insurance claims.
- Facilitated empathetic communication with patients and families, effectively addressing concerns.
- Performed regular audits of financial records to guarantee accuracy and completeness.
- Coordinated with external vendors for timely delivery of services and products.
Education
High School Diploma -
Twin Lakes High School
Palm Beach, FL01.2003
Skills
- Customer service and support
- Active listening and empathy
- Conflict resolution
- Database management
- Scheduling and coordination
- Microsoft Office Suite
Certification
Certified Professional Coder, University Hospital, Augusta, GA
Timeline
Help Line Specialist
NAMI Help Line Volunteer
12.2024 - Current
Interim trainer
AMAZON, INC.
10.2021 - 01.2025
Office Administrator
CH Martin Company
12.2016 - 05.2018
Business Administrator
Ducktails Pediatric Therapy and Wellness Inc.
04.2010 - 12.2016
High School Diploma -
Twin Lakes High School
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