Marcel H. Email & Phone Number

United States

Reston, Va, Us

Inbound Lead Support- Contact prospective clients and establish initial lines of communication- Arrange calls, emails, and Teams meetings with prospects to learn more and confirm need- Schedule follow-up prospect calls with SecureIT SMEs and Executive LeadershipProposal Development- Pull together content and pricing for proposals- Send proposals to prospects and perform follow-up as neededSales Administration- Register leads and maintain status and progress in SecureIT's CRM system- Report weekly on pipeline statusAccount Management- Build long-term trusting relationships with clients- Collaborate with delivery teams on new opportunities at existing clients- Check-in with clients periodically to make sure expectations are exceeded

Mclean, Va, Us

- Managed the rapid growth of the ID.me contact center’s Quality Assurance team at our Tyson’s HQ (nearly doubling the size of the department to meet critical business needs)- Worked closely with the Member Support Training Department to improve early performance outcomes of newly hired member support representatives - Collaborated with Member Support leadership to identify areas for change in audit scoring guidelines- Arbitrated score disputes between MS Team Leads and QA analysts, coached QA analysts and MS Team Leads to better understand the QA criteria- Coordinated with BPO QA leadership to maintain consistency across ID.me and our BPO’s quality standards - Managed a team of 30 employees – conducted performance appraisals and interviews, approved timesheets, served as a Subject Matter Expert

Mclean, Va, Us

- Audited calls and documents to evaluate a team of Member Support Representatives - Provided coaching notes and feedback for MSRs based on the appropriate quality rubric- Provided reports and analysis to leadership teams - Alerted leadership to any flagrant compliance violations - Spotlighted Agents who exceeded expectations - Identified and reported workflow and production issues to leadership and the Member Support Operations Center - Worked with the training team on providing feedback on training outcomes - Facilitated and participated in calibrations within and outside of the QA department

Mclean, Va, Us

- Supervised and trained Member Support Representative new hires after completion of their first 2 weeks of classroom training. - Provided ongoing support to member support representatives by acting as the first point of contact for questions related to document verification, member account issues, and company policies - Investigated and escalated attempted fraud and suspicious account activity - Monitored productivity levels and professionalism of member support representatives and reported issues to leadership - Traveled to the company’s new office in Tampa to train incoming classes of MSR’s and provide technical knowledge support to newly hired senior staff

Mclean, Va, Us

- Provide timely, accurate, and efficient service to our customers via email and/or video chat- Exceed daily targets by 30-40%- Verify member identification and follow verification procedures- Work with other customers to troubleshoot verification issues and provide a working solution - Assist in documentation and playbook updates as necessary

Washington, Dc, Us

- Authored dozens of social media news releases while coordinating with subject matter and policy experts to ensure accuracy of information resulting in on-time dissemination of information to wide ranging audience including the Department of Defense, Navy, and supporting agencies - Managed the organization's social media accounts (@MyNavyHR) to include Facebook, Twitter, and Instagram providing accurate and on-time release of information supporting the entire Navy community - Utilized SEO principles to increase the reach of social media, doubling the size of the organization’s Instagram and Facebook audience - Wrote scripts for the Chief of Naval Personnel’s “Weekly Wire” and “Monday Kickstart” video series - Analyzed metrics of social media performance to optimize audience experience

Washington, Dc, Us

- Assisted senior staff in documenting EEO discrimination complaints - Drafted correspondence for senior staff - Assisted in providing EEO training to employees- Led the Special Emphasis Council in developing and marketing workplace diversity events (Women's Equality Day, African American History Month, Disability Employment Awareness Month, etc.)

Fairfax County , Virginia , Us

- Assisted Water Mine Park managers with enforcing park rules, regulations, and policies - Monitored security checkpoint to ensure only staff and approved guests enter administrative areas- Conducted bag screenings for prohibited items or illegal substances