Martina Henderson
Florissant
Summary
Experienced professional with extensive experience in customer service, claims resolution, Documentation Specialist, Data entry, and account management within the insurance, financial services, and healthcare sectors. Proven ability to handle escalated issues, analyze service data, and collaborate across departments to ensure compliance with industry regulations. Skilled in managing high call volumes, documenting case activities, and improving operational efficiency. Proficient in Microsoft Excel and Office Suite, with hands-on experience creating reports, analyzing performance metrics using pivot tables and charts, and maintaining accurate records. Strong communication and problem-solving abilities with a focus on delivering exceptional service and operational excellence.
Overview
12
12
years of professional experience
Work History
Documentation Specialist/ Escalations Analyst/ Operations Support Analyst
Wells Fargo Advisors
04.2022 - Current
- Investigate and resolve complex, escalated customer service issues in a regulated financial services environment.
- Maintain accurate and detailed case documentation across multiple internal platforms to ensure compliance and support auditing requirements.
- Collaborate with compliance, operations, and service teams to coordinate timely resolutions and adhere to regulatory standards.
- Ensure precision in correspondence, data entry, and records handling in alignment with internal controls and policies.
- Utilize Microsoft Excel to organize data, perform calculations, and create detailed performance and claims tracking reports using formulas, pivot tables, and charts.
- Leverage Microsoft Word for documentation and reporting, and Outlook for professional email communication and calendar management.
Provider Services Analyst
Centene Corporation
06.2018 - 09.2020
- Verified patient eligibility and benefits, and responded to provider inquiries regarding claims status and processing in accordance with HIPAA regulations.
- Researched and resolved complex claim issues by coordinating with clerical support and claims operations teams to ensure accurate documentation and timely resolution.
- Managed a high volume of inbound calls while maintaining professionalism, accuracy, and detailed records of provider interactions and resolutions.
- Entered and updated information across multiple systems, ensuring data integrity and consistency in case tracking.
- Proficient in Microsoft Excel and Office Suite, with experience using Excel to organize and analyze data, perform calculations, and generate reports using formulas, pivot tables, and charts to track claim performance.
- Utilized Microsoft Word for documentation and reporting, and Outlook for managing email correspondence and scheduling.
Account Service Analyst
Enterprise Holdings
09.2013 - 06.2017
- Managed and advocated rental files within the Rental Management department, proactively working to resolve overages and maintain compliance with insurance carrier guidelines.
- Proficient in Microsoft Excel and the Office Suite, including the use of Excel to organize data, perform calculations, and generate reports using pivot tables, formulas, and charts for claim tracking and performance analysis.
- Experienced with Microsoft Word for documentation and reporting, and Outlook for managing professional communication and scheduling.
- Built and maintained strong relationships with over 20 assigned Blue Ribbon Auto Body Shops, each servicing up to 5 vehicles at a time, to ensure timely vehicle repairs based on estimated labor hours.
- Collaborated with auto repair shops to verify mechanical delays or negotiate rental payments when repairs exceeded the expected timeframe.
- Communicated with policyholders to explain rental coverage limitations and deductible responsibilities related to mechanical repairs.
- Handled outbound and inbound customer service calls, providing policy guidance and scheduling assistance.
- Completed service coordination tasks, including updating records, tracking case progress, and managing clerical data across internal systems.
- Reviewed service timelines and prepared reports for escalation and performance tracking purposes.
Education
Bachelor's - Business Administration
Columbia Southern University
05.2025
High School Diploma - undefined
University City High School
University City, MO01.1998
Skills
- Eligibility Verification & Claims Support
- Office Administration & Clerical Tasks
- Customer Service & Escalation Resolution
- Healthcare Operations & Call Center Support
- Data Management: Accurate data entry, recordkeeping, and documentation
- Microsoft Office Suite: Advanced proficiency in Excel (pivot tables, formulas, charts), Word, Outlook
- CRM Systems, ServiceNow, and Proprietary Databases
- Detail-Oriented & Deadline-Driven
- HIPAA Compliance & Confidential Information Handling
- Strong verbal and written communication
- Problem-solving and issue resolution
- Detail-oriented and organized
- Deadline-driven with multitasking ability
- Confidential information handling
Timeline
Documentation Specialist/ Escalations Analyst/ Operations Support Analyst
Wells Fargo Advisors
04.2022 - Current
Provider Services Analyst
Centene Corporation
06.2018 - 09.2020
Account Service Analyst
Enterprise Holdings
09.2013 - 06.2017
High School Diploma - undefined
University City High School
Bachelor's - Business Administration
Columbia Southern University
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