Valerie Gonzalez Martin

• Led a team of 8+ members including an international team via coaching and accountability.
• Partnered with leadership to optimize workflows and performance.
• Managed policy quality, complex underwriting escalations, and high-volume inbox workflows.
• Created SOPs and training materials for onboarding.
• Analyzed key metrics to track trends, improve accuracy, and address operational gaps.

• Processed new policies with accuracy across multiple systems.
• Issued certificates of insurance, maintaining strict compliance and documentation accuracy.
• Researched policy details to streamline internal and client communications.
• Resolved discrepancies to improve data integrity and eliminate errors.
• Built cross-functional relationships to ensure efficient service delivery.

Processed new business and policies while maintaining accuracy across multiple systems. Created and maintained certificates of insurance and resolved reporting discrepancies.

• Guided Medicare clients through plan options, simplifying complex information to support informed decisions.
• Resolved customer inquiries and enrollment issues.
• Conducted proactive follow-ups to complete enrollments.
• Coordinated with carriers and clients to ensure timely processing of policies.
• Identified opportunities to cross-sell products based on needs.

• Managed staff scheduling, PTO requests, and coverage planning.
• Oversaw payroll and timekeeping, ensuring accuracy and compliance.
• Led hiring efforts, including interviewing and onboarding new employees.
• Conducted performance reviews, setting clear expectations and supporting employee development.
• Handled financial tasks including multi-location bank deposits.

• Supervised operations and supported team performance to meet goals.
• Trained and cross-trained team for flexibility and coverage.
• Managed departmental tasks and projects, ensuring timely and accurate completion.
• Delivered high-quality customer service, resolving issues efficiently across in-person and phone channels.
• Provided backup support across functions to maintain continuity.

Supervised daily operations and supported team performance. Trained staff and managed departmental tasks to ensure timely completion.

Associate of Applied Science in Veterinary Technology from Globe University Minnesota School of Business.