Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Work Availability
Websites
Work Preference
Interests
Timeline
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Marlene Jorge

Marlene Jorge

Salado,TX

Summary

Agile thinker with an artistic edge.


I’m a multidisciplinary professional with the rare ability to bridge creative vision and technical execution. With a foundation in fine arts and a proven track record in technical support, operations, and team leadership, I specialize in solving complex problems, delivering exceptional service, and building relationships that last. I thrive in high-pressure environments where empathy, clarity, and strategy drive results—and I’m known for transforming challenges into smart, creative solutions that stick.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Implementation & Digital Marketing Specialist

The Barton House
02.2020 - Current
  • Spearheaded cross-platform marketing campaigns (digital, print, social) to boost brand engagement.
  • Conducted competitor analysis and audience surveys to guide strategy.
  • Managed website and social content; optimized campaign performance based on analytics.
  • Created client-facing documentation and internal process workflows to streamline operations.
  • Collaborated on brand positioning and storytelling using visually compelling data presentation.
  • Assisted in the development of company policies and procedures related to implementation and support services.
  • Increased brand awareness by developing and implementing targeted marketing campaigns.
  • Enhanced customer engagement, utilizing email marketing campaigns and newsletters.
  • Elevated brand reputation through the development of compelling public relations strategies and media outreach efforts.
  • Analyzed market trends and consumer behavior to inform data-driven marketing decisions.
  • Improved customer retention rates by designing customized loyalty programs tailored to individual needs.
  • Managed cross-functional teams to successfully execute product launches and promotional events.
  • Utilized data analytics tools to identify trends and fine-tune marketing strategies for optimal outcomes.
  • Conducted keyword research to optimize copywriting for SEO purposes and improve organic search visibility.
  • Developed email marketing campaigns that drove customer engagement and lead generation efforts.
  • Analyzed performance metrics to identify opportunities for content optimization and increased reach.
  • Created visually appealing infographics that effectively communicated complex ideas and concepts.
  • Monitored digital marketing trends and adapted strategies accordingly for enhanced results.

Data and Support Analyst

FriendFinder
02.2022 - 11.2022
  • Performed audits on models and members' accounts.
  • Replicated customer environments to identify and resolve issues.
  • Identified issues and worked with leadership to develop solutions.
  • Communicated with customers to pinpoint issues, guide them through solutions, and take necessary corrective actions to restore service and functionality.
  • Assisted customers with membership, online billing, access, and account problems.
  • Reviewed support cases for technical accuracy and troubleshooting and identified necessary process improvements.
  • Utilized Jira, Confluence, and other management systems.
  • Conducted audits for users' community blogs, pictures, and comments.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Maintained compliance with established and updated policies and procedures independently.
  • Collaborated with peers to update and add new content and documentation to the support knowledge base.
  • Created user accounts and managed access control.
  • Collaborated with cross-functional teams to implement solutions that enhanced system performance.
  • Managed multiple projects simultaneously, ensuring timely completion within scope and budget constraints.
  • Monitored helpdesk and responded to incoming tickets to address support needs.
  • Performed remote support tasks for mobile devices such as smartphones and tablets, correcting issues on iOS and Android units via [Software].

Technical Support Specialist

KeetHealth
04.2019 - 12.2020
  • Served as a liaison between customers, development, and product management, focusing on bugs and feature enhancements.
  • Provided senior-level technical support for both SaaS and on-premise-based email marketing enterprise systems.
  • Coordinated with other teams to resolve customer problems and fulfill service requests.
  • Collaborated with Product Development and QA teams to address product issues and improve design and quality by performing RCA on software issues and analyzing stack traces, and memory heap dumps.
  • Contributed to building knowledge base content, documentation, and training materials, as well as created an employee CS playbook blueprint for onboarding purposes.
  • Communicated with customers to identify issues, offer solutions, and initiate corrective actions to restore service and functionality.
  • Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
  • Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.

Premier Technical Support Engineer

Verizon
03.2015 - 04.2019
  • Maintained a consistent CSAT score above 95% while supporting a SaaS notification service, handling 6 - 16 daily tickets, and resolving an average of 45-60 tickets weekly.
  • Guided customers on best practice implementations and provides timely and accurate communications during service outages.
  • Handled high-profile customer issues in partnership with sales and closely collaborated with the SAM on customer device usage, RMAs, vehicle discrepancy reporting, etc.
  • Troubleshooted software and hardware issues across various environments to identify root causes and develop solutions or workarounds.
  • Provided dedicated premier first-level technical support to end-users for proprietary software and applications, including installation, basic usage, and warranty service.
  • Served as the primary technical liaison for Latin-American customers and re-sellers, leading weekly meetings to review, update, and prioritize support to engineering cases for all Latino-American clients.
  • Handled escalations and provided backline support for unresolved problems. Provides 24/7 on-call support for emergencies.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.

