Shirlyn Marcum

• Claims Handling:

Handle a variety of claims across multiple lines of business, including document calls, resolving issues, and directing calls to appropriate escalation paths.

• Communication:

Educate and inform customers about claim processes, timelines, and documentation requirements, using multiple communication channels.

Problem Solving:

Resolve issues with one call/one person responses, investigate customer feedback, and track trends.

• Documentation:

Maintain detailed notes on all calls, and track and code documentation according to standard process.

• Teamwork:

Work collaboratively within a team environment, and participate in cross-functional teams as required.

• Administrative tasks:

Perform administrative tasks as needed, including assisting with developing corrective and preventative actions.

• Helped sales and marketing meet business objectives through customer advocacy programs and initiatives.
• Created proposals for service and product strategies based on marketing data.
• Identified potential markets and market segments with desired customers and gaps for optimum product demand.
• Presented findings to management, executive leadership, and fielded questions to help refine strategies.
• Updated web pages and social media profiles to reflect proactive strategies, and engage customers.
• Managed and executed the social media strategy, coordinating posting and engagement efforts.

• Set up and cleaned up food preparation and service stations before and after catered events.
• Assisted caterers with food distribution by organizing food products and plating items.
• Maintained cleanliness and organization of kitchen stations and storage areas.
• Supported chefs in managing food preparation to achieve precise plating and presentation.
• Listened to negative and positive feedback from guests to improve customer service quality.
• Interacted with guests to obtain feedback on product quality and service levels.
• Served guest tables by transporting meals and beverages from kitchen and bar areas.
• Checked supply levels and replenished items as needed for dining and catering functions.
• Observed food safety and sanitation protocols to reduce germ spread.
• Removed trash and cleaned kitchen garbage containers.

• Supported bathing, dressing and personal care needs.
• Maintained clean and well-organized environment for client happiness and safety.
• Improved patient outlook and daily living through compassionate care.
• Laundered clothing and bedding to prevent infection.
• Assisted with meal planning to meet nutritional plans.
• Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
• Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
• Followed care plan and directions to administer medications.
• Drove clients to shop for groceries, attend doctor appointments and run errands.
• Encouraged residents to participate in activities of daily living to enhance personal dignity.

• Worked with management team to oversee and monitor marketing strategy.
• Prepared and sent proposals to prospective clients.
• Managed creation of marketing materials, collateral and sales support tools.
• Represented company at local and trade association meetings to promote products.
• Tracked, analyzed and reported on marketing program results.
• Formulated and launched marketing and promotional campaigns to maximize profits.
• Prepared monthly sales reports to document sales volumes, potential sales and areas of proposed client base expansion.
• Worked closely with customers to determine appropriate marketing offerings and strategies for business needs.
• Collaborated with other departments to coordinate strategic marketing activities.
• Coordinated marketing events for showcasing product and service offerings.
• Interviewed and hired talented individuals to add value to marketing team.
• Expanded personnel skill sets by mentoring marketing team both individually and in groups.
• Evaluated marketing personnel and offered constructive feedback on ways to improve.
• Recommended policy changes to improve marketing tactics and strategies.