Summary
Overview
Work History
Skills
Timeline
Generic

Catherine Marker

Summary

Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

Overview

11
11
years of professional experience

Work History

Manager, Operations

Inovalon
09.2019 - 11.2023
  • Managed the day-to-day operations of a thirty-person team of supervisors, Account Managers and Outreach Specialists
  • Created cross functional trainings to create synergetic collaboration between multiple departments and operational organizations
  • Coordinated roll out of various initiatives to support growth and expansion of department.
  • Managed and motivated employees to be productive and engaged in work.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Accomplished multiple tasks within established timeframes.

Senior Trainer

Iron Bow Technologies
10.2016 - 06.2019
  • Oversaw day-to-day functions of training department.
  • Conducted New Hire Training classes to ensure students are successful in CSR position
  • Created and implemented trainings to improve performance of CSRs based upon needs assessments performed
  • Provided floor support to CSRs in role of Subject Matter Expert
  • Acted as Quality Analyst when not actively facilitating, scoring and coaching a team of 10-14 representatives
  • Acted as Team Lead for New Hires during 8-week training program
  • Performed all administrative duties for Training department, i.e ordering of training supplies, booking and maintenance of training rooms, tracking and scheduling of training sessions, create spreadsheets for tracking purposes, etc
  • Created processes for the Training Department including Training Deliverables, attendance policy in training, Training Guidelines
  • Reported to Training Manager and Call Center manager on status of projects managed via spreadsheets and weekly meetings guaranteeing all objectives were met.

Pre-Sale Consultant

Ranstad-Cigna (temporary)
06.2016 - 10.2016
  • Compared current health plan for prospective client with company guidelines and created preliminary quote
  • Communicated with Sales staff to ensure quotes are properly conveyed to prospective client.
  • Utilized creative problem-solving skills to overcome technical challenges in the sales process.
  • Configured and modified product systems to meet customer-specific needs.

Customer Care Representative/Customer Relations Team

Verizon Wireless
03.2015 - 05.2016
  • Listened and responded appropriately in customer interactions by providing empathy and building customer trust and loyalty
  • Used negotiation and problem-solving skills to resolve customer concerns regarding billing and credit issues
  • Utilized multiple tools and resources to resolve customer concerns regarding price plans, features and contract information
  • Utilized troubleshooting guides and tier one troubleshooting on calls requiring device assistance
  • Provided floor support to CSR's with questions and escalated calls
  • Performed training of fellow team mates on new products and processes during huddles and team meetings
  • Performed acting Supervisor duties when current Supervisor was out of the office.

Customer Service Representative

Star Distribution Systems
03.2014 - 03.2015
  • Process incoming orders from various clients and coordinate with Warehouse and Dispatch staff to ensure timely and accurate delivery of products
  • Answered inquiries from customers regarding stock, delivery expectation, backordering and all other issues relating to order fulfillment for multiple clients with varying requirements
  • Processed billing in client computer system and Star Distributions software
  • Processed RMAs and oversee coordination of damage processing
  • Trained and directed filing staff regarding expectation and work load on largest account
  • Assisted with entering of payables in various corporate A/P applications.

Administrative Office Coordinator/Staffing Specialist

PSA Healthcare
03.2013 - 03.2014
  • Answered multi line phones and answer inquiries appropriately
  • Processed intake forms for new admissions to nursing services and enter nursing notes into database
  • Processed scheduling for over 100 nurses to provide services to over thirty patients daily, weekly and monthly
  • Followed up on ACHA screenings and federal criminal background checks
  • Assisted employees with various benefit and payroll inquiries including enrollment and eligibility, payroll adjustments and deduction verifications
  • Assisted with insurance authorizations, renewals and tracking of authorization expiration dates
  • Assisted with interviewing and orientation of new nurses including review of applications and administering assessment centers
  • Supervised Office Assistant
  • Processed employment references for newly hired nurses
  • Completed verification of weekly payroll for processing
  • Acted as On-Call scheduler as needed.

Skills

  • Training and Development
  • Cross-functional Coordination
  • Performance Measurement
  • Team Leadership
  • Organizational Development
  • Process Improvement
  • Employee Development
  • KPI Tracking
  • Customer Service Management
  • Staff Training/Development

Timeline

Manager, Operations

Inovalon
09.2019 - 11.2023

Senior Trainer

Iron Bow Technologies
10.2016 - 06.2019

Pre-Sale Consultant

Ranstad-Cigna (temporary)
06.2016 - 10.2016

Customer Care Representative/Customer Relations Team

Verizon Wireless
03.2015 - 05.2016

Customer Service Representative

Star Distribution Systems
03.2014 - 03.2015

Administrative Office Coordinator/Staffing Specialist

PSA Healthcare
03.2013 - 03.2014

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Catherine Marker