Summary
Overview
Work History
Education
Skills
Certifications Awards
Timeline
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Marissa Daugherty

Conroe

Summary

Results-driven professional well-versed in customer retention strategies and client relationship management. Known for delivering impactful solutions that enhance customer loyalty and satisfaction. Consistently collaborates with cross-functional teams to achieve organizational goals and adapt to evolving business needs with strong focus on conflict resolution and communication skills.

Overview

12
12
years of professional experience

Work History

Account Retention Specialist

Empower Pharmacy
05.2024 - Current
  • Nurtures the development of opportunities by working with sales and marketing on educating clients on products to promote retention and increase pharmacy sales.
  • Builds and maintains a rapport with past and current clients by regular check-in’s and staying up to date on their progress and challenges.
  • Investigates, tracks, and analyzes account revenue loss to identify customer retention needs and offers solutions to bridge the gaps.
  • Develops and implements strategies to maximize customer satisfaction and retention.
  • Proactively researches existing customers to understand their needs, address any issues or concerns, and provide personalized solutions to ensure their ongoing satisfaction.
  • Enters all prospective client information in the CRM and maintains each CRM profile with detailed and accurate information.
  • Collaborates with marketing and sales teams to develop campaigns and initiatives to promote Empower Pharmacy’s products and to improve customer retention.
  • Works closely with the Sales Representatives, Account Managers and Customer Service teams to identify accounts who have declining sales to gather information such as incidents reported to the Customer Services teams which may have lead to the loss of business.

Customer Engagement Specialist

Delta Defense, LLC
01.2023 - 05.2024
  • Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
  • Increased customer retention by proactively identifying and resolving potential issues with a high retention rate.
  • Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
  • Deliver exceptional customer service and support to members
  • Maintain high conversion and save rates by proactively finding solutions for members
  • Collaborate effectively with team members to achieve goals
  • Assist the back-end administrative team by created detailed reports on team performance metrics for upper management review, highlighting successes and opportunities for development.

911 EMERGENCY DISPATCHER

ESD11 Mobile Health Care
08.2021 - 01.2023
  • Emergency medical dispatcher certified
  • Sat on the DRC Bored
  • Trained new hires
  • HIPPA compliant
  • Maintained high levels of situational awareness during emergency situations, allowing for quick adjustments and accurate updates to responding units as needed.
  • Managed multiple communication channels simultaneously, including telephone lines, radio frequencies, and computer-aided dispatch systems for effective coordination among emergency units.
  • Handled challenging caller interactions professionally while remaining empathetic to individuals experiencing distress or panic during emergencies.
  • Mitigated potential risks during crisis situations by calmly gathering pertinent information from callers and relaying it accurately to responding units.

Office Manager

Allstate Finanical Services, LLC
08.2013 - 07.2021
  • Life, retirement, & health insurance sales with a high closing rate
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Helped manage a large clientele
  • Meet with clients remotely or in person
  • Processed statements and clients payments
  • Handled all customer service needs via phone, email and chats
  • Managed all in-house benefits for all employee
  • Managed all HR duties & payroll



Education

BACHELOR OF BUSINESS - CFP IN BUSINESS

University of Phoenix - Online Campus
02-2026

HIGH SCHOOL DIPLOMA -

Highlands Ranch High School
01.2013

Skills

  • Account Management
  • Leadership
  • Cross-functional communication
  • Payroll Management
  • Trend tracking
  • Microsoft Office
  • CRM software proficiency
  • Salesforce Proficient
  • Data review
  • Marketing & Sales Management
  • Customer retention strategies
  • Outside Sales
  • Inside Sales
  • Customer Service

Certifications Awards

  • Life & Health Insurance
  • EMD
  • First Aid Certification, CPR
  • Certification Property & Casualty License in 48 states
  • Life Saving Award

Timeline

Account Retention Specialist

Empower Pharmacy
05.2024 - Current

Customer Engagement Specialist

Delta Defense, LLC
01.2023 - 05.2024

911 EMERGENCY DISPATCHER

ESD11 Mobile Health Care
08.2021 - 01.2023

Office Manager

Allstate Finanical Services, LLC
08.2013 - 07.2021

HIGH SCHOOL DIPLOMA -

Highlands Ranch High School

BACHELOR OF BUSINESS - CFP IN BUSINESS

University of Phoenix - Online Campus

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