Customer Care and A/R Team Lead

ClaimCare, Plc.
06.2012 - 03.2014
  • Organize and structure work assignments for billing staff to ensure all billing is handled appropriately.
  • Generate and analyze reports to identify problems and trends in revenue management and productivity.
  • Complete designated teams' insurance carriers' adjustments and write-offs.
  • Communicate with patients, payers, government agencies, and attorneys to resolve outstanding insurance claims issues.
  • Respond to internal/external customer inquiries regarding account status.
  • Ensure timely and accurate completion of tasks.
  • Provide direction and guidance in work assignments.
  • Act as a resource to subordinate personnel to resolve problems with accounts or software support.
  • Develop necessary corrective action to resolve deficiencies.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Trained new team members by relaying information on company procedures and safety requirements.

Business Office Manager

Gio Studio
03.2011 - 11.2011
  • Responsible for managing a busy clientele and diary agenda to maximize revenue potential at every opportunity.
  • First line of contact with vendors and suppliers throughout the supply chain.
  • Managing the return process between customers and vendors and overseeing the flow of these processes through the organization.
  • Setting up online tools that best suit our needs and collaborating with the Marketing team.
  • Driving turnover and profits.
  • Organizing, promoting, and marketing campaigns.
  • Ensuring high standards of hygiene and cleanliness.
  • Analyzing weekly and monthly sales figures and expenses.
  • Implementing various types of social media and email customer care tools.
  • Implementing Iris software for accounting purposes and as a customer tracking tool.
  • Achieving 100% customer satisfaction levels.
  • Managed financial operations for the business, ensuring accurate budgeting and timely invoice processing.
  • Updated reports, managed accounts, and generated reports for company database.

Education

Associate - Health Care Administration/Management

Queens College
01.2003

Bachelor of Laws (LLB) - Law

UTESA
11.1997

High School Diploma - Mathematics and Sciences

CEA Dom.Rep.
12.1993

Skills

  • Experienced with Pivotal Tracker
  • Salesforce platform expertise
  • Proficient in CRM tools
  • Confluence expertise
  • Virtual desktop services management
  • JIRA project management
  • Data interchange format
  • Experience with SendGrid integration
  • Zendesk support expertise
  • Customer Relationship Management
  • Customer-focused technical assistance
  • Document management
  • Meticulous attention to detail
  • Social media marketing proficiency
  • Search engine optimization
  • Data-driven decision making
  • Support resolution skills
  • Effective telephone and email communication
  • Technical application support
  • Effective issue resolution skills
  • Analytical problem-solving
  • Technical system troubleshooting
  • In-depth cause evaluation
  • Project execution
  • Online technical support
  • Problem-solving skills
  • Facilitate case resolution
  • Customer chat support
  • Digital marketing
  • Detail-oriented

Accomplishments

    Honors & awards

    Verizon Top Performance

    Issued by Verizonconnect · Nov 2018 (Awarded for Overall Excellence)

    Verizon Performance Excellence Award

    Issued by Verizon · Nov 2018

    (Awarded for continuously demonstrating excellent customer support , 11/5/18)

    Verizon Spotlight Award

    Issued by Verizon · April 2018

    (Awarded for demonstrating Verizon's Core Values & going far above & beyond, Q418)

    Dusty Award

    Issued by Verizon · Feb 2018

    (Awarded for consistent customer support excellence on for Q217, Q218)

Certification

  • Troubleshooting Technical Issues
  • Master Route Certification
  • Route Certification
  • Navigation Certification
  • Hardware Certification
  • Google Ads Display Certification
  • Google Analytics Individual Qualification
  • WorkPlan Certification
  • Progression Certification
  • Medical Coder & Medical Biller Certification

Languages

English - Spanish

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full TimePart Time

Work Location

Remote

Interests

Literature, Arts, Dancing, Music, Fitness, Volunteering,

Timeline

Data and Support Analyst

FriendFinder
02.2022 - 11.2022

Implementation & Digital Marketing Specialist

The Barton House
02.2020 - Current

Technical Support Specialist

KeetHealth
04.2019 - 12.2020

Premier Technical Support Engineer

Verizon
03.2015 - 04.2019

Customer Care and A/R Team Lead

ClaimCare, Plc.
06.2012 - 03.2014

Business Office Manager

Gio Studio
03.2011 - 11.2011

Bachelor of Laws (LLB) - Law

UTESA

High School Diploma - Mathematics and Sciences

CEA Dom.Rep.

Associate - Health Care Administration/Management

Queens College

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