Luis Marmol
Surprise,AZ
Summary
Accomplished bilingual professional with over a decade of experience in customer service, specializing in conflict resolution and client engagement. Proven track record of enhancing customer satisfaction through strategic problem-solving and effective communication. Adept at leading teams to achieve organizational goals while fostering a culture of growth and collaboration. Eager to leverage an extensive skill set in a dynamic role that offers opportunities for professional development and advancement within the organization.
Overview
16
16
years of professional experience
Work History
Massage Therapist
Hand and Stone Massage and Facial
08.2023 - Current
- Collaborated with team members to maintain a clean and welcoming environment.
- Assessed client needs through consultations to develop tailored treatment plans.
- Mentored junior therapists on techniques and customer service best practices.
- Implemented process improvements that enhanced client satisfaction and retention rates.
Contractor/Installer
TopBuild
10.2018 - Current
- Installing different forms of insulation for new home build repairs/warranty services while providing high customer service for new homeowners.
Credits and Collections Specialist
Bank of America
11.2020 - 06.2022
- Reduced outstanding debts through timely intervention and assertive negotiation strategies.
- Continuously monitored client payment patterns to identify potential concerns, allowing for early intervention in cases of financial distress or impending default.
- Analyzed financial data to identify trends and improve collection efforts.
Recovery Associate
Bank of America
11.2020 - 06.2021
- Managed recovery operations to optimize inventory control and reduce losses.
- Collaborated with cross-functional teams to implement process improvements enhancing efficiency.
- Led initiatives to enhance customer service during the recovery process, boosting satisfaction rates.
Digital Services Specialist
Bank of America
06.2019 - 11.2020
- Implemented digital solutions to enhance user experience across multiple platforms.
- Analyzed customer feedback to identify areas for service improvement.
- Collaborated with cross-functional teams to streamline digital service processes.
Escalation Lead
Cigna HealthCare, Corp
09.2014 - 06.2019
- Serves as direct contact liaison for multiple lines of business regarding high conflict resolution request overseen by Utilization Management.
- Led escalation processes to resolve complex customer issues effectively.
- Mentored team members on best practices in issue resolution and customer service.
Care Senior Associate Onboarding-Team Lead
Cigna HealthCare, Corp
11.2012 - 09.2014
- Developed and implemented strategies to improve patient engagement and satisfaction metrics.
- Mentored junior associates, fostering professional growth and ensuring high-quality performance standards.
- Led cross-functional teams to streamline healthcare processes and enhance service delivery.
Intake Care Associate
Cigna HealthCare, Corp
10.2009 - 05.2011
- In-bound Pre-certification specialist responsible for supporting Cigna medical staff by collecting and evaluating medical information received for medical authorizations.
- Exceeded call handle time goals with speed and efficiency while verifying information back to callers confirming details provided over the phone for accuracy.
Education
Diploma - Computer Programming
Ironwood High School
Glendale, AZ01.2005
Skills
- Strong verbal communication
- Client-driven mindset
- Screen navigation across platforms
- Avaya and Cisco systems expertise
- Client relations
- Technical troubleshooting
Languages
Spanish
Native or Bilingual
Timeline
Massage Therapist
Hand and Stone Massage and Facial
08.2023 - Current
Credits and Collections Specialist
Bank of America
11.2020 - 06.2022
Recovery Associate
Bank of America
11.2020 - 06.2021
Digital Services Specialist
Bank of America
06.2019 - 11.2020
Contractor/Installer
TopBuild
10.2018 - Current
Escalation Lead
Cigna HealthCare, Corp
09.2014 - 06.2019
Care Senior Associate Onboarding-Team Lead
Cigna HealthCare, Corp
11.2012 - 09.2014
Intake Care Associate
Cigna HealthCare, Corp
10.2009 - 05.2011
Diploma - Computer Programming
Ironwood High School