SABRINA A. MARSHALL-SMITH
Murrells Inlet,SC
Summary
Personable and dedicated Account Manager with extensive experience in delivering world class customer service. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
Work History
Customer Support Specialist
Kyruus Health
Murrells Inlet, SC
10.2023 - Current
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Applied consultative approach to collect information on customer service, account and technical concerns.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Investigated customer complaints regarding product quality or service rendered.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Researched customer inquiries using available resources such as FAQs and online forums.
- Created detailed reports on customer feedback for management review.
- Recorded all customer interactions into the database system accurately and completely.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Performed regular follow-up calls to check on customer satisfaction levels.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
- Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
Revenue Management Training Team Lead
Geisinger Health System
Danville, PA
07.2016 - 09.2017
- Oversaw team of trainers in successfully implementing Epic and integrating Geisinger's process and policy procedures into newly acquired hospital system.
- Coordinated trainers to support Education, Quality, and System Support Department's goals and objectives in delivering education, development, and quality assurance for Revenue Management employees and business units.
- Developed comprehensive strategies for assessing, planning, organizing, and facilitating diverse employee development and training programs.
- Took charge of developing and maintaining monthly training programs in collaboration with Revenue Management Operations and SME's. Successfully prepared content, conducted train the trainer sessions, and delivered engaging training.
- Collaborated on the development of quality initiatives to ensure continuous monitoring and improvements within the Revenue management processes at Geisinger.
- Generated dashboard reports for measuring quality performance department/organizational goals, objectives, and training program effectiveness.
- Managed the development, maintenance, and distribution of course content, training materials, and documentation for enterprise-wide system implementations and business acquisitions.
- Provided effective, positive, and constructive education to employees at all levels through verbal or written means.
- Developed processes for creation and upkeep of standard operation procedures and documents, such as patient forms and educational materials.
- Focused on improving effectiveness of organization and employee performance.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Developed strategies to increase team productivity and improve customer service levels.
Brand Business Sales Consultant
Essilor of America
Danville, PA
08.2005 - 04.2016
- Recognized as a top performer, receiving the President's Club accolade two years in a row (2012-2013)
- Conducted educational training sessions for Eye Care Professionals on the features and benefits of premium lens products (Varilux, Crizal, Transitions, Xperio UV).
- Managed entire project lifecycle, overseeing all stages from conception to final delivery
- Effectively managed the organization and hosting of speaking engagements and educational seminars in line with CME/Event planning duties.
- Managed event planning for various occasions within the optical industry including trade shows, trunk shows, CE meetings, health fairs, grand openings,and open houses
- Implemented targeted training programs for both staff and doctors to enhance their skills in patient care, consultative selling, performance tracking, and coaching.
- Redesigned practice to prioritize population health management.
- Executed marketing programs/customer engagement initiatives across multiple business channels
- Provided training to employees across various service lines: New Brand Sales Consultants, customer service reps, and laboratory reps
- Built and nurtured strategic alliances with laboratory partners and industry constituents to ensure mutual goal alignment
- Contribute to research activities and focus groups aimed at comprehending business needs and devising tailored strategies.
- Achieved success in effectively organizing and managing a wide-ranging territory encompassing 400+ accounts
- Utilized Salesforce.com for monitoring data, customer performance and developing competitive analysis plans
- Advised clients on the best pricing structures for their products and services.
Pharmaceutical Sales Specialist
Professional Detailing Incorporated
Williamsport, PA
01.2004 - 06.2005
- Instructed primary care physicians in the best practices for utilizing Diabetes/Antibiotic/Cardiovascular medication.
- Demonstrated expertise in event planning by successfully coordinating meetings and seminars for various sizes of audiences.
- Successfully organized and managed a range of wellness events within the healthcare sector, such as health fairs and open houses
- Drove successful product launch initiatives by effectively managing cross-functional teams, optimizing resources, and achieving set objectives.
- Managed and executed multiple successful projects, demonstrating strong project management skills.
- Delivered results through independent application of territory and database management skills
- Developed and maintained relationships with key personnel in health care organizations.
- Gathered information on the competitive landscape of the pharmaceutical market.
Education
M.S. Health Promotion and Exercise Science -
California University of PA
01.2012
B.A. Communication Studies -
Bloomsburg University
01.2003
Skills
- Customer service excellence
- Technical Troubleshooting
- Salesforce
- Documentation Development
- Customer Needs Assessment
- Project Coordination
- Account Administration
- User Training
- Problem-solving abilities
- Collaborative Team Player
- Attention to Detail
- Relationship Building
Affiliations
- Gardening
- Reading
- Yoga
- Travel
Timeline
Customer Support Specialist
Kyruus Health
10.2023 - Current
Revenue Management Training Team Lead
Geisinger Health System
07.2016 - 09.2017
Brand Business Sales Consultant
Essilor of America
08.2005 - 04.2016
Pharmaceutical Sales Specialist
Professional Detailing Incorporated
01.2004 - 06.2005
M.S. Health Promotion and Exercise Science -
California University of PA
B.A. Communication Studies -
Bloomsburg University
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