Hi, I’m
MARCIE RURODEN
Customer Service/Business Manager
Odenton,MD
Summary
Seasoned Manager/Supervisor bringing proven skills in preparing and finalizing contract agreements. Decisive field professional skilled at cultivating and deepening productive relationships with owners, companies and agency representatives. Ready to bring knowledge and abilities to challenging role. Dependable candidate successful at managing multiple priorities with a positive attitude. Seeking full-time position that offers professional challenges utilizing interpersonal and problem-solving skills.
Overview
22
years of professional experience
Work History
Jay Young, State Farm AgentLaurel, MD
Customer Service Manager
10.2020 - Current
Job overview
- Followed through with client requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Researched and corrected customer concerns to promote company loyalty.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Kept accurate records to document customer service actions and discussions.
- Collaborated with upper management to improve customer service processes and support structures.
- Actively listened to customers, handled concerns quickly and escalated major issues to Underwriting.
- Took ownership of customer issues and followed problems through to resolution.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Developed sales leads from direct referrals, networking and targeted marketing campaigns.
PresentRedemption House MinistriesSevern, MD
Property/Business Manager
08.2011 - 09.2020
Job overview
- Managed three properties for private owners
- Prepared and/or implemented procedures and systems within company guidelines to ensure orderly, efficient workflow
- Confirmed all leases and corresponding paperwork are completed and input to software System accurately and on a timely basis
- Ensured current resident files were properly maintained
- Ensured all administrative paperwork is accurate, complete and submitted on a timely basis
- Ensured proper response and handling of all community emergencies with staff, residents, buildings, etc
- Within company guidelines to minimize liabilities (i.e., criminal activity on community, employee/resident injuries, fires, floods, freezes, etc.)
- Performed other administrative duties as needed including faxing, filing, scanning, sending inner-office memos and ordering supplies
- Created, managed, and executed business plan and communicated company vision and objectives to motivate teams.
- Drafted reports and documents to improve correspondence management, schedule coordination and recordkeeping.
- Assisted with hiring process and training of new employees.
- Coordinated team schedules to keep shifts properly staffed during busy periods.
Forfeiture Support Associates LLC.Washington, DC
Data Analyst
04.2008 - 07.2011
Job overview
- In charge of marketing, advertising, and tracking seized property for claims utilizing the main FBI tracking system (CATS); review and verify data for accuracy and maintain internal status information on the disposition of all forfeited assets
- Consistent use of organizational skills, tact and diplomacy
- Routinely interacted with various investigative agencies, local law enforcement, the US Attorneys, and several US Department of Justice processing units and offices
- Provided assistance to the Lead Analyst and Officials for collecting case file information
- Conducted validation and verification and managed the workflow and organization of case files and the case data system
- Extracted data from investigative databases and prepared management reports, investigative packages, notices, and declarations
- Performed data entry duties using the Microsoft Office suite of applications
- Reconciled inconsistencies in various documents, claims, and inventories
- Required to interact with and support senior Department officials
Dee Young, State Farm AgentOak Hill, VA
Office Manager
06.2001 - 04.2008
Job overview
- Obtained state licenses to produce all lines of insurance.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Evaluated employee records and productivity
- Updated reports, managed accounts, and generated reports for company database.
- Maintained computer and physical filing systems.
- Managed office operations while scheduling appointments for agent.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established team priorities, maintained schedules and monitored performance.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Education
Trinity College and University
Bachelor of Arts Degree from Business Administration
Skills
Quality control practices
Budgeting
Staff Management
Customer service-focused
Database Management
Financial budgeting and reporting
Client relationship management
Insurance product expertise
Client Service
Account management
Account retention
Product knowledge
Timeline
Customer Service Manager
Jay Young, State Farm Agent
10.2020 - Current
Property/Business Manager
PresentRedemption House Ministries
08.2011 - 09.2020
Data Analyst
Forfeiture Support Associates LLC.
04.2008 - 07.2011
Office Manager
Dee Young, State Farm Agent
06.2001 - 04.2008
Trinity College and University
Bachelor of Arts Degree from Business Administration