Summary
Overview
Work History
Education
Skills
Timeline
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Lucie Martin

Philadelphia

Summary

Dynamic Client Service Consultant with a proven track record at HealthEquity, excelling in client relationship management and compliance education. Adept at analyzing service delivery to enhance customer satisfaction, I leverage technical support skills to resolve complex issues efficiently, ensuring a seamless experience for clients while fostering strong relationships.

Overview

13
13
years of professional experience

Work History

Client Service Consultant

HealthEquity
Philadelphia
02.2013 - Current
  • Assisted clients in navigating account setups and troubleshooting issues effectively.
  • Educated clients about compliance regulations and policy changes in healthcare.
  • Conducted regular follow-ups to ensure client satisfaction and address concerns promptly.
  • Analyzed client feedback to recommend improvements for service delivery efficiency.
  • Ensured compliance with applicable laws, regulations, policies, and procedures.
  • Provided technical support to customers through phone, email or online chat sessions.
  • Coordinated with other departments to ensure timely resolution of customer requests.
  • Managed escalations from clients effectively by following established protocols.
  • Entered new and updated information into customer accounts.

Customer Service Representative

WageWorks
Mesa
08.2012 - 02.2013
  • Assisted customers with inquiries regarding benefits and account access.
  • Managed customer interactions through phone, email, and online chat channels.
  • Resolved complex issues by collaborating with internal departments effectively.
  • Documented customer feedback to improve service delivery and processes.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Education

High School Diploma -

Pioneer Valley Regional High School
Northfield, MA
05-1985

Some College (No Degree) -

Greenfield Community College
Greenfield, MA

Skills

  • Client relationship management
  • Compliance regulation education
  • Technical support
  • Service delivery analysis
  • Account management
  • Customer satisfaction assessment

Timeline

Client Service Consultant

HealthEquity
02.2013 - Current

Customer Service Representative

WageWorks
08.2012 - 02.2013

High School Diploma -

Pioneer Valley Regional High School

Some College (No Degree) -

Greenfield Community College

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Lucie Martin