Customer Support & Sales/Admissions Specialist

MARIE CARLEINE ROMAIN

Wilton Manors, FL ******.*******@*****.*** 954-***-****

Dedicated, resourceful, results-oriented Customer Support Professional with proven experience in negotiating and problem resolution in customer driven industries. Demonstrated ability to multi-task and prioritize workload on a daily basis. Flexible self-starter, successful at working as an individual as well as within a cross-functional team. Ability to effectively interpret and convey abstract ideas. Strengths include:

● Supply Chain Management

● Key Account Retention

● Negotiation Skills

● Creative Problem Solver

● Cost Reduction

● Superb Customer

Support

● Solution and Bottom-line Oriented

● National Account Management

● Team Building and Management

PROFESSIONAL EXPERIENCE

TOGETHER HEALTH, Fort Lauderdale, FL 2022-2023

Licensed (240) Medicare Sales Agent/Broker

Responsible for conducting lengthy telephone consultative sales to enroll clients into Medicare Advantage plans, Dental, Vision or Hearing for Major Insurance carriers. During the recent Annual Enrollment Period (10/15/22-12/7/2022), enrolled 72 new clients. Used Five 9, Salesforce, CRM database systems to contact prospects Licensed in 52 States

FLORIDA HOME IMPROVEMENT ASSOC. (FHIA, INC.), Hollywood, FL 2020-2022 Inside Sales Agent/Appointment Setter

● Set appointments with prospective customers for Impact Window, Roofing and Bath renovation sales

● Received large volume calls, inbound and outbound

● Used Five 9, Salesforce, CRM database systems to contact prospects KAPLAN UNIVERSITY, Fort Lauderdale, FL 2014 - 2019 Online Admissions Advisor

** Please see KAPLAN CONTINUING EDUCATION (KCE) below ANTHEM EDUCATION, Fort Lauderdale, FL 2013 - 2014

Admissions Advisor

● Conduct telephone calls and schedule appointments with interested prospective students

● Conduct telephone interviews with prospective students

● Guide new students through the enrollment and registration process, helping with paperwork and motivating them to stay on track to reach their educational goals

● Communicate accurate information about current program offerings, online and career options related to students’ field of study

● Generate prospective students by gaining referrals from our qualified student population. MARIE CARLEINE ROMAIN Page Two

**KAPLAN CONTINUING EDUCATION (KCE), Fort Lauderdale, FL 2010 – 2011 Washington Post Company - trailblazer in Higher Education, both online and on ground with over 100,000 students. Online Admissions Advisor

Responsible for generating prospective students for enrollment including all phases of the admissions process from marketing the program with students to qualifying them for enrollment. Resolve most enrollment questions and problems. Complete certification process and associated training to develop broad Admissions knowledge.

● Provide excellent customer service to students through the application and enrollment process.

● Screen potential student applicants by phone interviews.

● Assess prospective students to ensure potential, traits, characteristics and financial wherewithal is present to be enrolled through graduation.

● Conduct personal interviews to qualify candidates, provide the features and benefits of online certificate and degree programs.

● Handle appointments, interviews and applications in a professional and timely manner.

● Advise students in program selection and registration.

● Provide general customer service to students from enrollment through graduation.

● Adhere to laws and regulations governing student recruitment activities as well as the Kaplan Code of Business Conduct and Ethics.

● Complete other projects and duties as assigned.

MIKE'S MAGIC, INC., Pompano Beach, FL 2007 – 2010

Assistant Office Manager

Responsible for all general office operations for family-owned and operated cabinet manufacturers including sales, customer service and support, billing, accounts payable, purchasing of supplies, office and cabinetry, screening of calls, filing, light collections, and light payroll.

VISIONLAB COMMUNICATIONS, INC., Miami Beach, FL 2002 – 2005 Customer Relations and Sales Support Manager

Responsible for overseeing day-to-day internal operations of Customer Relations Department (Call Center), In charge of help desk and trouble ticket system, database maintenance, fax broadcast and VoIP and solution sales of data and voice network services, marketing, media kits, special projects for outside counsel - paralegal research, special projects for COO.

● Opened and assigned accounts and gave support to sales and support staff.

● Responsible for the Merchant system, specifically capturing funds (charge cards).

● Reviewed client terms and credit limits. Numbering Solutions Administrator for the IVR system.

● Liaison to various telephone carrier Fraud Departments. Consultant to the accounting department with respect to client disposition in order to accept or deny credit requests from subscribers.

● Maintained and updated confidential financial records.

● Saved millions of dollars in lawsuits filed by the FCC and individuals by researching company fax number systems and providing findings to outside counsel.

● Trained 6 customer service representatives and 2 accounting department staff members. MAXONS RESTORATIONS, INC., New York, NY 1996 – 2000 Senior Office Manager / Executive Assistant to CEO Supervised two office managers, two administrative assistants and one assistant bookkeeper. General office and administrative responsibilities including client customer service, answering and screening of incoming calls, copying, faxing filing, printing and preparing outgoing insurance reports. MARIE CARLEINE ROMAIN PAGE 3

● Received assignments, obtained job information, completed intake forms, entered and maintained job catalog and database.

● Notified via alpha page, project managers with job information, messages.

● Contacted subcontractors to determine manpower and equipment availability.

● Assisted project managers to notify, schedule and coordinate subcontractors, contact clients and schedule appointments.

● Prepared and faxed crew chief reports forms and rug order requests.

● Bank reconciliation for A/P and company invoicing on QuickBooks.

● Managed all company insurance including Medical, Workers Compensation, Disability and General Liability coverage.

● Maintained compliance / verified subcontractor’s insurance coverage to authorize payment.

● Provided all insurance audit schedules.

● Streamlined accounting by introducing QuickBooks and obtained significant insurance refunds, over $10K annually, on general liability and workers compensation coverage audits. Prior to 1996:

WALTER KAYE & ASSOCIATES, INC., New York, NY

Assistant Account Executive

I DAVID GORDON ASSOCIATES, INC., New York, NY

Assistant Account Executive

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