Marquis Brooks
Peachtree Corners
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
Work History
General Manager
Sonic Drive-In
03.2022 - Current
- Introduced new methods, practices, and systems to reduce turnaround time.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Maintain Daily Operations of Resturant
Cusomer service representative II
CENTENE CORPORATION
01.2022 - 03.2022
- Resolve customer inquiries via telephone and written correspondence in a timely and appropriate manner
- Reference current materials to answer escalated and complex inquiries from members and providers regarding claims, eligibility, covered benefits and authorization status matter
- Aid members and/or providers regarding website registration and navigation
- Educate members and/or providers on health plan initiatives Provide first call resolution working with appropriate internal/external resources and ensure closure of all inquiries
- Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application
- Process written customer correspondence to the appropriate level of follow-up in a timely manner
- Research and identify processing inaccuracies in claim payments and route to the appropriate team for claim adjustment
- Identify trends related to member and/or provider inquiries that may lead to policy or process improvements that support excellent customer service and impact quality and performance standards
- Work with other departments on cross functional tasks and projects
- Maintain performance and quality standards based on established call center metrics including turn-around times.
Inbound contact represenative ii
humana corporation
04.2020 - 12.2021
- Addresses customer needs which may include complex benefit questions, resolving issues, and educating members
- Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it
- Escalates unresolved and pending customer grievances, complaints, appeals, and disputes from providers
- Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion
- Assisted with enrollment, eligibility, and pre authorizations for Medicaid policyholders, and providers.
Account Research Specialist II
TOTAL SYSTEMS
04.2018 - 11.2021
- Researches and responds to customer requests via mail, email, fax and other means pertaining to cardholder/corporate accounts and ensures compliance with client, regulatory, and Association rules and regulations
- Utilizes extensive knowledge of banking products and services to research, update and document cardholder accounts
- Recognizes potential fraud, credit, collection and chargeback issues and forwards them to the appropriate department
- Performs routine updates and documentation (e.g
- Name/address changes, returned mail, etc.) of cardholder/corporate accounts
- Begins to utilize knowledge of client products and services to research, update, and document moderately complex (i.e., low financial/compliance risk related) cardholder requests as directed; researches credit balance refunds, payments, fees, cash advance options, etc
- Follows client policies and procedures to validate report disputes and remove/update inaccurate information from appropriate credit bureau systems
- Determines/recognizes basis of cardholder requests that involve potential fraud, credit, Collection or chargeback issues and forwards to the appropriate department for resolution
- Picks up, reviews, sorts, digitally scans, and distributes mail for appropriate action.
Manager l
ROAD AMERICA
01.2013 - 04.2017
- Handles the daily operations of individual teams in a productive manner to maintain contracted client performance standards
- Monitors the time and attendance and adherence of policy for team members to include any necessary training
- Coaches, develops and counsels existing team member to higher performance
- Hires new team members
- Conducts training for customer service processes for team members, clients, and merchants (as applicable)
- Reinforces training (post classroom or on the job) through day-to-day interactions
- Meets with Clients and Leadership team to participate in call quality calibration and operations meetings to understand Client needs and deliver to expectation
- Collaborates with the Account management and/or other teams to ensure contractual requirements are met
- Educates team members on quality assurance and productivity
- Monitors work queues, assigns daily work, and verifies completion to achieve service level standards
- Adjusts daily staffing work plans to meet business needs as changes occur
- Creates and adjusts staff schedules to effectively manage volumes
- Recommends changes in work processes to increase productivity and efficiency
- Audits agent system activity to ensure policy compliance
- Manages escalated Customer issues that are not resolved at the agent level
- Provides recommendations to reduce and/or eliminate issues that impact overall service quality
- Tracks and reports to appropriate teams for further research and action
- Suggests improvement to products and services for future needs.
Education
Associate of Applied Business -
Columbus State University
Columbus, GA08.2020
Skills
- Communication
- Team Player
- Organization
- Stress Management
- Adaptability
- Active Listening
- Dedication
- Time Management
- Customer Relationship Management (CRM)
- Conflict Resolution
Timeline
General Manager
Sonic Drive-In
03.2022 - Current
Cusomer service representative II
CENTENE CORPORATION
01.2022 - 03.2022
Inbound contact represenative ii
humana corporation
04.2020 - 12.2021
Account Research Specialist II
TOTAL SYSTEMS
04.2018 - 11.2021
Manager l
ROAD AMERICA
01.2013 - 04.2017
Associate of Applied Business -
Columbus State University
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