Markell D Rawls

• Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
• Collected customer feedback and made business adjustments to improve retention and satisfaction.
• Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
• Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
• Motivated and trained employees to maximize team productivity.
• Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
• Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
• Compiled training materials for new employees and tracked skill development.
• Encouraged and promoted ideas aligned to business needs and benefits.
• Analyzed department metrics and performance and reported findings to management.
• Conducted root cause analysis in deficient areas to identify and resolve issues.
• Managed internal operational standards and productivity targets.
• Developed and deepened relationships with customers, vendors and internal stakeholders.
• Managed over 1000 customer calls per day

• Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions
• Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements
• Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims
• Managed relationships with distribution channel partners and determined proper sourcing methods depending on product category and discount margins
• Understood each target customer's business model, mapped out organization and identified unique technology needs
• Set up appointments with potential and current customers to promote new products and services
• Researched relevant resources to assist members, identified member representation needs and troubleshot next steps to provide optimal support for member
• Adapted sales techniques to specific clients and promoted products based on individualized client needs

• Worked flexible hours across night, weekend and holiday shifts
• Used critical thinking to break down problems, evaluate solutions and make decisions
• Resolved conflicts and negotiated mutually beneficial agreements between parties
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
• Prepared variety of different written communications, reports and documents
• Worked with customers to understand needs and provide excellent service
• Exceeded goals through effective task prioritization and great work ethic
• Offered friendly and efficient service to customers, handled challenging situations with ease
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record
• Led projects and analyzed data to identify opportunities for improvement
• Improved operations through consistent hard work and dedication
• Developed team communications and information for meetings
• Adhered to social distancing protocols and wore mask or face shield
• Learned new skills and applied to daily tasks to improve efficiency and productivity
• Increased customer satisfaction by resolving issues
• Managed 40 employees including 2 leads
• Quality Champion

• Provided coverage option information to assist clients in protecting assets
• Exceeded corporate quotas for monthly policy sales
• Scheduled fact-finding appointments and consultations to determine client needs and overall financial situations
• Assessed coverage plans and long-term business goals to successfully align new products with plans and strategies
• Reported policy changes and company conditions affecting customer satisfaction
• Promoted products and services using upselling and other sales strategies
• Obtained underwriting approval by completing application for coverage
• Supported sales, brokers, consultants and underwriters in marketing and sales activities
• Utilized targeted email campaigns and cold calling to increase revenue
• Leveraged knowledge of company insurance products and services to advise customers on appropriate choices
• Attended continuing education courses and workshops to gain additional insurance industry knowledge
• Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques
• Tracked progress of all outstanding insurance claims
• Developed sales leads from direct referrals, networking and targeted marketing campaigns
• Calculated quotes and educated potential clients on insurance options
• Reviewed stop-loss reporting to customer accounts and complied with policies and procedures for release of information
• Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation
• Utilized advanced sales skills to overcome objections, persuade clients to purchase policies and close deals
• Upsold additional products and services after identifying customer needs and requirements

• Implemented change to environmental service program to enhance desirability of facility
• Monitored and maintained operating budgets by managing supplies and equipment inventory
• Maintained security for property, supplies and operating funds to reduce theft or loss
• Recruited, interviewed, hired and developed staff performance through regular and timely assessments
• Maintained and improved customer and patient satisfaction with consistent follow-up
• Collaborate with administration and other departments to provide world class service
• Planned work schedules, hours, areas of work and job duties to effectively render housekeeping services
• Complied with health, safety, OSHA and industry regulatory agencies to minimize hazards and support safe and healthy work environment
• Led housekeeping team of 30 staff to support EVS operations
• Performed regular inspections and evaluations of facility to recommend and facilitate action items
• Conducted staff meetings and communicated with members of other departments to coordinate housekeeping activities
• Cleaned certain pieces daily and maintained weekly, monthly and semi-annual procedures for less critical lines
• Handled spills in work and common areas and used proper methods to clean and sanitize each material
• Implemented extra protections during seasons with higher risks of infections such as flu
• Disassembled production lines fully to avoid equipment breakdown
• Reassembled production lines efficiently to restore production with minimal downtime
• Washed down facility walls, floors and doors regularly with cleaning solutions and sprayers
• Maintained spotless restrooms and break rooms with detail-oriented approach and consistent attention
• Mixed, used and properly stored hazardous chemical cleaners to reduce risk of injury or illness
• Attended to building parking lots and grounds each day to keep outside areas clean and neat
• Worked with team members from multiple departments to maintain strict cleanliness standards
• Collected, sorted and disposed of garbage and recycling from production work areas

• Processed billing calls and answered questions from patients and third-party carriers
• Assisted in reconciling deposit and patient collections
• Processed online and paper appeal submissions and refund requests
• Corrected, completed and processed claims for multiple payer codes
• Used data entry skills to accurately document and input statements
• Trained and mentored new team members and managers on accounts payable systems and policies to build cohesive groups and promote operational performance
• Monitored outstanding invoices and performed collections duties
• Handled account payments and provided information regarding outstanding balances
• Responded to customer concerns and questions on daily basis

