Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Quote
Timeline
AssistantManager
Marenda Eison

Marenda Eison

Plainfield,IL

Summary

Proactive and dedicated Customer Service Representative and Claims Handler with 15 years of experience in keeping records of customers while managing customer complaints.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

I have a designated workspace and high internet access that's private and ready to use.


Overview

23
23
years of professional experience
1
1
Certification

Work History

Fitness Coach

Fitness Premier
08.2015 - Current
  • Motivate small group sizes 2-10 members using various strength/functional type movements to music.
  • Set up workspace with equipment so participants can complete weekly workouts.
  • Facilitate workouts by demonstrating various exercises.
  • Log weekly members into computer to keep track of their paid sessions.

Fitness Coach/Personal Trainer

C.W. Avery YMCA
07.2012 - Current
  • Greet members in a professional and friendly manner entering/exiting building and fitness classes.
  • Promote fitness and healthy living by offering various family or individual program options.
  • Facilitate Strength and Cardio classes.
  • Assess Members' fitness progress and suggest appropriate pay or non-pay programs to members achieve said goals
  • Make outbound calls welcoming members to the YMCA and offering various fitness options to meet goals.
  • Track members attendance and update computer system.

Commercial Auto Claims Handler

The Hartford Financial Services Group
01.2008 - 06.2011
  • Took inbound and outbound calls in a Call Center Environment
  • Handled caseloads for Commercial Auto Claims of mid to high complexity/exposure.
  • Reviewed, analyzed and investigated suspicious and potentially fraudulent insurance claim requests.
  • Completed Interviews over the phone to verify liability or fault of the claim.
  • Re-created crashes of various vehicles involved to determine liability for denials or acceptance of claims outcome.
  • Reviewed new files to determine current status of injury and documents to develop a plan of action.
  • Substantiated legitimate claims and denied unjustified claims.
  • Making coverage determinations and communicating written position(s) to insureds and other required parties.
  • Collaborated with other departments and industry anti-fraud organizations to help resolve and close claims with minimal to no loss of revenue.

Implementation Manager

JPMorgan Chase
01.2005 - 01.2006
  • Researched and resolved barriers to successful system functionality, improving support and issue resolution.
  • Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand.
  • Documented processes to streamline setup, customization and maintenance.
  • Collaborated with 6 Large Corporate Clients to cultivate resources and reference material for technical installation, troubleshooting and maintenance.
  • Oversaw large portfolio of projects to support teams, report progress and influence positive outcomes.
  • Resolved implementation and operation issues with product manufacturers.
  • Researched and resolved barriers to successful system functionality, improving support and issue resolution.
  • Documented processes to streamline setup, customization and maintenance.

Business Analyst II

JPMorgan Chase
01.2003 - 01.2004
  • Conducted interviews with key business users to collect information on business processes and user requirements.
  • Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
  • Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
  • Improved business direction by prioritizing customers and implementing changes based on collected feedback.

Unit Manager

JPMorgan Chase
01.2000 - 01.2003
  • Assisted in development and implementation of policies, procedures and regulations for unit operations.
  • Handled complaints from customers and immediately took steps for quick resolution and to prevent reoccurrence.
  • Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
  • Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
  • Motivated and supervised 10-12 Escalation Handlers in delivering quality and efficient customer service.

Education

High School Diploma -

East Aurora High School
Aurora, IL
05.1990

Skills

  • Performing basic computer operations and troubleshooting common problems
  • Responding to customer situations with sensitivity
  • Excel, Windows 95/98, MS Word, PowerPoint, Access, Adobe Acrobat, Internet, E-Mail, Lotus Notes,
  • Windows 2000/XP, Windows 10
  • Analytical and Critical Thinking
  • Flexible and Adaptable
  • Organization and Time Management
  • Interpersonal Communication
  • Good Telephone Etiquette
  • Self-Motivated
  • Problem-Solving

Certification

First Aid and CPR Certified.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

It is never too late to be what you might have been.
George Eliot

Timeline

Fitness Coach

Fitness Premier
08.2015 - Current

Fitness Coach/Personal Trainer

C.W. Avery YMCA
07.2012 - Current

Commercial Auto Claims Handler

The Hartford Financial Services Group
01.2008 - 06.2011

Implementation Manager

JPMorgan Chase
01.2005 - 01.2006

Business Analyst II

JPMorgan Chase
01.2003 - 01.2004

Unit Manager

JPMorgan Chase
01.2000 - 01.2003

High School Diploma -

East Aurora High School

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