Martins Kent
@martinskent
Senior Customer Service specialist driving SaaS and healthcare support excellence with measurable outcomes.
United StatesWhat I'm looking for
I am a results-driven Senior Customer Service Specialist with seven years supporting healthcare and SaaS customers, focused on advocacy, technical troubleshooting, and improving product adoption. I combine hands-on platform support with strong de-escalation and empathy to protect customer relationships.
At Zelis Health I handled 90–110 daily interactions across phone, email, and secure chat, resolving complex claims and payment disputes while maintaining 98%+ CSAT and exceeding KPIs like 92%+ FCR. I led digital payment onboarding initiatives that increased adoption by 30% year-over-year.
Previously at Alleva I provided Tier 1–2 SaaS support, authored knowledge base content, and created detailed Jira tickets that accelerated engineering resolution. I reduced login-related tickets by 25%, decreased ticket volume by 15% through UX recommendations, and consistently ranked in the top 5% for CSAT, FCR, and NPS.
I mentor and train new hires, deliver refresher sessions for existing teams, and collaborate cross-functionally with product, claims, and engineering teams to implement lasting improvements while ensuring HIPAA and CMS compliance.
Experience
Work history, roles, and key accomplishments
Senior Customer Service Specialist
Zelis Health
Mar 2022 - Feb 2026 (3 years 11 months)
Served as primary advocate for providers, payers, and patients handling 90–110 daily contacts to resolve claims and payment disputes, achieving 98%+ CSAT and improving digital payment adoption by 30% YOY.
Customer Support Specialist
Alleva
Jan 2018 - Mar 2022 (4 years 2 months)
Provided Tier 1–2 SaaS technical support for healthcare portals and payment tools, reduced login-related tickets by 25% and decreased average ticket volume by 15% through troubleshooting and product feedback.
Education
Degrees, certifications, and relevant coursework
Lagos State University
Bachelor of Science, Computer Science
Completed a Bachelor of Science in Computer Science with coursework in programming and systems, awarded in 2015.
Lake Highlands High School
High School Diploma, General High School Studies
Completed high school diploma at Lake Highlands High School in Dallas, Texas.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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