Marcus Bibles
San Antonio,TX
Summary
I am a dynamic, innovative, driven leader with 10+ years of professional experience leading teams, managing projects, understanding customers/business needs, and providing solutions when gaps are identified. I have expertise in various roles including Customer Service sales, Business Training and Education, Quality Assurance, Sales Supervisor, and Program/Project Management.
Overview
13
13
years of professional experience
Work History
Program Manager /Senior Project Manager
Tecolote
San Antonio, TX
12.2023 - Current
- Communicated regularly with external partners to ensure alignment of strategies and goals.
- Implemented best practices in order to maximize efficiency of operations.
- Conducted regular meetings with team members to review progress and address any issues or concerns arising from the program execution process.
- Maintained positive relationships with vendors by monitoring their performance against agreed upon contractual terms.
- Organized events such as conferences or seminars aimed at promoting awareness around specific topics relevant to the organization's mission statement.
Program/Project Management Specialist
Medtronic
01.2021 - 01.2023
- Coordinated planning sessions to effectively allocate resources for program implementation and successful product launches.
- Ensuring effective identification, measurement, monitoring and control of risks related to business activities in line with risk and compliance policies
- Identifies and evaluates quality standards, measurements, and process improvements to ensure effective and efficient business solutions
- Streamlined offshore vendor (Cognizant) KPI management in Manila alongside providing representative support in San Antonio, Tx
- Identified gaps in previous programs and supported resolutions to fill gaps
- Created process flows for new programs and incentives
- Led the Special Programs teams (2 agents locally and oversaw 250 agents offshore).
- Developed impactful presentations showcasing essential aspects of proposed projects or initiatives.
ReSupply Sales, Claims and Customer Service Manager
Medtronic
01.2019 - 01.2021
- Identifies and manages existing and emerging risks that stem from business activities and the job role
- Maximized productivity through efficient management of workload volumes, staffing, and training requirements by implementing effective solutions.
- Responsible for ongoing coaching and driving awareness so employees understand how their work and contributions support the overall claims
- Facilitates and guides employees through skill identification and developing for career progression Supports projects by serving as a subject matter expert.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Developed policies and procedures related to customer service operations.
Quality Assurance Manager
Medtronic
Philadelphia, PA
01.2017 - 01.2019
- Spearheaded quality assurance/control programs to ensure seamless communication and successful execution of key quality program decisions
- Advises senior management on review results, trends, studies, and initiatives, and recommends courses of action
- Enhanced knowledge and skills in Inside Sales, Order Processing, Training/Education, and Quality Assurance while working as onsite branch subject matter expert
- Quality Lead for Animas/Medtronic overseeing vendors, Kelly OCG (Philadelphia, PA), IBM (Mumbi, India) and Sykes (Buffalo, NY)
- Built out processes for various departments at the Kelly OCG branch (Philadelphia, PA)
- Improved Animas Exchange Program (AEP) quality scores from a baseline pilot at 81.3% to 93.49% in 2 quarters
- Collaborated with departments across different sites including Bala Cynwyd, PA; Northridge, CA; and San Antonio to enhance inter-team connectivity
- Implemented coaching strategies to improve Contact Center metric performance and enhance overall efficiency.
Training and Education Specialist
Medtronic
San Antonio
01.2015 - 01.2018
- Evaluates and oversees success measurements of employees
- Develops and implements training programs and materials to meet quality requirements, ensure legal standards compliance, and align with CoSA/LOB strategy.
- Facilitated comprehensive training programs for Senior Leaders and employees from various departments through 80+ in class, WebEx, and virtual sessions to enhance their understanding of new products, processes, and ongoing trainings.
- Created/Designed product workshops for on-going education to equip employees to appropriately service our customers
- Instructed 30-35 new hire classes to ensure competency and efficiency to apply newly learned skills on the job
Sr. Inside Sales Representative
Medtronic
San Antonio
01.2012 - 01.2015
- Team Lead of 7 other Diabetes Therapy Associates (DTA) for the Midwest District
- Motivated, coached and provided feedback to drive successful business outcomes.
- Assisted DTA Supervisor during 7 pipeline audits
- Managed customer inquiries via phone, email or chat applications in a timely manner.
- Tracked orders throughout the entire process until successful completion or resolution of any issues.
- Proactively coordinated bi-monthly personal and business development meetings with the Inside Sales Manager to evaluate performance.
Intern
Professional Therapy Services Of Texas
San Antonio, TX
- Maintained accurate records of all activities performed throughout internship period.
- Prepared reports summarizing project progress and results for management review.
- Identified needs of customers promptly and efficiently.
- Assessed company operations for compliance with safety standards.
Education
Bachelor of Science -
The University of Texas At San Antonio
San Antonio, TX12.2010
Skills
- Microsoft Office Suite
- Google Suite
- SAP
- Tableau
- Smartsheet
- Workfront
- Customer Relationship Management (CRM)
- Kronos
- Verint
- LMS Cornerstone
- Leadership
- Teamwork
- Communication
- Organized
- Collaboration/Partnering
- Call Center and customer service management
Timeline
Program Manager /Senior Project Manager
Tecolote
12.2023 - Current
Program/Project Management Specialist
Medtronic
01.2021 - 01.2023
ReSupply Sales, Claims and Customer Service Manager
Medtronic
01.2019 - 01.2021
Quality Assurance Manager
Medtronic
01.2017 - 01.2019
Training and Education Specialist
Medtronic
01.2015 - 01.2018
Sr. Inside Sales Representative
Medtronic
01.2012 - 01.2015
Intern
Professional Therapy Services Of Texas
Bachelor of Science -
The University of Texas At San Antonio
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