Nohemi Marquez
Santa Ana,CA
Summary
Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Manager and Life Insurance Specialist
Farmers Insurance Agency
03.2023 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
Account Specialist
CONIFER HEALTH SOLUTIONS
02.2016 - 02.2023
- Answered an average of 60+ calls per day by addressing customer inquiries, solving problems and escalated calls
- Provided an elevated customer experience to generate a loyal clientele
- Scored in the top 10% of employees in a successful resolution of issues
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Directed calls to appropriate individuals and departments and assist with new hire training
- Consistently met all my monthly goals consisting calls, money collected productivity and surveys
- Proposed additional service options to clients to capitalize on upsell opportunities
- (A part of VOE (Voice of the Employee)
- Attended Insurance, Customer Service Training courses
- Attended epic training and worked with applications such as Vi Web, outlook and ACE
Customer Service Representative
MICHAEL RESSE ENTERPRISES
04.2009 - 02.2016
- Pre-qualified all potential buyers and updated all demographics for frequent and new buyers
- Processed payments and refunds
- Handled customer complaints and concerns
- Contacted clients to collect payments, negotiated and closed deals
- Maintained and exceeded weekly collection goal and assisted with new hire training
- Communicated with vendors regarding back order availability, future inventory and special orders
- Boosted sales revenue by skillfully promoting Products
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Education
Associate of Arts - Liberal Arts
Santa Ana College
Santa Ana, CAHigh School Diploma -
01.2007
Skills
- Technically savvy in several skip tracing and Collection software
- Quick learner
- Self-Motivating
- Can work under pressure
- High call volume environment
- Documentation skill
- Customer relationship development
- Billing resolutions
- Quality standards
- Team leadership
- Decision-making
- Time management
- Customer service
- Verbal and written communication
Accomplishments
- Chosen to attend an annual conference meeting in Kansas City with the owner and manager of the company to represent the agency for which I had been supervising and consistently exceeding goals through my years of service to them.
- Customer Service – Awarded for consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers. Handled customer complaints, maintaining a positive attitude.
Certification
LIFE HEALTH AND ACCIDENT LICENSE
Languages
Spanish
Full Professional
Timeline
Manager and Life Insurance Specialist
Farmers Insurance Agency
03.2023 - Current
Account Specialist
CONIFER HEALTH SOLUTIONS
02.2016 - 02.2023
Customer Service Representative
MICHAEL RESSE ENTERPRISES
04.2009 - 02.2016
Associate of Arts - Liberal Arts
Santa Ana College
High School Diploma -
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