Marlene Rice
Airville,PA
Summary
Support Specialist and licensed Insurance agent with over 10 years experience in customer service, benefits enrollment, financial assessments, and resolving eligibility issues. Skilled in multi-channel support, income verification, and correspondence. Proven track record in enhancing client satisfaction.
Overview
9
9
years of professional experience
Work History
Benefits Enrollment Counselor
EOI
Airville, PA
09.2024 - Current
- Ensures the accuracy and understanding of all benefits available on all enrollments assigned
- Build rapport with Employee customers to gain accurate needs assessment and guidance
- Assists with new-hire benefits enrollment
- Performs accuracy and quality checks on submitted enrollment platforms
- Master enrollment platforms and systems
- Assist in distribution of all benefits enrollment materials, required forms, and determining eligibility
- Enrolls employees with carriers and process life status changes as they may apply
- Responds to enrollment inquiries from Customer Employees on plan provisions, benefits enrollments, and other general inquiries
- Coordinates with team members to maintain strict customer appointment windows with scheduling tool
- Adheres to case guidelines set forth by Account Executive and Client expectations
- Participates in continuous training and education.
Owner/Travel Agent
Marlene's Exciting Travels
Remote
01.2021 - Current
- Oversee the creation of personalized travel itineraries aligning with individual client needs and preferences
- Offer informed travel advice covering safety measures and necessary documentation to improve client preparedness and trip experience
- Conduct thorough research on destinations to provide knowledgeable recommendations, aiming to maximize client satisfaction.
Support Specialist I
ABC Legal
Remote
04.2022 - 01.2024
- Facilitated multi-channel customer support, ensuring precise and timely data entry across communication platforms
- Conducted training and guidance for new staff, contributing to improved team efficiency and skill level
- Created a knowledge management system that optimized problem-solving processes, resulting in decreased unresolved inquiries and elevated customer contentment.
Customer Service Ambassador
Activus Connect
Remote
10.2021 - 04.2022
- Resolved customer inquiries, enhancing satisfaction by ensuring efficient and effective solutions
- Surpassed performance benchmarks by delivering consistently high-quality service and upholding team protocols
- Furnished customers with comprehensive product knowledge and tailored advice, promoting informed choices and establishing robust customer rapport.
Social Media Moderator Agent
Live World
Remote
01.2021 - 01.2022
- Monitored social media channels, effectively identifying and removing content that violated community standards, fostering a positive user experience
- Addressed customer inquiries and concerns through social media, enhancing brand reputation with prompt and effective communication
- Developed high-quality content for various platforms, leading to a measurable increase in audience engagement.
Administrator
Classical Numismatic Group LLC
Lancaster, PA
05.2015 - 05.2019
- Streamlined administrative processes, resulting in enhanced employee productivity by optimizing time management practices
- Developed a centralized repository for internal information, facilitating improved communication and resource accessibility
- Ensured financial accuracy by thoroughly documenting expenses and overseeing account statements, minimizing fiscal discrepancies.
Licensed Insurance Agent
MM Professional Services
Airville, PA
07.2024
- Successfully managed a diverse portfolio of client insurance policies at MM Professional Services, providing expert guidance on coverage options, handling claims efficiently, and maintaining high levels of client satisfaction through personalized service and industry knowledge.
Education
Business Administration - Business Administration
Baltimore City Community College
Administrative Specialist Certification - Administrative Specialist Certification
US Army USAOMMCS TRADOC
Skills
- Algorithms
- Lead Generation
- Research Planning
- Attention to Detail
- Remote Work
- Teamwork
- Agility
- Analytical Skills
- Collaboration
- Multitasking
- Prioritization
- Finance
- Database Management
- Expense Management
- Automation
- Metrics Tracking
- Proactive Problem Solving
- Accounts Payable
- Client Relationship Strengthening
- New Hire Training
- Content Creation
- Performance Metrics
- Bid Management
- Data Entry
- Time Management
- Streamlining Operations
- Search Engine Optimization
- Microsoft Excel
- Credentialing
- Data Management
- Microsoft Word
- Invoicing
- Search Analytic
- HubSpot
- Process Management
- Technology
- Trello
- Revenue Management
- CRM Software Knowledge
- Google Suite/Docs
- Machine Learning
- Zendesk
- Communication
- Customer Service
- Problem Solving
- Organization
- Computer Skills
Timeline
Benefits Enrollment Counselor
EOI
09.2024 - Current
Licensed Insurance Agent
MM Professional Services
07.2024
Support Specialist I
ABC Legal
04.2022 - 01.2024
Customer Service Ambassador
Activus Connect
10.2021 - 04.2022
Owner/Travel Agent
Marlene's Exciting Travels
01.2021 - Current
Social Media Moderator Agent
Live World
01.2021 - 01.2022
Administrator
Classical Numismatic Group LLC
05.2015 - 05.2019
Business Administration - Business Administration
Baltimore City Community College
Administrative Specialist Certification - Administrative Specialist Certification
US Army USAOMMCS TRADOC
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