Rebecca Suarez Marquez
Stevensville,MI
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
14
14
years of professional experience
Work History
Operations/Client Manager
Whirlpool Corporation
03.2013 - Current
- Managed customer relations by developing effective communications process.
- Supported and aligned efforts to meet business and customer needs.
- Identified and resolved problems through root cause analysis and research.
- Helped improve operations by showing clear connection between current policies and business results.
- Trained and regularly mentored employees on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Exceeded team goals and collaborated with cross functional stakeholders to implement customer service initiatives.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Communicated best practices among on-site and external partners to align efforts and goals.
- Service/Claims Administration
- Designing and Facilitating Training for new employees
- Effectively managing and engaging virtual/remote team
- Negotiation Skills with clients on reconciliation of invoices
- Responsible for delivering Performance Evaluations 2 times year to 30 plus employees
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Insurance Manager
Advasure Insurance Agency
01.2010 - 03.2013
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Identified improvement changes regarding key processes for internal controls and accounting procedures.
- Guided agents through property and casualty insurance licensing and renewal processes.
- Cultivated mutually beneficial client relationships through telephone calls and meetings.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Managed accounts to retain existing relationships and grow share of business.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Communicated progress of monthly and quarterly initiatives to internal and external sales teams.
- Implemented systems and procedures to increase sales.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Collect, post, and manager customer payment accounts
Education
Associate of Business Administration -
Lake Michigan College
Benton Harbor, MISkills
- Client Relationship Management
- Business Acumen
- Business Operations Knowledge
- Time Management
- Serving Customer Needs
- Critical Thinking
- Judgment and Decision-Making
- LEAN/Continuous Improvement Knowledge
- Knowledge of call center operations
- 8 years in Sales Strategies
- 10 years in Leadership
- Strong Interpersonal Skills
- Delivering and exceeding goal expectations
- Team Building/Engagement Expertise
- Accuracy and Attention to details
- Written and Oral Communications
- Call Center Operations
- Call Volume and Quality Metrics
- KPI Tracking
- Interpersonal Communication Skills
- Strategic Decision-Making
- Employee Coaching and Mentoring
- Motivational Leadership
- OPEX Black Belt Trained
Timeline
Operations/Client Manager
Whirlpool Corporation
03.2013 - Current
Insurance Manager
Advasure Insurance Agency
01.2010 - 03.2013
Associate of Business Administration -
Lake Michigan College
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