Customer Service Marketing Manager

MARLENA GUSMANO

Email ****************@*****.***

Objective - To secure a position in a well-established organization that will lead to a lasting relationship in the workplace and allow me to utilize all my talents.

Experience-

Platinum Choice Healthcare, LLC/Platinum Care Select LLC Boca Raton, FL/Fort Lauderdale FL

Customer Service Manager to Sales & Marketing Manager

Customer Service Manager duties:

Built Customer Service Department from the bottom up as first customer service rep. Interviewed, hired and trained new employees and dedicated my department to possess and serve excellent customer service skills to keep clients on the books.

Managed a team of customer service reps for Health Insurance Brokerage and supervised smooth workflow of agents and company.

Exhibited excellent Customer Service, retention and professional work ethics as a leader for my department.

Renewed health plans, write new business, upsell and cross-sell products for clients after executing any objections successfully.

Trained new and current agents with any new information to motivate, educate or simply refresh agents with information I researched as the industry is always changing.

Established and maintained excellent relationships with clients, vendors, insurance carriers or any other networking affiliates in any way to contribute production for the company.

Sales and Marketing Manager Duties:

Contacted leads that showed interest in getting health insurance.

Qualify prospects in the beginning of the call to make sure lead was not being wasted.

Explained all their options and used my sales talent to close the deals.

Upsold and cross sold any other products with the product knowledge that I obtained.

Exceeded my sales quota, therefore, I was promoted to sales manager.

Trained agents and TO’d agents calls if needed to help them close the deal.

Managed the sales floor to make sure numbers were being met based on negotiated rate with Insurance Carrier.

Negotiated compensation percentages with insurance carriers.

Attended networking events and seminars to meet others in the same industry to build a good reputation for myself and the company.

Marketed company through social media i.e.: Facebook, LinkedIn, Instagram and Twitter.

Designed and maintained website advertising and traffic to bring organic leads in for the agents.

Worked with lead vendors and managed CPA on leads conversions.

Kept track of all agent’s sales and conversion rates for the company and submitted monthly deals to carriers for company to get paid earned commissions.

Lead my team by power of example by having excellent work ethics, phone ethics and professional behavior.

Curadebt LLC Remote/WFH

Senior Debt Specialist/ Tax Pro/Sales

• Contacted and qualified potential clients for debt settlement or tax debt program.

• Gathered needed information to enroll client into program and then notated the conversation in the CRM.

• Overcame objections with rebuttals by being on point with sales skills.

• Follow up with client after enrollment to welcome and provide next steps for finalizing paperwork.

• Closed and exceeded number of deals to meet quota and bonuses.

• Exemplified a counseling approach with empathy by offering a genuine solution.

• Worked in tax debt program to help people get out of IRS debt.

Fast Track Debt Relief Tamarac, FL

Senior Debt Counselor/Sales

• Contacted and qualified potential clients for debt settlement program.

• Gathered needed information to enroll client into program.

• Overcame objections by being on point with sales skills.

• Follow up with client after enrollment to welcome and provide next steps for finalizing paperwork.

• Closed and exceeded number of deals to meet quota.

Equity Technology Group, Inc. Deerfield Beach, FL

Account Executive/Electronic Filing Coordinator

• Converted financial documents from text ASCII to HTML for public companies that need to comply with the Securities Exchange Commission (SEC) regulations.

• Worked as a project coordinator to ensure coding projects are finished properly and on time.

• Established and maintained good working relationships with attorneys, auditors, accountants as well as clients, investors and partners during IPO process.

•Taking private companies public through registration or merger, performing reporting (EDGAR), compliance, I.R. Functions as well as helping companies raise money.

Education

Indian River State College

Broward College, A.A. Degree in Business Administration.

AML Certification (Anti-money Laundering)

2-40 Health Insurance

Skills

-Familiar with many different CSR systems from starting up and importing leads, task managers, client database to training team how to use CSR and dialer. Some systems familiar with include: Bitrix, Salesforce, Radius Bob, Chase Dialer, Mailchimp, Google Analytics for marketing and more. Have worked on many different dialers on the front end as an agent and the back end as a manager to monitor agents and productions.

-Proficient in Microsoft Office. Word, Excel, Outlook, PowerPoint etc.

-Ability to multitask many different tasks and able to toggle in between applications proficiently.

-Responsible, honest, and dependable. Take pride in my integrity. Self-Confident, leadership values, excellent presentation skills, both oral and written, and a desire to learn product knowledge.

-Work well with a team but always a self-starter. Can type 55+ wpm. Thorough at completing projects in a timely manner.

-Able to manage a team of 20 agents and train agents.

-Problem solver and critical thinking skills. No matter what, I always have a positive attitude, which is contagious to other people around me.

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