Marnesia Jones
Fayetteville,NC
Summary
Seasoned professional with 12 years of customer service excellence, adept in enhancing
member experience and loyalty. Skilled in cross-functional collaboration, performance
optimization, and development of service strategies. Seeking Manager Member Loyalty role
to leverage advocacy and service quality expertise.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Enrollment Representative
Ehealth
09.2022 - Current
- Monitored application deadlines in order to ensure that all forms were submitted on time.
- Facilitated effective communication between clients and Carriers/subsidiaries, ensuring timely resolution of issues.
- Updated PII information using the NICE and Bose system.
Customer Support Analyst
Interapt
10.2020 - 02.2021
- Troubleshooted technical issues efficiently and effectively.
- Implemented and optimized various technologies.
- Monitored incoming emails and phone calls from customers seeking help or information about products and services offered by the company.
- Documented customer interactions in the company's CRM system.
Service Excellence
Intelenet Global Services/Teleperfomance
02.2018 - 10.2020
- Exemplifying exceptional customer service skills.
- Spearheaded initiatives to enhance overall effectiveness as a supervisor.
- Demonstrated exceptional skills in managing and addressing escalated calls
- Handled travel accommodations and achieved first call resolution.
- Championed customer service excellence, driving initiatives to enhance client satisfaction and retention.
- Trained other employees in hospitality policies, procedures, and standards of service excellence.
- Provided ongoing coaching to employees in order to improve their skillsets related to customer service excellence.
Guest Assistance Specialist
Hilton Worldwide
Fayetteville NC
06.2016 - 12.2016
- Kept track of customer grievances
- Successfully handled and resolved property concerns
- Acts as a liaison between guests and the property.
- Provided excellence in customer service while in a supervisory role.
- Resolved customer complaints by investigating problems, developing solutions, preparing reports and making recommendations to management.
Front Desk Manager
Rodeway Inn
Fayetteville , NC
02.2014 - 02.2015
- Familiar with Choice Advantage Software, Make and confirm reservations, Register and assign rooms for all guest, Code and issue room keys, Keep and maintain records of room availability and guest accounts, Establish guest payment methods and process payments, Answer incoming calls on multiline telephone, Politely acknowledge all guest that walked by the front desk and respond quickly to any inquiries they may have, Post charges for pet fees, incidentals, and damages, Communicate guest room problems to the proper department
PSE Clerk
United States Postal Service
Fayetteville NC
08.2013 - 01.2014
- Work with over 75 postal professionals covering mail for the city of Fayetteville, NC and worldwide, responsible for more than 1,000 pieces of mail, Responsible for an entire section, Quickly and effectively labeled and positioned mail, Maintain quality control, constantly seeking new ways to improve customer service
Sales Support Representative
Ehealth
05.2021
- Offered assistance to clients seeking information on Medicare and recently introduced healthcare coverage options
- First Call Resolution
- Ensured compliance with applicable laws and regulations related to selling activities.
- Maintained guidelines with CMS.
- Analyzed customer feedback to improve product offerings and services provided.
Education
Master of Arts (M.A) - Business Administration/Management
Southern New Hampshire University
United States of America01.2017
Bachelor of Arts (B.A) -
The University of North Carlonia at Greensboro
United States of America01.2013
Skills
- Goal-Oriented
- Follow-up skills
- Workflow Optimization
- Billing support
- Understanding of customer support
- Sales experience
- Team Management
- Coaching
- Data Analysis
- Collaboration
- Training Development
Certification
- Licensed to sell Medicare products and services, demonstrating adherence to rigorous regulatory standards established by the Centers for Medicare & Medicaid Services (CMS).
- Authorized to offer Medicare Advantage plans, Medicare Supplement Insurance (Medigap), and Medicare Prescription Drug Plans (Part D) to eligible beneficiaries.
Timeline
Enrollment Representative
Ehealth
09.2022 - Current
Sales Support Representative
Ehealth
05.2021
Customer Support Analyst
Interapt
10.2020 - 02.2021
Service Excellence
Intelenet Global Services/Teleperfomance
02.2018 - 10.2020
Guest Assistance Specialist
Hilton Worldwide
06.2016 - 12.2016
Front Desk Manager
Rodeway Inn
02.2014 - 02.2015
PSE Clerk
United States Postal Service
08.2013 - 01.2014
Master of Arts (M.A) - Business Administration/Management
Southern New Hampshire University
Bachelor of Arts (B.A) -
The University of North Carlonia at Greensboro