Lillian Marchena
New York,NY
Summary
SUMMARY OF QUALIFACTIONS: Insightful Market manager with experience devising and implementing marketing campaigns. Built deep understanding of target audience and competitors to develop effective marketing messaging. Early adopter of latest industry trends and strategies, resulting in consistently fresh and creative ideas.
Overview
8
8
years of professional experience
Work History
Borough Market Manager
NYC Health +Hospitals
03.2021 - 10.2021
- Responsible for hiring & management of 70+ T2 canvassers
- Supervise groups of T2 canvassers in various neighborhoods and communities in Manhattan, NY
- Contribute to new hire orientation and contribute to the creation of content for additional departmental training as needed
- Oversee project training to support canvassers responsibility to provide accurate information to community members
- Oversee the collection of data from the canvassing team to keep our targeted quote on track
- Oversee payroll submissions making sure the canvassers submitted the proper paperwork for employment
- Support canvassing teams that outreach into targeted communities
- Ensuring site and staff are following restrictions, guidelines, and protocol
- Identify and resolve conflicts for operations and personnel
- Work with the regional manager to create schedules, respond to City and community requests for support, and oversee all on-site activity of canvassing teams.
Call center manager
New York Heath and Hospital
11.2020 - 02.2021
- Full delegated authority to act on behalf of the Director in his/her absence
- Attend/represent Customer Services Department in all required internal/external meetings
- Assess service statistics and implement strategies to improve quality of service and productivity
- Work with Supervisors to set and communicate performance standards that are specific and measurable, and in support of the business’ mission
- Create effective customer service procedures, policies, and standards with focus in enhancing the customer experience and achieving first contact resolution
- Plan, prioritize and delegate work tasks to ensure proper functioning of the department and ensure timely completion
- Develop, maintain, and strengthen collaborative partnerships with others inside or outside the organization who can provide information, assistance, and support
- Liaise with company management to support and implement growth strategies
- Identify and address staffing needs and coordinate training and coaching
- Supports Director in fostering a culture of excellence, growth and accountability
- Assists with being compliant with regulatory agency guidelines and standards; prepares and completes action plans
- Other duties as assigned by the Call Center Director
Account Executive/ Market Management
Mosaic sales solutions
11.2017 - 10.2020
- Develop, plan, and activate consumer experiential marketing events varying in size and scope
- Work across our Creative, Production and Field Marketing teams to bring programming to life
- Manage related vendors and partners in the development of brand programs
- Develop program budgets and provide financial management of all experiential programs on a regular basis
- Write and distribute program overviews, activation plans and any other documents to all stakeholders
- Debrief key stakeholders to measure program efficacy and adjust as needed
- Attend in-person meetings, site checks and events as needed
- Collaborating with Account Executives and Marketing to ideate and create first-to-market cross-platform opportunities to drive revenue and exceed KPIs
- Partnering with Ad Ops and other internal teams to ensure successful campaign implementation and execution.
Office manager
Focus, pointe
New York
12.2012 - 10.2016
- Point person for maintenance, mailing, shipping, supplies, equipment, bills, and errands
- Acting as the main point of contact for any and all facility management inquiries
- Organizing staff events
- Assisting the with onboarding new staff
- Support in the implementation of company policies
- Completing daily budget reconciliations
- Assist all departments with additional tasks, as assigned
Education
B.S - Marketing & finance
Long Island University
05.2011
Skills
- Mac and PC Proficient in: Microsoft Office Suite (Word, Outlook, PowerPoint, Excel), Adobe Illustrator and Photoshop I pad World Traveler Dominican Venezuelan American Leader Type 70 WPM QuickBooks Volunteer Team Leader
- Customer Trend Analysis
- Operating Procedures and Policies
- Employee Coaching and Motivation
- Strategic Planning
- Scheduling and Coordinating
- Relationship Management
- Sample Distribution
- Product Development Budgeting
- Customer Needs Assessments
- Courteous with Strong Service Mindset
- Efficient and Detail-Oriented
Languages
Spanish
Native or Bilingual
Timeline
Borough Market Manager
NYC Health +Hospitals
03.2021 - 10.2021
Call center manager
New York Heath and Hospital
11.2020 - 02.2021
Account Executive/ Market Management
Mosaic sales solutions
11.2017 - 10.2020
Office manager
Focus, pointe
12.2012 - 10.2016
B.S - Marketing & finance
Long Island University
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