Marissa McKale
Sandy Springs
Summary
Positive attitude and energetic professional with strengths in excellent time management, keen organization, and prioritization in fast-paced environments. Skilled in developing and nurturing customer relationships, proven in resolving issues and improving processes for future prevention. Show empathy in understanding customer concerns, resulting in improved loyalty and retention. Aptitude for learning new software and processes, and able to work independently and in a team environment. Strong verbal and written communication skills, successfully anticipating and mitigating conflicts while maintaining a professional demeanor with internal staff and the general public.
Overview
13
13
years of professional experience
Work History
Quality Assurance Specialist
EHEALTH
02.2021 - 04.2024
- Responsible to ensure the quality standards of company are maintained and documented
- Actively monitor two sales teams totaling 40+ agents to ensure team is following appropriate guidelines and meeting federal compliance requirements, while proposing measures to correct or improve
- Grading sales agents based on performance, compliance, and ability to build relationships with new and returning customers
- Meeting with sales managers weekly to give feedback and suggestions on how to maximize team's potential to make and close sales, while staying within insurance and company compliance guidelines
- Flag and report advisors conduct when not providing customer service up to the standard of organization's mission
- Assist with internal audits in various departments
- Establish positive relationships with sales, operations, and other functions to ensure collaboration and effective and efficient operations
- Utilize various software programs, including Excel, Workday, NICE, and Teams
Customer Relations Manager
HORIZON INC.
05.2014 - 01.2018
- Built customer confidence by actively listening to needs and concerns and providing appropriate solutions
- Established new and maintained existing client relationships by cultivating open and positive dialogue, delivering high quality service and following up after problems were resolved
- Received, responded to and resolved customer issues or complaints quickly, resulting in increased client satisfaction
- Nurture client relationships to ensure satisfaction, retention, and effective account management
- Provide prompt and courteous service, handling client inquiries, updates on repairs, and order details
- Address issues such as repair delays, product damages, and stock availability
- Collaborate with internal teams, including customer service, house technicians, and production, to ensure smooth order process and client communication
- Maintain accurate records for all client interactions and orders using Microsoft Office (Outlook, Excel)
Marketing Advisor
REMINDER MEDIA
08.2011 - 04.2014
- Work closely with graphic design team to design drip campaign using American Lifestyle Magazine for business professionals nationwide
- Assist and advise clients in product design, including customization of magazine to fit personal preferences
- Up sold different marketing and advertising packages
- Built solid relationships with clients all over the U.S
- Worked closely with graphic design team to curate high quality designs to ensure customer satisfaction
- Maintained contact with clients regularly to ensure satisfaction with drip campaign, ensuring yearly renewal
Education
Real Estate License -
Georgia MLS Real Estate School
01.2018
Associate Degree - Business Administration
Wilmington University
01.2010
Skills
- Microsoft Office
- NICE software
- Customer retention
- Quality assurance
- Relationship building and management
- Detail-oriented
- Compliance
- Team leadership and collaboration
- Problem-solving skills
- Excellent verbal and written communication
- Ability to work under pressure
Timeline
Quality Assurance Specialist
EHEALTH
02.2021 - 04.2024
Customer Relations Manager
HORIZON INC.
05.2014 - 01.2018
Marketing Advisor
REMINDER MEDIA
08.2011 - 04.2014
Associate Degree - Business Administration
Wilmington University
Real Estate License -
Georgia MLS Real Estate School
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