• Determined suitable crew requirements, scheduled employees and worked with human resources to meet changing production schedules
• Assessed manufacturing processes and recommended improvements to increase productivity
• Managed internal operational standards and productivity targets
• Estimated labor requirements to support anticipated workload
• Resolved issues quickly to maintain productivity goals
• Partnered with leadership on recruiting, hiring and coaching production personnel
• Delivered direct feedback to senior management regarding project visibility and status
• Studied department operations to assist with development of new or improved methods of tooling and production processes
• Standardized production procedures, job roles and quality assurance guidelines
• Reviewed maintenance and repair problems to determine appropriate action for resolution
• Implemented quality improvement changes to minimize product defect rates
• Created streamlined production schedules and collaborated with production employees to communicate objectives and goals
• Wrote and conducted formal performance reviews for production personnel
• Monitored team budgets to keep projects on task and avoid waste
• Applied lean practices to balance workflow and eliminate unnecessary steps
• Addressed personnel issues and scheduling conflicts promptly
• Managed continuous improvement initiatives to drive gains in quality, flow and output
• Reviewed work for quality and compliance with company standards and design specifications
• Sourced materials to keep up with production goals and meet customer demands
• Created and regularly updated department work instructions and reports

Used Microsoft Word and other software tools to create documents and other communications

• Managed team of employees, overseeing hiring, training and professional growth of employees
• Offered friendly and efficient service to customers, handled challenging situations with ease
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution
• Carried out day-to-day duties accurately and efficiently
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record
• Participated in team-building activities to enhance working relationships
• Improved operations through consistent hard work and dedication
• Collaborated with team members to achieve target results
• Onboarded new temps by entering employee information into systems
• Conducted research, gathered information from multiple sources and presented results
• Received and processed stock into inventory management system
• Identified issues, analyzed information and provided solutions to problems
• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
• Used critical thinking to break down problems, evaluate solutions and make decisions
• Prepared variety of different written communications, reports and documents
• Resolved problems, improved operations and provided exceptional service

• Make sure staff conforms to DHEC rules and regulations when sanitizing rooms and equipment storage
• Nominated for Committed to Caring Committee in January of 2013
• Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements
• Trained and mentored all new personnel to maximize quality of service and performance
• Drove improvements to workflow and room turnover with hands-on, proactive management style
• Evaluated employee performance and developed improvement plans
• Completed schedules, shift reports and other business documentation
• Worked with front desk to respond promptly to all guest requests
• Maintained controls over expenses and inventory for optimal budget tracking
• Communicated repair needs to maintenance staff
• Placed orders for housekeeping supplies and guest toiletries
• Improved process efficiency through effective inventory control in alignment with client standards
• Created and implemented training programs to enhance employee performance
• Adhered to safety protocols by enforcing proper equipment usage
• Reduced financial discrepancies through accurate management of payroll and bookkeeping processes
• Introduced new operational programs like incentives to increase company loyalty and reduce employee turnover
• Increased employee performance through effective supervision and training
• Completed laundry services with special attention to care instructions for hand-washing and dry cleaning
• Kept building entryway glass clean and polished for professional presentation
• Managed household staff while parents were away
• Disposed of trash and recyclables each day to avoid waste buildup
• Restocked room supplies such as facial tissues for personal touch with every job
• Managed laundry sorting, washing, drying and ironing

• Order and inventory supplies
• Provide training for new employee
• In-service new employees on updates according to DHEC and OSHA
• Make daily inspections to ensure tasks are carried out by employees
• Make sure building is up to code by making daily, and monthly inspections
• Making sure MSDS books are updated
• Scheduling employees and projects accordingly
• Evaluated facility operations and personnel for safety and health regulations compliance
• Led facility management staff and consultants in producing business plan that focused on facility operations
• Maximized profitability through revenue development, cash control and expense reviews
• Skillfully managed facility operations as functioning CEO for multi-million dollar healthcare company
• Oversaw all aspects of equipment installation, maintenance and repair for both internal and external services
• Supervised staff of 20 in day-to-day activities
• Tracked and documented operational and financial records to perform analysis of performance and costs
• Conducted inspections of facility grounds, external structure, systems and equipment
• Supervised 20 team members throughout redesign and renovation process
• Maintained facility grounds, equipment and safety compliance
• Held classes to teach staff facility procedures
• Prepared reports and schedules with accuracy

• Performed ear dislodges
• Performed EKG's
• Performed the beginning stages of physical examinations
• Performed capillary sticks
• Practiced universal precautions when working in labs, and patients
• Performed urinalysis
• Made referrals to specialty clinics
• Made appointments
• Performed patients’ education to patients
• Sterilize equipment
• Work in medical records
• Give injections to patients
• Performed peak flows

• Distribute medical supplies to different units throughout the hospital
• Performed inventory of supplies
• Stock supplies