Summary
Overview
Work History
Education
Skills
Certification
Core Expertise
Timeline
Generic

Marleen Smith

Milwaukee

Summary

Customer-focused individual with a passion for delivering exceptional customer service. Strong interpersonal skills with a talent for effectively addressing concerns. Offering several years of comprehensive experience interpreting and implementing quality assurance standards and investigating customer complaints and non-conformance issues. Possessing excellent problem solving and analytical skills.

Dedicated Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Disability Analyst Specialist

Northwestern Mutual
10.2018 - 04.2024
  • Supported permanently and temporarily disabled clients by strategically negotiating contracts and submitting paid disability claims for review and approval.
  • Communicated with healthcare providers to secure Attending Physician Statements to ensure timely documentation filing.
  • Assembled, evaluated, and delivered completed disability applications to appropriate parties.
  • Delivered quality customer service by attentively listening to clients, creatively solving problems, and resolving conflicts.
  • Worked directly with the team to waive benefits overpayments, streamlining operational processes.

Wealth Management Specialist

Northwestern Mutual
10.2014 - 10.2018
  • Championed wealth growth for key clients in the financial and investment industries across the Southern US by forging strategic relationships, conducting market research, driving brand loyalty, and identifying risks.
  • Managed delegated accounts to ensure proper allocation of funds, avoiding portfolio shortage and overages.
  • Accepted the challenge of leading client calls to deliver strategic advice on investment trading, ensuring profitability.
  • Highly praised by the Trade Sanction Committee team for providing detailed Envestnet notes to enable the Director of Network Operations and Advisor to make informed business decisions.

Customer Service Representative

Northwestern Mutual
02.2012 - 10.2014
  • Served as the key point of contact, clearly communicating critical information to new and current clients, building customer loyalty and growing retention.
  • Offered customized customer service to resolve diverse individual questions and concerns through active communication, data analytics, segmentation, and strategic planning.
  • Provided optimal solutions that effectively resolved complaints, systematically following - up with concerns.
  • Directed incoming phone calls to appropriate parties, streamlining daily business operations.
  • Successfully troubleshot complex issues to increase customer satisfaction.

Education

Associate of Arts (AA) - Business Fashion Merchandising

Bryant & Stratton College
Milwaukee, WI
06-2000

Skills

  • Analytical thinking
  • Data analysis
  • Customer service
  • Relationship building
  • Problem solving
  • Performance optimization
  • Disability claims management
  • Risk identification
  • Attention to detail
  • Effective communication
  • Conflict resolution
  • Microsoft office
  • Information gathering
  • Time management
  • Deadline adherence
  • Complex Problem-solving
  • Verbal and written communication
  • Process improvements
  • Analytical problem solving

Certification

Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)

Core Expertise

  • Account Management
  • Analytical Thinking
  • Customer Service
  • Relationship Building
  • Problem Solving
  • Performance Optimization

Timeline

Disability Analyst Specialist

Northwestern Mutual
10.2018 - 04.2024

Wealth Management Specialist

Northwestern Mutual
10.2014 - 10.2018

Customer Service Representative

Northwestern Mutual
02.2012 - 10.2014

Associate of Arts (AA) - Business Fashion Merchandising

Bryant & Stratton College

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