Geiser Martinez

Proactive and results-driven Business Intelligence (BI) professional with extensive experience in real-time data analysis, collections management, and operational accounting. Proven track record in optimizing financial and operational processes, monitoring critical KPIs in fast-paced environments, and managing relationships with international clients across both on-site and 100% remote settings. Proficient in Power BI, advanced Excel, and Workforce Management tools.

Real-Time Data Analyst (BI) at Contact Center Dominicana (2024-03 – Present)

• Monitor and analyze real-time operational data to drive efficiency and identify performance trends.
• Design and automate Power BI dashboards and advanced Excel reports to support executive decision-making.
• Track operational metrics, schedule adherence, and agent performance using Workforce Management (WFM) tools.
• Codify system errors and resolve technical alerts encountered by operational agents.

Customer Service & Billing Specialist at Contact Center Dominicana (2022-08 – 2024-03)

• Managed medical insurance claims, complex billing procedures, and resolved client billing disputes at scale.
• Navigated medical requisitions, health plans, and medication guidelines while delivering daily patient support.
• Maintained patient files, coordinated scheduling, and addressed inquiries across high-volume daily calls.

Customer Service Representative at Teleperformance (2019-01 – 2022-08)

• Handled high-volume customer communications involving service inquiries, billing, and technical support.
• Maintained high quality of service standards through effective conflict resolution and problem-solving.

Remote Collections & Accounts Receivable Specialist at Synergies Strategic Services / BPO Dominicana (2016-10 – 2018-12)

• Managed remote debt recovery (Collections) portfolios for international corporate accounts and enterprise clients.
• Negotiated payment structures, reduced overdue balances, and performed Accounts Receivable (A/R) reconciliations.
• Generated weekly cash flow recovery reports and tracked key delinquency and aging metrics.

Accounting & Billing Assistant at BDO Dominican Republic (Accounting & Audit Firm) (2015-01 – 2016-09)

• Recorded journal entries, executed bank reconciliations, and assisted in financial statement preparations.
• Processed client invoicing, managed accounts payable/receivable ledgers, and conducted precise data entry.

High School Diploma – Centro Educacional Santo Cura de Ars (2014)