Marnesha McGory
Houston
Summary
Business professional with exceptional customer service and and corporate workplace experience. Skilled in building relationships with diverse clients and assisting companies to achieve common goals. Areas of expertise include leadership, customer service, team management, and sales.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Licensed Customer Service Representative
Keystone Advisors
07.2023 - Current
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Developed and maintained client databases to track customer service interactions and evaluate service quality.
- Developed tailored health insurance plans to meet individualized client needs.
- Developed and implemented marketing strategies to drive health insurance sales.
- Calculated premiums and established payment methods for sales.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Complex Claims Property Agent
State Farm
06.2022 - 07.2023
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Resolved caller issues quickly and thoroughly.
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Established strong customer relationships, building recommendations and loyalty.
- Reviewed and executed confidential documents, contracts and disclosures.
- Established positive flow of communication with agents, clients, attorneys and personnel involved in closing transactions.
- Negotiated payments for services with other companies to maximize customer savings.
- Investigated, evaluated and adjusted multi-line claims in accordance with standards and laws.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
General Agent Supervisor
American Income Life
03.2020 - 05.2022
- Encouraged team members to pursue a high-quality of self development to drive improvement in results in industry
- Met with clients to develop solutions and needs through gap areas
- Evaluated and recognized team members for outstanding service, presentations, and performance
- Ensured company goals, policies, and individual compliances are met daily
- Processed electronic applications for clients enrollment into policy and insurance contracts
- Provided supervision to newcomers and trainees in scheduling, creating training, and work assignments, and encouraging professional and self development
- Oversaw team members to proficiently perform work duties and objectives for their success within the company
- Developed and maintained positive relationships with team members to achieve our common goals
- Completed reports for personal and team production for data analysis to produce goal-oriented results
- Managed and monitored work performance by directing team, training, scheduling, results, and performance
- Coordinated calendar and independently scheduled appointments for clients and weekly team meetings.
Health Benefits Specialist
Results CX
09.2021 - 04.2022
- Coordinated with physicians, patients, and health programs on concerns related to processing enrollment plans
- Communicated with callers in a professional, friendly, and efficient manner
- Completed applications and contract forms for all applicants ensuring all information is accurate and properly recorded
- Communicated with patients, clients, and physicians with consistent customer service focus
- Recommended budget allocation for proposed contract agreements and arrangements for clients
- Assisted clients over the phone and resolve issues and concerns.
Retail Sales Associate
Dillard's
06.2018 - 02.2020
- Managed floor relocations, enhancing the visual presentation of merchandise, arranging and maintaining product displays, and ensuring up-to-date pricing and signage
- Developed knowledge of the store's merchandise and promotions to assist customers effectively and provide accurate information
- Ensure a positive shopping experience by addressing customer concerns and resolving issues promptly
- Supported sales by assisting customers in finding products, offer product recommendations, and provide information about promotions or special offers
- Assisted with markdown execution to drive merchandise sell off of clearance items
- Worked with other team members to achieve department goals and maintain a positive work environment.
- Utilized upselling techniques to promote additional products and increase sales.
- Developed professional relationships with customers to increase loyalty, retention and rapport.
Administration Assistant
McGory's Flowers
04.2016 - 02.2020
- Coordinated and implemented day-to-day administrative procedures and processes consistent with company policies and systems
- Assisted owners in planning, developing, implementing, and managing workplace
- Tracked inventory and recommended purchases of appropriate office supplies and equipment
- Produced high quality arrangements to meet customersʼ expectations during special events and livelihood
- Maintained awareness of organizational importance and provided advanced administrative support to company
- Oversee activities related to preparation and construction of arrangements and merchandise
- Managed the day to day operations
- Performed product and time managment to meet deadlines and customer satisfaction.
Education
Bachelors of Science - Business Administration
Rust College
2016
Skills
- Quality Assurance Evaluation
- Retail Sales Customer Service
- Sales Expertise
- Customer Relations
- Administrative Support
- Clerical Support
- Critical Thinking
- Claims Inspections
- Team Management
- Microsoft Office
- Client Relationship Management
- Team Leadership
- Salesforce Software
- Operational Strategies
- POS Software
Certification
- TX- Life & Health Insurance License - October 2023-
Timeline
Licensed Customer Service Representative
Keystone Advisors
07.2023 - Current
Complex Claims Property Agent
State Farm
06.2022 - 07.2023
Health Benefits Specialist
Results CX
09.2021 - 04.2022
General Agent Supervisor
American Income Life
03.2020 - 05.2022
Retail Sales Associate
Dillard's
06.2018 - 02.2020
Administration Assistant
McGory's Flowers
04.2016 - 02.2020
Bachelors of Science - Business Administration
Rust College
- TX- Life & Health Insurance License - October 2023-
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