Isaac Marks Email & Phone Number

• One of seven key executives charged with charting the course of the organization• Governed all relationships between the corporation (ItzHair), its clients, affiliates and partners• Sought developed and managed all value-added service relationships• Presented the corporate vision, and marketed the exclusivity of the product offering to corporate prospects nationwide (at an executive level)• Functioned as liaison linking industry members, benefit providers and all value-added service partners• Designed the integration process for each strategic relationship (with my direct reports being the CEO and President/COO, respectively)

• Managed activities of technical and non-technical online account personnel• Intermediary between technical associates and customers for system availability• Sales Support team member• One of the team leads on an enterprise project that involved building a solution for two insurance organizations. The project required that I have a thorough understanding of HIPAA policies and working knowledge CICS software• Crafted presentations, and charged with providing senior executive updates of all major projects related to the CRM call-centers• Coordinated and Implemented End-User Usability Test Projects with external customers• Acted as liaison between end-user communities and the web design/development team• Managed the life cycle of elevated trouble tickets• Trained Sales Account Managers and Senior Executives in the full utilization of the CRM application• Developed and managed the escalation procedures of the system company wide• Managed the deployment and policies of performance, as well as related monitoring tools• Interacted daily with executive management, implementation consultants, and customer care agents, as well as sales teams

• Responsible for instructing new hires in the art of issue resolution• Managed trouble cases for customers from inception through final resolution• De-escalated high priority customer issues directed to the corporate offices; specifically, the Office of the President • Created matrixes tracking all manner of complaints to discern patterns, and craft resolutions• Communications hub connecting all regional service center management teams nationwide• Interpreted corporate policy; acting as liaison between the company and customers• Negotiated fair settlements between the customer and the company• Laid the foundation for the process behind the liaison program• Monitored customer relation associates to certify service quality, and eliminate issues• Trained associates in the art of timely issue resolution• Authored a training handbook dedicated to conflict resolution

• Crafted financial seminars for the general public, small businesses, and corporate audiences• Created customized retirement packages for small businesses, as well as corporate clients• Developed customized financial plans for families• Specialized in the development consumer based college plans for families with children under the age of 10• Specialized in the development sophisticated fiscal protection for senior corporate executives (golden parachutes)• Held: Series 7, 63, 65, Registered Investment Advisor (RIA), as well as Life and Health, among other professional designations.