Louis Marquez
Pembroke Pines,FL
Summary
Results-driven Licensed Health Insurance Agent accomplished in bringing in new customers and maximizing revenue. Well-versed in different insurance plans. Persuasive Bilingual communicator with personable style.
Overview
30
30
years of professional experience
Work History
Licensed Health Insurance Agent
Avant Assurance Inc
11.2022 - 07.2024
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Analyzed customer needs to provide customized insurance solutions.
- Educated clients on insurance policies and procedures.
- Finalized sales and collected necessary deposits.
Bilingual Field Sales Quality Analyst
Liberty Power Corp
01.2014 - 03.2020
- Motivated Sales Channels, Quality Control Staff, and Internal Sales teams to maintain LP quality standards
- Lead developer and trainer of the Spanish Certification Program for Field Sales agents in 14 different markets
- Developed training plan and on-site visit schedules to visit sales channels based on findings of internal monitoring activities, customer issues and regulatory complaints to best prioritize and maximize training resources
- Assisted Sales Agents management with quality issues and made recommendations for improvement
- Identified opportunities for improvement in the Sales Process through on-site monitoring
- Developed Sales and Customer Service audit processes for internal and third-party agents
- Identified Sales Agents performance trends in relation regulatory requirements
- Assisted with translating operational documents from English to Spanish
- Traveled both on a national and international level (Mexico, Colombia, Honduras, and Dominican Republic) to facilitate training to new and existing channels, as well as providing weekly calibrations and QA training sessions to currently active channels.
Bilingual Quality Assurance Analyst
Liberty Power Corp
12.2012 - 12.2014
- Reviewed customer service calls, internal sales, and third party sales channels for quality assurance
- Provided trend analysis to management teams on agents to improve and level of compliant behaviors aligned with Regulatory requirements
- Trained new team members (Customer Care & Sales), on job requirements and team member expectations, in both English and Spanish
- Assisted with developing call monitoring formats and identified the quality standards for customer expectations
- Assisted Quality Assurance and Operations with Sales Agent call calibration sessions
- Performed contact call center monitoring and evaluated agents within multiple regional territory
- Analyzed call trends for call center training opportunities and provided recommendations to management
- Performed quality reviews on performance reports to identify areas to improvement
- Assisted with Vendor software testing and implementation.
Sales Support Analyst
Liberty Power Corp
06.2012 - 12.2012
- Provided support of Large Commercial Industrial sales process for assigned Sales Manager
- Managed sales quotes through the selling process: Pricing, Legal, Finance and online quote submission
- Reviewed sales contracts and customer enrollments making sure all clauses and addendums are correct
- Managed customer pricing request using Salesforce
- Contact local electric utility companies to resolve any account issues prior to closing of deals
- Manage and prepare account lists in Excel for pricing department.
Bilingual Customer Care Specialist
Liberty Power Corp
11.2011 - 05.2012
- Assisted customers by phone with billing inquires, verifying contract information, etc
- Submitted online service request using Seibel program for cancellations, re-enrollments, billing and financial request
- Closed all service requests once completed and contacted customers if follow up is required.
Bilingual Collections Analyst (BB)
Seccion Amarilla USA
06.2011 - 10.2011
- Analyzed and identified potential risks in current and past due customer accounts
- Provide daily updates to upper management with Excel reports
- Open claims in behalf of customers disputing contracts
- Negotiated payment programs with delinquent customers
- Interacted with finance, customer service and sales departments
- Identifying write-off accounts
- Created manual invoices when necessary.
E-Commerce / Internet Sales Manager
Maroone Honda of Miami
01.2011 - 05.2011
- Constantly developed new business leads
- Exceed the expectations of the sales quota, and maintained one of the top 5 sales agent positions
- Responsible for contacting customers online/phone for scheduling appointments
- Assisted customers in their purchase selection
- Reviewed and negotiated purchase terms with customers.
Bilingual Collections Representative
JM Family Enterprises
05.2010 - 12.2010
- Responsible for relations with overdue customer accounts
- Negotiated with customer account settlements
- Responsible for daily billing inquiries
- Documented accounts accurately for 100% visibility using Excel.
Customer Care / Senior Sales Analyst/Enterprise Account Manager, BB Renewal Sales
Citrix Systems Inc.
08.2002 - 08.2009
- Mentored and managed teams for successful up-sell strategies in the Latin America and Caribbean market
- Collaborated in the design and implementation of new commission plans for our renewal sales team
- Negotiated with customers to ensure contract renewals
- Achieved highest attainment for Team Renewal Sales
- Increased Upgrade Sales by 27%
- Improved administration and sales forecasting
- Developed strategic relationships with Field Sales Managers and Territory Managers
- Created and implemented a customized channel development pamphlet to aide Resellers (Brokers) with internal quoting, license reporting, and managing opportunities
- Lead Bilingual Customer Care team and Renewal Sales team for Latin America.
Customer Care & Sales Operations Manager (Latin America & Caribbean)
Tecmarine Lines Inc.
11.1994 - 03.2002
- Responsible for selling, planning, developing, coordinating, organizing all profitable revenue opportunities for the Sales division
- Maintained sales forecasts while generating and implementing strategies to improve service levels and efficiencies
- Played a lead role in defining and generating excel reports for Senior Management on key sales metrics
- Increased total sales to Latin America and Caribbean by average of 20% YOY
- Managed inbound and outbound customer care calls as well as face to face customers.
Education
Certification - Certified Professional Translator (English to Spanish)
Global Translation Institute
01.2013
Bachelors of Arts - Business Administration candidate
University of Phoenix
Fort Lauderdale, FL01.2003
Associate - Sales and Management candidate (ESL Program)
Broward Community College
01.1995
Skills
- Microsoft Office
- CRM
- Training and Development
- Regulatory Compliance
- Team Building and Development
- Customer Care and Services
- Account Management
- Inbound Call Management
- Client needs analysis
- Life Insurance Sales
- Health Insurance Policy Sales
- Adaptability and Flexibility
- Persuasive Negotiation
References
Available Upon Request
Timeline
Licensed Health Insurance Agent
Avant Assurance Inc
11.2022 - 07.2024
Bilingual Field Sales Quality Analyst
Liberty Power Corp
01.2014 - 03.2020
Bilingual Quality Assurance Analyst
Liberty Power Corp
12.2012 - 12.2014
Sales Support Analyst
Liberty Power Corp
06.2012 - 12.2012
Bilingual Customer Care Specialist
Liberty Power Corp
11.2011 - 05.2012
Bilingual Collections Analyst (BB)
Seccion Amarilla USA
06.2011 - 10.2011
E-Commerce / Internet Sales Manager
Maroone Honda of Miami
01.2011 - 05.2011
Bilingual Collections Representative
JM Family Enterprises
05.2010 - 12.2010
Customer Care / Senior Sales Analyst/Enterprise Account Manager, BB Renewal Sales
Citrix Systems Inc.
08.2002 - 08.2009
Customer Care & Sales Operations Manager (Latin America & Caribbean)
Tecmarine Lines Inc.
11.1994 - 03.2002
Certification - Certified Professional Translator (English to Spanish)
Global Translation Institute
Bachelors of Arts - Business Administration candidate
University of Phoenix
Associate - Sales and Management candidate (ESL Program)
Broward Community College
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