MARQUES J. BROWN
Phoenix,AZ
Overview
8
8
years of professional experience
1
1
Certification
Work History
Sr. Director of Membership Experience
Next Generation Insurance Company
10.2022 - Current
- Spearheaded customer service initiatives, increasing customer satisfaction scores by 20%
- Managed a 15-person team and a 30-member intern program, ensuring operational excellence during peak seasons
- Developed and executed a data-driven sales strategy that boosted multi-product adoption by 25%
- Implemented a voice-of-the-customer program, enhancing feedback utilization across all channels
- Established a comprehensive training program, reducing onboarding time by 30% and increasing employee proficiency scores.
Sr. Manager - Service Operations
Aetna/CVS
05.2021 - 10.2022
- Led a team of 65 customer service agents, achieving a 15% increase in first-call resolution rates
- Optimized operational processes, resulting in a 10% reduction in service handling times
- Developed performance metrics and KPIs, improving service delivery consistency and quality
- Fostered collaboration across departments, enhancing service efficiency and customer satisfaction by 12%
- Provided continuous training and development, reducing staff turnover by 18%.
Sr. Claims Supervisor
Safelite Solutions
01.2019 - 05.2021
- Supervised claims processing for 25-35 direct reports, achieving a 20% improvement in claims handling efficiency
- Piloted and integrated new software for remote work, increasing productivity by 15%
- Implemented performance goals and sales initiatives, boosting team performance metrics
- Conducted thorough performance evaluations, fostering career growth and development.
Training Delivery Operations Supervisor
State Farm
05.2016 - 01.2019
- Led training for 15-30 associates, improving training completion rates by 25%
- Conducted daily huddles and weekly 1:1s, resulting in a 20% improvement in team performance metrics
- Utilized advanced audio-visual technology to enhance training delivery and effectiveness.
Education
Bachelor of Arts in Communication Studies -
Eastern Illinois University
Charleston, IL05.2016
Associate of Arts: Mass Communications -
Illinois Central College
East Peoria, IL05.2014
Skills
- Microsoft Office Professional Plus
- Adobe Illustrator & InDesign
- Oracle PeopleSoft
- ADP Advantage
- Verint Impact 360
- Skype
- Microsoft Teams
- Zoom
- NextGen
- Xactimate
- WebEx
- Quickbase
- Avaya One-X Agent
- Zendesk
- Metabase
- Notion
- Cortana
- Team Management
- Culture Transformation
- Collaborative Leadership
- Budget Management
- Strategic Planning
- Administrative Oversight
- Key Performance Indicators
Certification
- National Producer Number: #19598599
- FL Non-Resident All Lines Adjuster: #W666231
- Enterprise Trainer Certification: 05/2018
- Adult Mental Health First Aid Certification: 03/2022
- Youth Mental Health First Aid Certification: 04/2022
Professional Awards & Achievements
- Rise Professionals 2023 Top 50 Internship Program Leader
- Rise Professionals 2024 35 Under 35 Recipient
Project Team Management
Skilled in project planning, execution, and performance monitoring to drive operational excellence.
Data Analysis
Proficient in leveraging data analytics for performance optimization and strategic decision-making.
Timeline
Sr. Director of Membership Experience
Next Generation Insurance Company
10.2022 - Current
Sr. Manager - Service Operations
Aetna/CVS
05.2021 - 10.2022
Sr. Claims Supervisor
Safelite Solutions
01.2019 - 05.2021
Training Delivery Operations Supervisor
State Farm
05.2016 - 01.2019
Bachelor of Arts in Communication Studies -
Eastern Illinois University
Associate of Arts: Mass Communications -
Illinois Central College